What’s the best way for me to track my donations in Payment XP?
The easiest way to track your donations in Payment XP is through the ‘Transaction Detail’ functionality. ‘Transaction Detail’ is the first item under the ‘Reports’ heading in the vertical menu at your left after you log in. You can set your search criteria to anything you’d like, but the default setting brings up payments from the 1st day of the current month, to the current date.
Why can’t I find all the information my page is collecting in Payment XP?
Once you’re in the Transaction Detail window and you searched for the payment history you need, you can generate an Excel spreadsheet or CSV file by clicking ‘Save Excel’ beneath the Transaction Detail window. Once you’ve done this, you’ll have a spreadsheet of all your payments; all billing-related information will be in labeled fields and all customized information your page is collecting (honorarium messages, response to volunteer opportunities, etc.) in the fields labeled Custom Info, numbers 1-20.
Payment XP says my account my be disabled! What do I do?
Don’t panic- our staff can easily reactivate accounts that have been temporarily disabled. This is a common occurrence, as Payment XP collects secure financial information, it’s fraud-detection settings are quite high. If you have a typo in your login information twice, the system will lock you out. Just give our office a call or email firstname.lastname@example.org and we’ll get you back up and running immediately.
My whole office is using one Payment XP login ID and we keep getting locked out. What can we do?
There’s no need to use one ID for a whole office; using one ID for everyone creates a higher rate of folks being locked out of the system and more work for you, and for us. Just let us know who needs access to your account and we’ll set up individual Payment XP accounts with their own sets of credentials.
How do I process a payment directly through Payment XP?
If you'd like to process a payment through Payment XP directly, not through your DonationPay page, you can do so using the 'Post Sale' function at the top of the vertical menu at your left, once you've logged in. Click into the menu item and fill in the required fields, then click the submit button at the bottom.
How do I refund a payment?
To refund a payment, search the payment in 'Transaction Detail', then select the 'Credit' option in the 'Action' column and follow the instructions.
What does 'Void/Capture' mean?
The 'Void/Capture' options that appear in the action column after a payment has been made usually just means that the payment hasn't yet been batched and voiding the payment is still an option. You can use the 'Void' option just like the 'Credit' option that's available after a payment has already been batched.
My donor wants to stop their recurring gift. How can I disable their recurring payment?
To disable a recurring payment, login to Payment XP and click into 'Recurring Detail' (this is the third item down, under the 'Reports' menu heading at your left). Once you're in 'Recurring Detail', use the search fields above the transaction display windows to find the original payment. The original payment was made on the date the donor first set up the recurring gift. Once you've located the payment(s), click the 'Disable' option in the 'Action' column to stop the recurring payment.
How can I change the amount of a recurring payment?
If a donor would like to continue their recurring contribution but would like to make a change, you can do this easily in Payment XP. Once you've logged into the gateway, click into 'Recurring Detail' and find the original payment. Once you find the payment, click on the 'Transaction ID Number', which will bring you to a new screen with payment details. To change the amount, you'll need to enter the new amount in the appropriate field, then at the bottom of the page, set the payment to begin on a date later than the current day. So, if your donor is used to being charged on the 15th and they contact you on September 30th to let you know they'd like to add $20 to their recurring contribution, you would go into their original payment, add the $20 in the amount field, and set the payment to begin recurring on October 15th, so their payment schedule will not be interrupted.
I need to ask about something not on this list; what's the best way to get my Payment XP questions answered?
The best, and most helpful, way to get questions about Payment XP answered is to post them here in the forum. You can also use the chat support to ask our reps questions in real time or send questions to email@example.com or directly to your DonationPay representative.