For everyday operations, Troly allows you to record transactions for offline payment methods (cash, EFTPOS, cheque, bank transfer) and online payment methods (Visa, MasterCard & AMEX credit cards) as long as you have one payment gateway installed. When running a club or getting website orders, you can:
- process credit cards in bulk, in minutes
- notify your customers whenever a payment is declined
- handle exceptions (e.g. if someone in your club prefers paying by cash)
Using Troly to Process payments
You can process payments for one or many orders (in bulk) at the time. The process follows the exact same steps for both types of payments. All orders must also be paid before being picked-up or dispatched.
Pay a single order
To process a payment for a single order, from the customer's order page, click on the Pay button.
Paying multiple orders
To process multiple payments at once, from Operations → Orders, process all orders pending for payment or select them one by one and click the Payment button.
Payment by credit card or offline methods
For both types of payments, a dialog opens asking which method should be used:
Note: In order to accept payments made by credit card, you need to have a payment gateway installed. All credit card payments going through Troly will be made using this payment gateway.
Offline payments (Cash, EFTPOS, Cheque, and Bank transfer) only require to configure the Offline Payments Add-On. Offline payments are only recorded, and no amount is captured in the system.
Charge a credit card
If you click on Change to charge, another window will open and allow you to Charge the credit card. As opposed to the pre-authorized functionality, this will charge your customers credit card straight away and change the status of your pick-up order to Processing or of your shipment order to Ready to Pack.
If you record an EFTPOS, cash, cheque, or bank transfer transaction on your terminal or POS, the order has to be processed using the Paid Offline▼ drop down. Ensure that your Offline Payment add-on is installed in Troly first.
Payments made with offline methods such as cash, cheque, EFTPOS, and bank transfers are always successful as they are not captured by the platform. It's your responsibility to reconcile your offline transactions once they're successful.
If an external EFTPOS machine is used, Troly cannot access the related transaction information. Troly only records the payment that was made through a specific payment method, the EFTPOS payment is recorded as an "offline" payment in Troly. If you need information about a specific EFTPOS transaction, you need to get in touch with your EFTPOS machine provider and provide them the transaction details.
Pre-authorize a credit card
Why using the payment pre-authorization option
When clicking on the Pre-authorize credit card button, you pre-authorize a card, you do not actually transfer any money. The amount will not appear in your account until the card has been charged. Technically, the amount is still in the account of the cardholder, although they cannot spend it. This guarantees that it will be available when you charge the card.
Because there can be some time between the moment you charge your members and the moment you dispatch their orders, some businesses prefer to pre-authorize the amount until the order is on its way. Note that any 'unused' pre-authorizations automatically expire after 5 days. The orders are, in this case, put back in the 'Awaiting Payment' status on the Operations page.
In Troly, pre-authorized payments are automatically charged once an order has been Dispatched or Completed (once the orders have been packed and labeled).
To charge the pre-authorized order and capture the funds you must Dispatch within 5 business days.
Once an order is pre-authorized, you have 5 days to dispatch the parcels in order to process the payment. After 5 days, if no payment is being captured on your customer’s credit card, the pre-authorization will be automatically canceled in Troly.
Orders that have been pre-authorized more than 5 days ago will be automatically reverted to the Awaiting payment status. The orders will be re-categorized in the Operation page and will be found under the Awaiting payment status filter.
Your Operations dashboard reflects the amount of time left for each pre-authorized order to be paid before the pre-authorization is being canceled. You will see a message saying ‘Authorisation expires in 4 days from now‘. When the pre-authorization is canceled, Troly will add a message to the order so that you will see these orders at a glance.
If you charge your customer’s credit card after the pre-authorization has expired, Troly will not capture the card pre-authorization, it will simply charge the credit card on file.
You are able to cancel a pre-authorization on an order if needed. If you need to cancel a pre-authorized order, click Cancel Pre-Authorization on the order page itself.
Wholesales Postponed Payments
The 'On Account’ payment option allows you to record the wholesales transactions that are not paid on purchase for accounting purposes. You need to reconcile those transactions yourself like for other offline payment methods.
The 'On Account' payments appear in your End of Period report under the "Expected External Deposits" section.
Note that an invoice is still produced upon order confirmation. However, the invoice doesn't show the 'Paid' stamp.
In order to set up your wholesalers, you will need to first set up your on account customers as such in their customer profile pages in Troly: simply fill out the 'Company Name' field and tick the 'On Account' option.
Please contact our Support Team ([email protected]) to allow the 'On Account' feature in your Troly account. This feature will appear under the 'Paid offline' drop-down menu:
Once payment is successful, the order cannot be changed or canceled. If an error was made and you wish to cancel it, you must refund it first.
If you wish to notify your customers about successful transactions, you can modify your configuration settings accordingly on the Communications page.
Payments by credit card can fail for many reasons. The bank may decline the transaction if the funds are insufficient, the card has expired or is invalid, etc.
Clicking on 'declined' next to the order amount or looking will provide more details about the payment rejection.
The full error message is also available at the top of the order.
When it happens, you should get in touch with your customers to clarify the situation with them. Troly can send an automated email or SMS notification (if you have configured the Add-On) to your customer to ask them to update their details. You can configure it on the Communications page.
You can also manually send an SMS or email through the bulk actions, for one or many orders. First, select the order(s) for which you want to send a message. Then click on the Bulk actions button. Double-check that the number of orders matches what you expect. Select 'Email' or 'SMS' (fees apply) according to how you wish to reach your customers, type your message, and click on the Send message button.
Of course, you can contact the customer directly on the phone. This is the quickest way to sort things out when there are only a few orders to handle.
As mentioned above, depending on your company's communication settings, your customers may receive email or SMS notifications regarding their successful and declined payments.
You should also know
An invoice is produced upon payment and automatically sent to your customers. The invoice contains the following:
- your company details (name, email address, delivery address, phone number, ABN)
- a 'PAID' stamp
- the order details (content description, unit prices, and total prices)
- any discount recorded for this order
- your customer's details (name, email address, delivery address, phone number)
- the invoice date and reference number
- the payment details (RRN, Authorisation code, payment method)
Note that the Wine Equalisation Tax is not displayed on the invoice but is already included in the total amount.
You can retrieve any customer invoice by searching in your Document Center.
Finding a payment in Troly
You can locate payments on your Customer page Activity Feed and use the 'Activity Description' filter to select 'Payment Type' only.
If your customer confirms 'troly.io' or 'Your Wine Club Darlinghurst' appears on their bank statement, the transaction could have been registered as Guest Customer.
In any case, to investigate a missing transaction, we need the date and time, amount, customer name, and bank authorization code of the transaction.
Your Next Step
Credit card surcharges
You can configure surcharges for certain credit cards. This is generally used to encourage customers to use cards that cost you less.
Fees can be percentage-based or a fixed amount. You can also configure it by credit card type (Amex, MasterCard, Visa, Diners club...). Configure surcharges with the Credit Card Surcharge add-on.
Credit Card CVV/CVC Numbers
By default, CVV/CVC numbers simply improve the likelihood of a transaction being accepted by the bank as you're providing more information to the customer's bank.
Troly does not have any requirement for a CVV/CVC to be present, however, you may see some cards decline with a generic 'Declined' message if it isn't present.
An issue with an order payment? Please check our Troubleshooting payment issues article to fix it.