Frequently asked questions for Stripe
Simplyk has a new name and is now Zeffy!
Here are the steps to follow if you haven't received your payout:
- 1.Check the date of the paymentIn most cases, you won’t receive your first payout until 7–14 days after receiving your first successful payment. For following payments, the usual time for the payout to be received is 3 business days.
- 2.Check your payout scheduleYour payout schedule is set to monthly automatic by default. It's possible to change it to weekly automatic in your Simplyk dashboard. To do this, go to "Bank," click "Bank settings" at the top right corner, and then click "Change payout schedule."
- 3.Check if the account information is correctVerify that your bank account information is correct by going to "Bank" -> "Bank settings" -> "Update my bank info."Note: For Desjardins clients, a very common mistake is only adding a 6-digit account number. Be sure to also add the verification number for your account.
If you've covered all the points above and everything looks good, please contact us at [email protected] for support.
You can issue a refund directly from your Zeffy dashboard.
For a donation, go to "Donations" -> "My donations" and click on the donation you'd like to refund. A window will open on the right corner. Click the three little dots and click "Refund donation."
For a ticket purchase, go to "Ticketing" -> "My sales" and click on the ticket you'd like to refund. A window will open on the right corner. Click on the three little dots and click "Refund order."
If there is a ticket associated to the purchase, you can also cancel it in the same menu, by clicking on "Cancel tickets."
If you can't issue a refund, it could be that you currently don't have enough funds available in your Stripe account. To accumulate some money on your balance to complete the refund, you can stop deposits temporarily by setting your payout schedule to monthly.
To do this, go to your Zeffy dashboard -> Bank tab -> click on "Bank settings" on the top right corner and select "Change payout schedule."
Once the funds build up a bit, you will have enough on your balance to do the refund.
With pre-authorized debit (PAD) payments, it can take up to 7-10 business days for the money to be transferred to the organization's account. When the initial transaction is made, the donor or buyer will receive a confirmation that the payment is being processed. Once it is successfully deposited into your account, the donor or buyer will receive their confirmation email including their tax receipt and ticket (if applicable).
To reconcile payments, you can compare your bank deposits with Zeffy reports. To obtain this report, go to Bank -> Payouts and then export for the time period you'd like. This reports includes details of the payments included in the payouts.
To edit your bank account information, go to Bank → Balance and click "Edit" on the right corner of your banking profile.
Transaction receipts are automatically sent in the thank you email the donor receives upon making the transaction. No need to send them out yourself!
(Keep in mind that to automatically send tax receipts you need to enable this option in the Advanced parameters section of your form.)
It's possible to resend the confirmation email to your donor.
To resend the confirmation email for a donation, go to Donations → My donations and click on the transaction. A window will open to the right. Click the three little dots and select "Resend transaction receipt."
To resend the confirmation email for a ticket, go to Ticketing → My sales and click on the transaction. A window will open to the right. Click the three little dots and select "Resend transaction receipt."
You can only have one bank account connected to your Zeffy account at once. To have more than one account, you'll need to create multiple Zeffy accounts.
For any questions or concerns, contact us at [email protected] .