Famly Pay takes care of the entire process of accepting payments, updating accounts, and clearing debt. You can keep track of everything with the overviews of how it's working.

Transactions and Payouts

To see an overview of upcoming and past transactions and payouts:

  • Log in to the app and click on the Finances icon.

  • Then click on the Famly Pay report.

  • The overview is the first screen you see (as below).

Started

The Started section shows payments have been initiated by a parent, but not yet completed. This typically involves payment methods such as Direct Debit that take multiple days to complete.

Completed

The Completed section shows payments which have been successfully completed and are in your account with our payment provider. They will be scheduled for payouts to your bank account in the near future. If you have experienced disputes or payments with late failures that has caused money to be withdrawn from your account, these will be included here until they have been reconciled.

In payout

The In payout section shows payments have been scheduled for payout to your bank account. Corrections that have been reconciled in a coming payout will also be shown here. You can see a list of all pending, in transit and completed payouts below.

Payouts

The Payout section is a list of all past and pending payouts. On the right you can see the total amount being paid out and the processing fee that's been deducted in brackets. Clicking into a payout will breakdown which payments are included in the chosen payout.


Overview of payments and status

To view all payments (and their status):

  • Log in to the app and click on the Finances icon.

  • Click in to the Payments report for an overview of all payments created in Famly.

The Method filter is useful for getting more of an overview of the same type of payment. To get an overview of the status of payments, you can filter by Transaction status:

  • Completed - the payment is completed

  • Disputed - A complaint. A parent has contacted their bank or card provider and disputed the payment. In most cases, this only happens if the parent does not agree with the charge.

  • Failed - This can happen due to a number of reasons such as insufficient funds, parent entering incorrect postcode details, card expired, the BACS mandate has been cancelled, or the bank account has been closed. The payment has not been processed or saved. The parent will receive an email informing that the payment failed. A failed payment will show on the bill payer's account, but the amount will not count towards the balance.

  • Pending - The payment has been created but not started yet. It will start when the payment method (BACS Direct Debit) is ready and then change to 'processing'. This takes about 2-3 working days.

  • Processing - The payment has been started but it takes a few days to complete depending on the payment method.

  • Refunded - The payment was completed but paid back to the parent. It is not included in their balance.


Automatic payments

For customers who signed up to Famly Pay before August 10th, 2022

When you set up Famly Pay, you can choose to enable automatic payments by the child's bill-payer. Naturally, the bill-payers at your setting can still opt in or out of this, enabling Automatic Payments just gives them the option to use it.

Go to Get Started and then to Famly Pay. At the bottom of the setup menu, click Allow bill payers to automate payments, or to edit this setting, click Edit details.

  • Choose when during the month the automatic payment run takes place.
    You can select between:

    • First working day of the month

    • Last working day of the month

    • An exact date in the month

  • Or you can choose weekly automatic payment runs that take place on your chosen day of the week

On your chosen day for automatic payments, the system will look at all bill payers with outstanding balances and attempt to charge them (given that the bill payer has opted in for automatic payments).


For customers who signed up to Famly Pay after August 10th, 2022

When you set up Famly Pay, automatic payments will automatically be enabled. Naturally, the bill-payers at your setting can still opt in or out of this, they will just always have the option to use an automatic method.

Go to Get Started and then to Famly Pay to see your settings for automatic payments.

  • You can view the Fees for each payment method by hovering over the information option to the right.

  • Debit cards will be enabled by default to ensure that at least one payment method is enabled.

Here you can also choose whether you'd like to run automatic payment every week or every month.

  • If you select monthly you can choose between:

    • First working day of the month

    • Last working day of the month

    • An exact date in the month

  • If you select weekly you can choose which day of the week you'd like the run to happen on.

On your chosen day for automatic payments, the system will look at all bill payers with outstanding balances and attempt to charge them (given that the bill payer has opted in for automatic payments).

To see voucher options click to expand the drop-down and use the below information to choose which settings for voucher inclusion you'd like.


Vouchers

If a parent partly pays their invoice using vouchers, these vouchers can be included in the Famly Pay automatic payment run. There are three options in regards to including vouchers in automatic payments:

  • Don't include

  • Include all past and future confirmed payments

  • Up to and including the month after the billing date

  • Up to and including the month of the billing date

The system will show (when selecting these options) which vouchers will be included in your next automatic payment run.


Refunds

At the moment, Famly Pay does not offer refunds. Any credit you need to pay back to the bill-payer must happen outside the app. Just remember to add the activity to the parent's account by creating a negative payment.

I need more help:

Did this answer your question?