Payment Plans FAQ
This is a list of all questions that we've received from clubs regarding our sophisticated and comprehensive Payment Plan functionality.
How does your Payment Plan offering work?Can we add the 2.9% Majestri charge to somebody's Payment Plan?Why does debiting only happen on a Tuesday and Friday?Why can't we set up debiting to work off a credit card?What happens if the debits fail when trying to get money out of a member's account?How do I change somebody's Payment Plan?Why is there a padlock on somebody's plans and I am unable to make any changes?How do I update somebody's Bank Account Details?What do I do when the club is contacted saying SMS notifications are being sent to an incorrect mobile number?
How does your Payment Plan offering work?
We have a series of published articles on different aspects of our Payment Plan offering.
If you are after an overview in the first instance, with the option of diving deeper, then the best place to start is:
If you have already read that, and are wanting to understand a specific piece of the puzzle, then you could try any of:
Can we add the 2.9% Majestri charge to somebody's Payment Plan?
The system will not create our 2.9% as a surcharge on somebody's Payment Plan. It will not do this for any of our payment processing services. For more detail on why that is the case, please refer to this answer in Payment Processing FAQ.
It's at the club's discretion as to whether any type of administration charge is added to a member's debt, but it cannot take the form of a Majestri surcharge, and our company name cannot appear in the narration of any additional charge.
Why does debiting only happen on a Tuesday and Friday?
We just don't have the capacity to run debits every day of the week. At the banking level, it is still a largely manual process.
With experience now under the belt of this offering, we feel that two debits a week is sufficient to cater for anybody's pay cycle. If it's still not good enough, then your member may be better off using a different payment method that you offer.
Why can't we set up debiting to work off a credit card?
At this point, we're only offering direct debiting where a bank account is used. In order to work with a credit card, we would need to store credit card numbers in Majestri, which we currently don't in any form. Storing credit card numbers adds an exponential amount of expense and security overhead which we just aren't prepared to undertake at the moment.
topThere are technologies becoming available where credit card numbers can be retrieved without being physically stored on our system (ie. tokenisation), and we will continue to monitor advancements in this area. Once they reach a level of maturity and ubiquity, we will reconsider our position.
What happens if the debits fail when trying to get money out of a member's account?
To be perfectly clear on the matter, we're not offering Debt Recovery as part of our Payment Plan solution. If we have prolonged and consistent difficulty in debiting a member's account, then their plan will be cancelled and any money previously committed will just become outstanding debt once again that can be chased up in the usual fashion.
At Majestri, we have the ability to 'freeze' somebody's Payment Plan, which means it gets put into a state where no further debits are attempted until whatever issue caused us to take this action is resolved. So far, there are two scenarios which could cause us to take this action.
How do I change somebody's Payment Plan?
You can navigate to anybody's active plan and nearly always change any of the settings related to the plan, including:
- The amount of coverage of the plan.
- The components of debt that make up the plan.
- The instalment schedule of the plan.
- The next date of debit.
The only time alterations cannot be made to an active Plan is when it is locked for a debit clearance in progress (see here).
Why is there a padlock on somebody's plans and I am unable to make any changes?
When we initiate a debit on a Tuesday or Friday, we require a 3 day period to clear that debit. We actually never know whether a debit succeeds - only that it doesn't fail. This is why we require such a comparatively long clearance period, particularly when public holidays occur during clearance to be sure that a debit has succeeded.
topIf you need to modify a plan that is locked due to a clearance in progress, it will usually be unlocked on the upcoming Tuesday or Friday, depending on which day you're looking at it. Be aware that clearance may take longer with public holidays.
How do I update somebody's Bank Account Details?
Changes to bank account details can be sent directly to payment-plans@majestri.com.au. Instructions are given to members in communication emails to send corrected details to this address.
In time, members will be able to update their own bank account details, but in the meantime, we need to be the ones to enter them in. We have a tool that validates a BSB number, and if there's a typo made, we want it to be our mistake that costs us money (for the subsequent rejection) than yours.
What do I do when the club is contacted saying SMS notifications are being sent to an incorrect mobile number?
When somebody signs up for a Payment Plan, they have the option to receive SMS notifications. Even though we default in the mobile number from their registration, some people will still update it to be the wrong mobile number (ie. one that isn't theirs).
Once we start sending notifications you may be contacted by an external person complaining that they are receiving notifications from Majestri/your club about money coming out of their bank account and they have no idea what it's about.
You first need to locate the offending Payment Plan that has the wrong mobile number recorded. The biggest clue is the amount that is being debited. If you subtract our $0.99 debit charge, you are left with the instalment amount that should match up with at most a handful of debit amounts. The exception may be if there are outstanding rejection or cancellation charges also being debited, but you should be able to use the amount to find the plan.
Once located, you can drill into the Payment Plan and click the SMS Preferences link on the right-hand side of screen. You'll be able to change the mobile number in the popup screen that appears.