ePayTrak v4 User Guide

FAQ (Frequently Asked Questions)

This FAQ section is to simplify finding resolutions to your questions.  Click on the FAQ question link to see your answer expand in a drop-down.  Clicking on the FAQ question link a second time will make the answer drop-down contract.  Some answers will have hyperlinks that bring you to more detailed information elsewhere in these Help Files.  There is also a Table of Contents and Index available to help you find answers quickly within the Help files.

Orders

• How do I process a refund in ePayTrak?

  How to Process a Refund

  • Open the order using the Order Manager.

  • Click on the Payments tab at the left.

  • Go to the box marked 'Tasks'.  

  • Click on Down-Arrow and select Issue Refund.

  • Click the Blue Arrow to begin the process.

  • Enter the refund amount (you can enter a partial refund).

  • Enter the last 4 digits of the customers' credit card # which is shown at the top of the screen.

  • Click the Refund button.

  • On the same page, check to see if your refund was successful.

  • It is necessary in ePayTrak to wait 24 hours before issuing a refund.  Due to the settings of ePayTrak, you are unable to process a Void.

  • For more detailed information, view Issuing a Refund.

   

• How do I place an order for a customer?

  Create an Order for a Customer

  • Go to People/Users to locate the customer.  (if the customer isn't in ePayTrak, you will need to add that customer as a User)  See Users for more information how to add a new User.

  • Click the blue edit button next to the user.

  • That will open the user profile.

  • Scroll down and click the Create Order button in the Current Basket section.

  • Enter the product name (or Sku) and click search.

  • Click on the Green plus next to the product.

  • Click on Place order.

  • Check the Shipping and billing address as necessary.

  • Select Payment Method, enter the Credit Card Number and process the order.

  • For more detailed information, see New Orders.

• When I'm processing an order for a customer, I see a 'You Must have a Participant ID that is valid for this item' message. What do I do?

  You Must have a Participant ID that is valid for this item message.

  When you are processing an order for a customer but can't complete the order because you see the following message, 'You must have a participant ID that is valid for this item', there are several possible solutions.

  

  • Do you require the Valid Participant ID for a product?

  • If not, Go to Catalog > Browse and find your product.  Then make sure the Require Valid Participant for checkout is unchecked.

  • If you do require a Valid Participant, check the User profile to make sure there is a Valid Participant associated with it.  Add a valid participant if there isn't one.  

  • It might be necessary to empty the shopping cart, and re-add the product if you have to make changes.

  • You can Add a Participant in the Checkout process by clicking Add New Participants.  Fill in the appropriate information for the participant.  

  • Save when finished.

  For more information see Users

• Can I create a recurring billing schedule in ePayTrak?  Even with different monthly amounts?

  Creating a Recurring Billing Schedule

  You can create a recurring billing schedule for a customer in ePayTrak.  Even if the amounts vary from month to month!

  • To place an order from the Admin side and setup Recurring billing go to People > Users.  

  • Open the User's profile and scroll down until you see the Create Order section.  

  • Click the Create Order button to begin the order process.  

  • Then select the Product you wish to add.  

  • Then click Place Order to get to the billing screen.

  • Fill in the Credit Card information and then Click the Recurring Order box to establish Recurring Billing.  Select the option you wish to use.  

  • You have the choices of Deliver Every X amount of days, Deliver Every Week On a specific day or choose Deliver Every Month On a particular day of the month.  Enter the delivery option.

  • Add a Description, and then enter the Start and End dates in the format as shown.  

  • Then click the Pay with Credit Card button.  This will bring you to the Order Manager and will be marked as Completed as shown below.

  For more detailed on creating a recurring billing schedule, see Recurring Billing.

  Want to edit a recurring order schedule in detail?  See Manage Recurring Orders.

  Note: You will not be able to create a monthly billing schedule for the 29th, 30th or 31st because not all months have those amount of days. But you can choose last day of the month as an option.

   

• How do I issue a duplicate receipt in ePayTrak?

  How to Issue a Duplicate Receipt

  • Open the order in the Order Manager.

  • On the Summary page click on the e-mail address of the customer.

  

  That will open a window where you can send an e-mail receipt.  

  • Choose either Duplicate Participant Receipt, Duplicate Receipt without Participant or Duplicate Receipt, depending on how your site has been configured.  

  • Click Next.

  • Add a note and click Send.

   

• How can I create a hyperlink in a product?

• A parent enrolled his student for the wrong class.  How do I change that in ePayTrak?

Store Configuration

• How do I add an image to my product?

  Adding an Image to a Product

  With your product open, click the Images and Assets tab from the left menu.

  • Click the Upload Image button.  

  • Click the BROWSE button to select a new image from your local hard drive.

