PAYRIX PAYMENTS PORTAL - payments.teamsideline.com

ONBOARDING

What if my organization doesn't have an EIN? If an organization doesn't have an EIN, then you have to apply as a Sole Proprietor. 

Why is Payrix asking for additional documentation when reviewing my business for approval? This is standard practice to validate the business is a legal entity and to protect your business from people fraudulently opening accounts. Please respond to any requests for information from support@teamsideline.com in a timely manner.

We are a non-profit and it is asking us to list an Owner. Nobody "owns" the organization, we are all just volunteers? This is just another name for the "Controller" of the account. Typically the president or treasurer should be the one filling out this information. When you select non-profit as the entity type, the application is submitted as 0% ownership.

Why is Payrix asking for my Social Security Number? Payrix verifies the identity of each user of the Payrix service in order to manage risk and to comply with anti-money laundering laws. If you are an individual or sole proprietor, Payrix will also use your SSN for any required tax reporting. If you are acting on behalf of a corporation or other organization with an Employer Identification Number (“EIN”), Payrix will use the EIN for any required tax reporting and your SSN will NOT be used.

We are a non-profit and it is asking us for a physical address but we only use a PO Box? All non-profits are required to have a physical address in order to apply for their non-profit status. You should use the address on file with your Secretary of State. If you are unsure, it is normally the address of the individual that files your paperwork with the State.

The merchant application is asking me my account login information and it is not working? This part of the application is asking you to CREATE a username and password for your Payrix portal. This is not the same as your TeamSideline login. You must create a unique username and password (can't use email for username).

I got an email from PLAID confirming my bank account information but I wasn't able to finish the application. What do I do now? If you didn't finish the Payrix application completely and get a successful message, it does not save your progress for safety reasons. You must start fresh and finish the entire application including the linking of the bank account info.

I have more than one Payrix account with TeamSideline. Can I link them together so I can easily toggle between accounts? Yes! Email support@teamsideline.com and we can connect them for you.

FINANCIAL

How do I login to the Payrix Portal? The Payrix Portal is located at payments.teamsideline.com and you can use the username and password you created during the Payrix Application to get access.

How can I make sure I am getting notifications about deposits? Login to the Payrix portal and click Email Alerts along the left side menu. You can then toggle on which email alerts you want to receive. We suggest toggling on alerts for disbursements and chargebacks specifically.

How long after the Payrix withdrawal will the funds hit my bank account? The withdrawal is generated from the system and it typically hits the bank 1-2 days later. Meaning, if your withdrawal is scheduled for Wednesdays, the money is likely to be in your account no later than Friday.

What does the Payrix deposit look like at my bank?
The Payrix deposit will show MERCHPAYOUT as the descriptor.

I have to refund someone that processed a transaction using the old WePay system. How do I do that? If you are refunding someone that paid using the WePay gateway, you can process the refund like normal. The refund will pull from WePay and since you have no money in your WePay account it will debit directly from your bank account.

What is the window for refunds with Payrix? You have 180 days to refund someone through TeamSideline that is using the Payrix processing platform.

How long do I have to respond to chargebacks? It actually depends on the card brands. Typically it is a 5-15 day window from the date received. The portal will give a count down to the due date.

Our organization received a chargeback from a customer. How do we make sure to charge them the $20 fee? You can add a Misc Debit to their account for $20 (or whatever you charge) and instruct them to login and pay their balance. 

Can I add additional emails on the Payrix account to get notified for disbursements, chargebacks, etc? Yes. In the Payrix Portal, you can toggle on Email alerts, click the small carrot, add additional email alerts, click Save. 

What is the inactivity window? Payrix runs on a rolling 13 month time period. Any accounts that do not process any payments for 13 months will be frozen. Merchants would then need to reapply for a new account with Payrix.

Why was my account debited for a refund? 
When a refund or chargeback greater than the Payrix account balance is issued, an initial ACH debit is issued. ACHs take 5-7 business days to process and can be returned during that period. Because of this, while the ACH debit is processing, the debit is not considered collected. Just like when an ACH payment is pending, the funds do not reflect in your balance until it has cleared. To the processor, the debit still needs to be processed. This is why if there are incoming payments exceeding the debit amount, a refund will be temporarily processed again.

We look to collect the funds from the first source possible, which in this instance was sales that came in on the following days. When the debit clears, the system will see that they have already been collected and the funds will be credited back to the merchant.

