Managing Your Payments

 All payments are managed from the Transaction History tab of the main menu.

Transactions Log

Transaction History is where you will manage your payments, from transaction logs to payment history. The ‘Transaction Log’ page shows every payment request sent, and every payment attempted on a social media campaign. From here you can edit and delete your pending payment requests and active campaigns.

Edit an Active Payment Request or Campaign

Active payment requests, recurring payment plans, and campaign payment requests can be edited and cancelled. Editing an active payment request will trigger an additional payment request to be sent using the same payment link.

Step 1: Navigate to the Transaction Log page. Click the Hamburger Menu located beside the Paysley Logo at the top left corner of the page. Select ‘Transaction History’ > ‘Transaction Log.’

Step 2: Find the payment request. Find the transaction you wish to edit, and click the three dots located in the ‘Actions’ column > ‘Edit.’

Tip: Utilize your reference number to signify as much information as possible per transaction. i.e. date, customer, product, etc.

Step 3: View or modify the payment. From here you can edit the details of the active payment request. When submitting your edits, your customer or donor will receive a new text message and/or email with the new details. The text message and/or email containing the original payment link will direct your customer or donor to the modified payment page.

Delete a Payment Request

Payment requests can easily be deleted from the ‘Transaction Log’ page.

Step 1: Navigate to the Transaction Log page. Click the Hamburger Menu located beside the Paysley Logo at the top left corner of the page. Select ‘Transaction History’ > ‘Transaction Log.’

Step 2: Find the payment request. Find the transaction you wish to edit, and click the three dots located in the ‘Actions’ column > ‘Delete.’

Payment History

The ‘Payment History’ page shows every attempted payment made on your payment requests and/or payment, and every payment attempted on a social media campaign. From here you can Reverse or Refund your successful payments, and view transaction details and error messages of successful and unsuccessful transactions.

Reverse/Refund a Payment Request

Completed payments can be reversed or refunded.

Step 1: Navigate to the Payment History page. Click the Hamburger Menu located beside the Paysley Logo at the top left corner of the page. Select ‘Transaction History’ > ‘Payment History.’

Step 2: Find the payment you wish to reverse or refund.

Reverse: Within the first 24 hours of the payment, you will have the option to ‘Reverse’ the payment before it is completed. This cancels the transaction before the payment is removed from the customer or donor’s bank account.

Refund: After the payment has gone through and is no longer pending, you will have the option to ‘Refund’ the payment and have a charge placed on your account to reimburse the customer for their payment.

Note: Reversing or refunding a transaction will incur additional fees.

Export Payments to Quickbooks

Paysley allows you the ability to export your payment history to Quickbooks. When a payment is exported, it will create an invoice in Quickbooks and mark it as paid.

For a full guide on Quickbooks integration with Paysley, download the Quickbooks Online Integration Guide.

View Transaction Errors and Details

View transaction details to see why a transaction may not have been processed.

Step 1: Navigate to the Payment History page. Click the Hamburger Menu located beside the Paysley logo at the top left corner of the page. Select ‘Transaction History’ > ‘Payment History.’ 

Step 2: Find the payment you wish to view details for. In the ‘Detail’ column, click the ‘>‘  so that it displays ‘V’ and details are now displayed directly below the transaction.

View Detail: Shows payment information such as customer or donor contact information, payment link, and transaction ID.

Transaction Fail: If a transaction fails, the ‘Result Description’ section of the details will show information for the possible cause.

Tip: Utilize your reference numbers to signify as much information as possible per transaction. i.e. date, customer, product, etc.

Troubleshooting Payments

When a customer’s payment fails, open details of the transaction to view the possible cause. Click the Hamburger Menu located beside the Paysley logo at the top left of the page. Select ‘Transaction History’ > ‘Payment History.’ Review the ‘Details’ by clicking the ‘>  in the ‘Details’ column so that it displays as ‘V‘ beside the transaction you wish to troubleshoot. The details of the transaction will be displayed directly below the transaction. The ‘Result Description’ is where you will find details regarding the payment failure.

There are some common reasons for transactions to fail, relating to customer error, network or third-party processes, which are outside of Paysley’s control. Paysley monitors failed transactions which are not in our common error log. For any such failed transaction we will contact you directly regarding the payment attempt with questions or details for managing the payment.

There are some common reasons why a customer may be unable to submit a payment. The customer will have to notify you about the problem. These usually relate to customer error, network or third-party processes. A list of common reasons is included so that you can effectively respond to your customers.

Common Reasons for Failed Transactions

Card expired: the customer’s card has expired.

Error on the external gateway: there can be intermittent connection issues between the acquiring bank and the card associations. The payment should be reattempted at a later time.

Invalid CVV/brand combination: the customer has entered invalid details.

No response from connector/acquirer: there are intermittent connection issues between the bank and card associations.  The payment should be reattempted at a later time.

Risk management transaction timeout: the customer has not completed the 3D Secure authentication process in the permitted timeframe (limited to regions where banks require 3D Secure).

Transaction declined by authorization system: the customer’s bank has declined the transaction which might include a variety of risk management guidelines such as excessive transactions, transactions in multiple geographic regions or transactions outside of customer’s normal transaction range. Card holder should contact the issuing bank directly for more detail.

Transaction declined (limit exceeded): the transaction amount is above the allowed limit on the customer card.

User Authentication Failed: the customer failed to complete the 3D secure authentication correctly (limited to regions where banks require 3D Secure).

Common Reasons Customers Cannot Make Payments

Customer Does Not Receive Text Message (SMS)

  • The customer is in an area with poor cell network reception.
  • Network interruption from the customer’s mobile carrier.
  • The mobile number is no longer valid or was incorrectly entered.
  • Network interruption from Paysley’s SMS service provider. Paysley monitors for SMS interruption and will notify you directly if this occurs.

Customer Does Not Receive Email Request

  • Email is in the customer’s Spam folder.
  • Your customer’s inbox limit has been reached. No emails are being received.
  • Email filter is automatically filing or archiving the message in another folder or location.
  • Network interruption from customer’s server or network provider.

Customer Cannot Open Payment Page

  • Ensure the customer’s device is connected to the internet. If the device is unsuccessfully searching for WiFi, turn off WiFi, and use cellular network data.
  • The customer cannot click the payment link (SMS). Re-send payment request as an email.

Customer Does Not Receive One Time PIN (OTP) limited to regions where banks require 3D Secure

  • OTP is not sent from the cardholder bank. Customer should request the OTP to be sent again, which can be done directly from the 3D Secure payment page.
  • OTP is not sent from cardholder bank after multiple requests. Customer should contact the bank using the contact information on the back of the card.