  • After selecting the image, click in the Save as field in MS Windows.  This will automatically enter the name of your image.  You can change the name if you want.

  • Click the UPLOAD button and wait a moment for processing to complete.  

  • When the upload of your image is complete, you will be shown the three image sizes generated for this product.  

  • Save your changes when finished.

  • Save the product also.

  For more details see Uploading Images.

• How do I setup shipping for my products?

  Setup Shipping

  Configuring your shipping is an easy but multi-step process.

  • It's best to start with the basics first.  See Shipping Overview as a beginning step.

  • Setup your Warehouses first.  When you create Shipping Methods you need to assign that method to a Warehouse.  For more information see Warehouses.

  • Setup your Shipping Methods next.  For more information see Shipping Methods.

  • Go your product at Catalog > Browse.

  • Assign a Ship Cost to your product using the Ship Cost field if that is the method you chose.

  • Select your previously created warehouse to your product.  For more information, see Products, Shipping.

  • Add a tax code if necessary.

  • If you are using an Integrated Carrier, fill in the dimensions and weights as indicated on the Product Details page.  See Integrated Carriers for more information.

   

• I'm new to ePayTrak, how do I create a ticket event for my school?

  Ticketing is our newest premium feature in ePayTrak. If your school is utilizing our ticket functionality, there will be multiple training sessions for you.

  For online help, you can start here.

• How do I setup the Class Calendar?

  How do I setup the Class Calendar?

  • Open your class under Catalog > Browse.  Scroll to the Class Information section.

  

  • When you create your Product/Class, there is a section for Class Information as shown below.  You need to click in the Class State Date box and choose a date from the drop-down calendar.  That will enable to class to be displayed on the Class Calendar.

  Contact ePayTrak Technical Support if you wish to use the Class Calendar.  Normally, we will add a link for Class Calendar on the top Menu for the public for easy access.

  • For more information go to Class Calendar.

   

• How do I add a convenience fee for my product?

  To add a convenience fee to an order, proceed to the Configure>Store page.

  At the bottom right, you will see a section for fees.

  Add the percentage or flat rate amount of the fee.  Fees are generated by the department.  Any item in that department will be subject to that order fee.

  (Improvements for adding a fee for each line item is currently under development.

  For complete instructions, click the link.

   

Customers

• How do my customers reset their password?

  Your customers can reset their own passwords in ePayTrak.

  • Go to the Login page, and click Forgot Password?

  

  Then they will see the following screen:

  

  They need to fill in their Email address and Click Next.

  Shortly thereafter, they will receive an e-mail in their inbox with a link to ePayTrak that will enable them to reset the password.

  You can change the password for your customer with your Admin user permissions.

  • Find the User profile under People > Users.

  • Enter a new password, retype it, click Update Password and click Save when finished.

  

   

• My user account is locked or disabled, what do I do?

  Disabled or Locked Accounts

  If you haven't logged in with your user account during the past 3 months, your account will become disabled.  These settings are in place for security reasons.

  Contact an administrative person to activate your user profile.  If nobody is available, contact techsupport@edutrak.com for assistance.

  Go to People > Users and locate the User.  Click Edit and you will see the following screen.  Click in the checkbox next to Disable Account to enable it.  Save when finished.

  

  If you attempt to login three times with an incorrect password or Captcha security number, your account will be locked for 30 minutes.

  Note: If you are attempting to login and aren't sure of your password, it would be best to reset your password to avoid being locked out.   

  You should be able to login after the 30 minutes have expired.  If you are still unable to login, please contact Technical Support at techsupport@edutrak.com

   

• Can I create a Wait List for my classes?

  Wait List

  ePayTrak now has Wait List capabilities.  A Wait List is helpful  to capture the names of interested students for a class that is full.

  • Open your product and click product details.

  • Scroll to the Inventory Control section.

  • Select Track Product.

  • Enter your stock levels.

  • The Allow Backorder button must be unchecked to enable Wait List management.

  • Place a check in the Allow Wait List box.

  • Save your product/class.

  For more detailed information, please visit Products Wait List and Wait List Management.

• How do I setup/use the Student Fee functionality?

  Student Fees

  ePayTrak has just recently added an entire new process for processing Student Fees.  Here are the basic steps.

  • Import your Students to create student accounts with a Student ID.  

  • Import or generate your Students Fees.

  • Create User Accounts for the parent/guardian.

  • Find student on Manage > Students.

  • Pay fee by cash, check or credit card.

  • The public can create their own account & pay online.

   

  For more detailed information, please visit the section on Student Fees.

  related topics:

• Help File Links - If you don't see the Table of Contents in your browser, there are links to help you navigate these help files.

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