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. 

How can I access my organization's 1099k form? Complete the following steps:

* Login to Payrix (https://payments.teamsideline.com).
* Click on Reports on left-hand side.
* Click on Tax Documents tab.
* Click on PDF download icon.
* The PDF document is now in your Downloads folder.

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.

Can I refund a transaction that was previously chargedback and won?
Refunding a transaction that has been previously disputed, won or lost, is something that should not be done for many reasons. Therefore, this falls under the fraud category/scenario, so it must be 'approved' by the Payrix risk department. If you want to issue a refund on one of these transactions, you should complete a manual refund in TeamSideline and issue the person a check.

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.