ProntoPayments FAQs

Q - What are the flags on an Opportunity/PPayment which mark it to be processed by ProntoPayments?

• Opportunity is not Closed (Won or Lost)
• PPayment Status is not Failed or Successful.
• Opportunity/PPayment checkbox “Batch Process Payment” is checked.
• Closed Date less than or equal to today i.e before or IS today
• Payment Source Account matches the Opportunity/PPayment linked Account (if enabled in global settings).

Q - If I delete a scheduled/pledged opportunity, does it remove its links with other objects such as GAUs, payment transactions, etc?

A - Yes, all links to other objects are removed. However if you are deleting an opportunity that is a part of a recurring donation, the opportunity will be auto-recreated over night, unless you mark the Recurring Donation record as inactive or add a "Last Donation Date".

Q - How often does the Batch Schedule Run, or how do I know when the next Batch will be run?

A - Navigate to ProntoPayments Settings>DailyPayment Batch Schedule

Q - What does Lock Opportunity tick box on the Related List: Payment Transactions mean?

A - It's a fail safe to prevent double payment transactions being created (i.e overcharging an opportunity). If you click the "Process Payment" button again it will display a "Payment Source is already processed in the Gateway. Please refer to Process Payment Debug Logs."

Q - How do I work out what payments will be processed today?

A - Check out this link.

Q - I have questions about ABA Batch and Daily Reconciliation Batches

A - Check out this link.

Q - What fields are required when setting up a Gateway for the Bank Payment Batch?

A - Business name = is the account name
APCA Number = is the User Identification number Allocated by APCA (Optional)
Bank Code = is the Financial Institution Abbreviation. E.g. Bank of Queensland's abbreviation is BQL, Westpac's abbreviation is "WBC". Consult you Bank for correct abbreviation.

Q - Why is there a setting to allow accepting expired credit cards?

A - Whilst not entirely best practice, it is industry practice to still charge credit cards that were pledged for a donation, but have expired. This happens when there are manual processes and therefore delays between data collation and actually charging card, sometimes credit cards may expire in the mean time.

Q - Why does the Pronto Payments Settings Page format look weird?

A - This is most likely a result of two separate users simultaneously using different "Modes" - i.e Lightning and Classic. To resolve this, switch to the other "mode" and then try accessing the settings page after. 

E.g If you are currently in Lightning and this error occurs, switch to Classic before re-accessing settings page and visa versa if you are in Classic.

Q - I've issued a refund via ProntoPayments, but I cannot report on the Refunded stage. How can I create a report on refunds?

A - The 'Refunded' stage needs to be activated in Setup, to be available for reporting. The stage is only created upon the first refund transaction.

Go to Setup>Object Manager>Opportunity>Fields and Relationships>Stage

Scroll down to the Inactive Values list and 'Activate' the Refunded stage

This stage will now be available for reporting.

Q - Do payment sources drop off/remove?  Does the payment source get removed if the credit card is incorrect?

A - in ProntoPayments there are validations during an update or creation of a new Payment Source. If the information is incorrect, the Payment Source will not be saved.

- If the temporary field was Checked and Payment Source handling set was either 'Remove after Successful Charge' or 'Remove after any Transaction', the Payment Source will be removed after processing. This is ticked by default when a donation is created via the ProntoGiving Donation Page and is a one-off donation.

Q - Can you change the name of the ProntoPayments Payment Batch when it the Batch is closed?

A - It is not possible to edit the PP payment batch from within Salesforce UI when the status is closed, however, you may use data loader to update(ex: name field) the information of the record.

Q - Which Gateways require CVV to process payment?

A - CVV is required in Paypal Classic, Westpac, SecurePay and Paydock

Q - Is ProntoPayments PCI compliant?

A - ProntoPayments is built on top of Salesforce, which is PCI compliant. For more information, see https://compliance.salesforce.com/en/pci-dss 

Q - What are the requirements in order to process a Payment Refund in Salesforce?
All donations can be refunded in Salesforce via ProntoPayments Payment Refund if the following criteria are met. This is also true for website donations where payments are processed directly on the gateway as long as the criteria are met.

• Payment Transaction record has a Payment Transaction ID.
• Payment Transaction ID exists on the linked Opportunity Gateway.
  

Q - Do every donation that the payment has been processed in Ezidebit via batch will immediately update the opportunity to Close Won?

A - For Ezidebit Batch payment, every donation that the payments have been processed via batch (manual run or on a schedule), it will take 5-7 days before the Opportunity will be updated to Closed Won. The only way to make sure these payments are being processed in the gateway is when the Payment Transaction records have the Gateway (lookup) field populated.