Help Guide

This help guide is specific to merchants who sign-in through https://portal.ezypay.com/login. 

It is intended to provide key instructions and information for a seamless Ezypay experience.

 

1. Create a payment plan

 

A plan is a template containing payment instructions which can then be used to sign up a customer to a subscription payment. A customer subscription must be created from a plan.

• In the left navigation pane, select 'Plans'.
• Select the plus button (+) at the top of the page to open the New Plan creation wizard pop-up panel.
• Follow the steps outlined in each page of the wizard to set up your plan.

Notes

• Initial fee: An additional one-off amount to charge your customer in the first payment collection. It will not be added to the recurring payments.

• Prorate: The first billing amount will be a prorated amount + the first full recurring amount. If initial fee is entered, the initial fee amount + the first full recurring amount takes precedence for the first billing amount, whether the subscription’s plan was set up to be prorated or not.

 

2. Add a customer

 

a. Add a customer without any subscription

• In the left navigation pane, select 'Customers'.
• Select the plus button (+) at the top of the page to open the New Customer creation wizard pop-up panel.
• Enter all the required details.
• Select 'Save'.
• You can then opt to immediately subscribe the customer to a payment plan.
• Or select 'Done' if you do not wish to add a subscription.

 

b. Subscribe a customer to a payment plan

Method A

• In the left navigation pane, select 'Customers'.
• Select the Customer’s name.
• Select the plus button (+) for Subscriptions to open the Add Subscription wizard pop-up panel.
• Follow the steps outlined in each page of the wizard to sign up the customer to the selected payment plan.

Method B

• In the left navigation pane, select 'Plans'.
• Select the Plan’s name.
• Select the plus button (+) for Subscribed Customers to open the Create Subscription wizard pop-up panel.
• Follow the steps outlined in each page of the wizard to sign up the customer to the selected payment plan.

Notes

• If the customer does not have an existing payment method with the merchant, an email will be sent to the customer to enter their payment method details in a secure online payment method form. Thereafter, the subscription will automatically be activated according its details.
• The link to the secure online payment method form will be invalidated after the subscription has been activated or expire after 30 days-whichever comes first.

c. Provide online signup link to a potential customer to self subscribe to the payment plan

• In the left navigation pane, select 'Plans'.
• Select the Plan’s name.
• Select the Share icon for the Plan.
• In the Plan Sign-Up Link pop-up panel, select 'Copy Link'.
• You can then share this link to the potential customer. The link will open to an online signup form for the customer to enter their details to subscribe for that payment plan.

3. On-demand Invoice generation

• In the left navigation pane, select 'Customers'.
• Select the Customer that you want to create the on-demand invoice for. Check if payment method is valid.
• Under 'Invoices' section, select 'On-Demand'. Click the plus button (+) on the right.
• Select Payment Date and the available valid Payment Method.
• Click on the 'Next' button to save the changes.
• Under 'Invoice Items', select 'Add invoice item'.
• Fill up all relevant information and click 'Save'.
• Proceed to the next page for a final check on the details before clicking on 'Create'.
• On-demand Invoice created. System will automatically add any Customer Paid Ezypay fees at this stage. Click on 'Done.

4. Cancel a payment

 

a. Cancel all future payments in a customer’s subscription

• In the left navigation pane, select Customers.
• Select the Customer’s name.
• Select the Subscription to be cancelled.
• Select the Edit icon at the top of the page to open the Manage Subscription pop-up panel.
• Select 'Cancel'.
• Select the effective Cancellation date.
• Select 'Cancel Subscription'.
• Select 'Accept'.

