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Frequently asked questions for Stripe

Simplyk has a new name and is now Zeffy!

Where are my payouts?

Here are the steps to follow if you haven't received your payout:
  1. 1.
    Check the date of the payment
    In 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. 2.
    Check your payout schedule
    Your 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. 3.
    Check if the account information is correct
    Verify 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.

How can I refund a payment?

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."

Why can't I refund?

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.

Why is my payment taking so long to be received?

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).

How do I reconcile my payments?

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.

How do I edit my bank account information?

To edit your bank account information, go to Bank → Balance and click "Edit" on the right corner of your banking profile.

Do I need to send out transaction receipts?

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."

Can I add multiple bank accounts?

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] .