Q - What are the flags on an Opportunity/PPayment which mark it to be processed by ProntoPayments?
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 your 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 meantime.
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 the 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?
A - 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.
Q - When a Gateway is tokenised, is it possible to update a payment source i.e credit card expiry date?
A - You need to re-enter the credit card number on the payment source to update the expiry date.
Q - The donor lost the credit card or been deactivated, yet the donor has a new credit card details to continue the donation for open opportunities.
A - For One-off donation record, click the Manage Payment Source button to create a new credit card/ bank details, and hit save when done.
For Recurring Donation record, click Replace Payment Source button to create a new credit card/ bank details, and hit save when done.
Q - The Refund button is not working.
A - Conduct basic troubleshooting by checking if the Refund feature is activated. To do this, navigate to ProntoPayments Settings, and scroll down to Refund Settings. You may select roles who can use the Refund functionality and click Activate.
Q: I edited a payment source (Bank account or Credit card record type) and retried payment, but the PP Logs still say the payment source details are incorrect. Why is this?
A: If the payment source is not 'tokenised' there is no API call to the gateway when you edit and save a payment source. You must create a new payment source and replace it on your recurring donations (and refresh opportunities).
Q: I want to process a large payment i.e more than $10K but the system is throwing an error "ERROR: Unable to process update - Invalid value provided for the 'PaymentAmountInCents' parameter. Valid value is between 100 and 1000000 cents. (WSvc)"
A: This is a Gateway limitation. Please note that credit card surcharges for large transactions are really high and could be hundreds of dollars, thus the recommended method for large amounts is either bank transfer or cheque. If you want to persist in charging via credit card, you will have to break up the amount to 10,000 over several days, as the gateways will not allow you to charge the same payment source multiple times in a day.
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