Notes

• Please ensure the cancellation is effective at least one day before the next scheduled payment collection.
  • Example A: If next scheduled payment is today, cancelling the subscription today may not cancel today’s payment collection as it may have already been sent for payment processing. You may first want to check if the invoice payment for today has already been processed.
  • Example B: If next scheduled payment is on 1st September, then effective cancellation date should be at the latest on 31st August to avoid payment collection on 1st September.
• If cancellation is effective today, the subscription status will be immediately updated to Cancelled.
• If cancellation if effective on a future date, the subscription status will be updated to Pending Cancellation.
• You can still Undo Cancelation if the cancellation has not taken effect.
• The subscription status will be updated to Cancelled slightly past midnight on the effective cancellation date.

b. Cancel collection of next payment in the customer’s subscription

• In the left navigation pane, select 'Customers'.
• Select the Customer’s name.
• Select the Subscription.
• Select 'Future Invoices'.
• Select 'Edit' for the payment collection date that you wish to cancel.
• Select 'Remove Invoice'.
• Select 'Delete'.
• The selected future payment will be removed from the Future Invoices list.

Notes

• Once a future invoice has been removed, you will not be able to retrieve it again.

c. Write-off a failed payment

If you no longer wish to collect payment for a failed invoice, you can write-off the invoice.

• In the left navigation pane, select 'Customers'.
• Select the Customer’s name.
• In the list of Invoices (it may be under the Subscription or On-demand tab), select the desired invoice.
• Alternatively, you can search for the invoice via the Invoices page accessible from the left navigation pane.
• Select the Invoice Actions function (represented by 3 dots …) and then select 'Write-off Invoice'.
• Select 'Confirm'.

Notes

• Once an invoice has been written off, you will not be able to reattempt payment collection.
• Any customer paid fees will be reallocated to be paid by merchant upon write-off.

5. Refund a payment

 

You can fully or partially refund a successfully paid invoice where the payment was collected via Ezypay. Invoices marked as paid cannot be refunded via Ezypay.

• In the left navigation pane, select 'Customers'.
• Select the Customer’s name.
• In the list of Invoices, select the desired invoice.
• Alternatively, you can search for the invoice via the Invoices page accessible from the left navigation pane.
• In the Invoice page, select the Invoice Item(s) to be refunded.
• Select the action to 'Partial Refund' or 'Refund'.
• For partial refund, enter the desired amount.
• In the confirmation pop-up box, select 'Accept'.

Notes

• A refund fee is charged to the merchant on each refund request.
• Any customer paid fees, such as the transaction fee, will be reallocated to be paid by merchant upon a successful refund.
• You cannot partially refund an Ezypay fee to the customer. You can only refund an Ezypay fee in full

6. Settlement report guides

• Settlement report CSV guide
• Settlement summary report guide
• Settlement tax invoice user guide

7. Invoice Statuses

Invoice Status	Description
Failed	An invoice that has been updated to Failed due to one of these reasons: Attempted payment collection returned as failed and no further attempts were scheduled No attempted payment on due date because no payment method is linked A chargeback/dispute
Paid	An invoice with successful payment collection An invoice that has been marked as Paid due to external payment collected
Partially Refunded	A paid invoice which has partial of its paid amount refunded
Pending	An invoice is scheduled for payment collection but… billing could not be processed, possibly because billing has been disabled for the merchant, or billing has yet to be processed for the day (pending billing to be run).
Processing	An invoice in which payment collection is currently in progress where its transaction has yet to be returned as success or failed by the bank
Refunded	A fully refunded paid invoice
Unpaid	An on-demand invoice is created with a scheduled payment date in the future A failed invoice that has been automatically set to rebill in a future date A failed invoice that had its scheduled payment date updated to a future date for collection
Written Off	A failed invoice that has been written off because no longer want to collect payment for it

 

8. Subscription Statuses

Subscription Status	Description
Pending	subscription is created but not activated
Future	subscription has been activated but not started (scheduled to start in a future date)
Active	subscription with active billing and no failed payments; includes subscription pending cancellation
Past Due	when there’s an uncollected invoice payment, e.g. failed invoice, unpaid invoice past due date
Completed	subscription automatically ended according to the subscription schedule
Cancelled	user initiated cancellation; subscription may not have been completed according to its schedule