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We are excited to announce the launch of updated product names, logos, and headers within our user interfaces as part of the CivicPlus® Solution Rebranding initiative. These changes mark the first step toward creating a cohesive and seamless user experience across all solutions in our portfolio. As part of this transition, users may notice minor design updates. While the functionality you rely on remains unchanged, we are in the process of updating screenshots and other resources on our Help Centers to reflect the new branding. We appreciate your patience and understanding as we work to complete these updates.

Indicate a Bad Payment

  • Updated:

When you have a bounced or bad check, or a user reports a transaction as fraud to their bank, you should use Bad Payment Reversals. In those cases, the credit card company takes the money out of your merchant account, so this is how we put the balance back into the cardholder's account and recover those funds.

 

Important Note 

  • ACH transactions will always show as successful in Recreation Management regardless of whether the payment was received or not. Please check your gateway provider to verify if an ACH payment was received. If it was not received, follow the steps below to Indicate a bad payment in Recreation Management.

 

 

Instructions

  1. Login to Rec 
  2. Ensure you are on the Accounts tab 
    Rec Accounts Tab.png
  3. Search for and select the desired user account
    search and select user
  4. Select Indicate Bad Payment under Account Actions
    indicate bad payment
  5. Select the Transaction with the bad payment
    select transaction
    • Note: Select the Transaction number to open the receipts from this screen.
  6. Fill in the additional Bad Payment fields
    bad payment fields
    • Transaction Date: Indicates the date that the reversal is in effect; you can backdate this, or date it for today. This will be the date on the receipt
    • Additional Bad Payment Charge: Adds an additional fee add-on to this transaction (such as an NSF fee or a chargeback fee)
    • Apply Flag to Account: Apply a flag to the account
      • Note: Flags can be used to suspend access to membership check-ins or new registrations (will not prevent facility reservations). View our Account Flags article for more information.
    • Note For Reversal: Add notes about the reversal for documentation
  7. Select Continue
    continue bad payment
  8. Review and select Submit
    submit bad payment
  9. A Bad Payment Reversal Receipt will appear
    bad payment receipt
    • Receipt:
      • Email: Send receipt over email
      • Print: Print from computer
      • Thermal: Print on receipt paper
    • Permit:
      • Email: Send permit over email
      • Print: Print from computer
        • Note: Permit is only visible if bad payment is associated with a permit

 

In-Article Glossary

Review the Help Center Glossary, a comprehensive explanation of the acronyms, abbreviations, and company-specific terminology. The terms located in this section are listed alphabetically:

  • ACH: Automated Clearing House network. An electronic fund transfer is made between banks and credit unions across what is called the Automated Clearing House network.

Comments

Let us know what was helpful or not helpful about the article.

2 comments

Date Votes
  • Kennedy, Robert

    Does this work for customers that paid via credit card as well?  I see your example is for people who paid with the payment method "user credit".

    0
  • Trish Cadwell

    My desk clerks are unable to access "Indicate Bad Payment".  They end up voiding it and this causes the account to still have a balance for the membership, but no longer have the pass to that membership.  I can't find how to give them permission to access "Indicate Bad Payment".

    0

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