The merchant does have a negative balance threshold of $2000 with a 1 day grace period.

Why does the account get debited and then the money returned to me later instead of just keeping the money you already debited?

Payrix, like many payment processors, manages the flow of funds between merchants and their customers. When a refund is processed, Payrix typically deducts the refund amount from the merchant’s bank account and then later returns it after collecting additional funds to manage risk and ensure liquidity. Here's why this happens:

1. Risk Management: Payment processors are responsible for ensuring that funds are available to cover refunds. If a merchant doesn’t have enough balance in their account at the time of the refund, Payrix still has to issue the refund to the customer. By initially deducting the refund amount from the merchant’s account, Payrix mitigates the risk of not being able to recover those funds later on.
2. Cash Flow Control: Payrix deducts the refund amount upfront to ensure they have the necessary funds available to reimburse the customer. Once additional sales are made and more funds are deposited into the merchant's account, they will reconcile the account and return the funds to the merchant. This helps maintain proper cash flow management for both Payrix and the merchant.
3. Liability Concerns: By taking the funds from the merchant first, Payrix minimizes its liability for refund-related losses. If the refund is processed before securing the merchant's funds, Payrix might face difficulties in recovering the money if the merchant has insufficient funds later.
4. Payment Reconciliation Process: Refunds and sales are reconciled in batches. Once more transactions are processed and funds are available, Payrix returns the withheld amount. This aligns with their internal payment and reconciliation processes, ensuring both parties’ accounts are balanced.

In essence, Payrix's approach is to protect both the payment processor and the merchant from potential liquidity issues while ensuring that refunds to customers are processed smoothly.

MIGRATION TO PAYRIX

Why are we switching to a new credit card processor?
In short, WePay, the current company that TeamSideline uses, is closing its doors. We took this as an opportunity to partner with a new provider who can enhance your overall payment processing experience. The new credit card processor offers improved features, increased security measures, and better efficiency to better meet your needs .

Are my credit card rates staying the same?
Organizations should speak with their Account Manager for rate questions.

Are the transaction fees staying the same?
There is no change to the transaction fee.  

Are there any other changes that will affect by business?
There are two changes that you should be aware of.

1. When processing refunds to your customers’ credit cards, the initial credit card fees incurred during the original transaction will not be reimbursed by this credit card processor. This was something that WePay offered that other credit card processors don’t.  (It may be one of the contributing factors to them no longer being in business.)
2. If there is a chargeback to your account, meaning a customer disputes a charge, there will be a fee of $20 charged to your organization by the credit card processor.

How often will payouts occur with the new service?
All merchants will be set up on a weekly payout schedule. Customers with the TeamSideline Premium Package can be upgraded to daily payouts upon request.

What new features will be offered?
There are several new features that will be rolling out in phases as we fully integrate with the new credit card processor. Some of these features include ACH payments, Apple Pay, Google Pay, Point-of-Sale and more! All of these features will lead to a better overall experience for your customers.

How will the transition happen?
To prepare for the transition, we will send you an email with a subject line: PREPARE FOR YOUR CREDIT CARD GATEWAY TRANSITION. You will fill out the quick online onboarding form and it will be submitted for approval. The process should be quick and easy. Once approved, you will get an email that your payment gateway has been switched. It should be quick and easy.

How will this transition affect my business?
The transition is designed to be seamless, with minimal to no impact on your day-to-day operations. We have a dedicated support team ready to assist you, and we will provide comprehensive resources and guidance to ensure a smooth switch.

Will I be able to run reports from transactions processed prior to the transition?
Yes. All reporting functionality will remain available within TeamSideline.

Will I be able to refund payments processed on WePay once we switch to Payrix?
Refunds on enrollments that were processed through WePay will not be able to be made through TeamSideline. However, you will have access to refund directly through your WePay portal for 60 days after your transition. We will provide further details on how that will work.

How will customer payments be affected during the transition?
We have taken measures to minimize any disruptions to customer payments. The transition is planned to be seamless, and customers should not experience any changes in how they make payments.

How can I get assistance if I encounter issues during the transition?
We have a dedicated support team available to assist you throughout the transition process. You can reach out to our support team via support@teamsideline.com, and we will promptly address any concerns or issues you may have.

How can I stay informed about the transition progress?
We will keep you informed through regular updates via email. You can also reach out to our support team via support@teamsideline.com for any specific questions or concerns.