1. Where to find GoCardless in Coacha
GoCardless can be found in the Money section of Coacha.
- Integration can be completed in Money > Settings.
- Plans can be created in Money > Manage Plans
- Members can be attached to plans/direct debits can be set up in Money > New Payment.
2. How to create a GoCardless account
Head to Money > Settings > Create a GoCardless account
A new window will open directly to GoCardless’ signup page. Fill in the information here and click ‘Create account’.
You should then be redirected back to Coacha and GoCardless will be set up on your account.
3. Connecting an existing GoCardless account
Head to Money > Settings > Connect to GoCardless.
A new window will open directly to GoCardless’ login page. Fill in your login information here and click ‘Connect account’.
You should then be redirected back to Coacha and GoCardless will be set up on your account.
4. Verifying your account
In order to complete your integration, you need to verify your bank account. Further information on setting up & verifying your GoCardless account can be found here.
5. What GoCardless account do I need?
You only need the very basic GoCardless account to integrate with Coacha. However, there are several other upgrades available which you can find out more about here.
6. Which currencies do Coacha & GoCardless support?
Currently all payments will be processed in GBP (£). Coacha will imminently be launching in the USA when we will process in USD ($) too. Also, the ability to take Euros will be rolled out later on in 2020 (contact us for more info).
7. Can I import my existing direct debits into Coacha via GoCardless?
Unfortunately, we don’t have the ability for you to pull in your existing direct debits at the moment. Any subscriptions you need to occur within Coacha and GoCardless needs to be set up within Coacha.
Setting up subscriptions & collecting payments
1. How to set up a subscription plan
Setting up subscriptions in Coacha will enable you to automatically bill your athletes so you’ll never have to hear “I’ve forgotten my subs” again!
To get started, head over to the “Money” section in the main navigation and select “Manage Plans”.
Here you will see a list of the plans you’ve already set up. Head to the ‘Create a new payment plan’ section.
Now all that’s left to do is enter the details of your subscription. Select ‘GoCardless’, give it a name, assign a billing frequency and tell Coacha which day or date you would like to collect your subscription
Note: If you create a Stripe plan and then decide you’d like to use GoCardless, you’ll need to recreate the plan changing the service.
When you’re done, just hit “Create this plan”, and you should see it appear with the list of plans ready to use.
2. Encouraging members to pay via subscription (direct debit)
There are lots of fantastic reasons you’ll want to encourage your athletes to start paying via direct debit. Click here to view GoCardless’ 6-point article to maximise the amount of members paying via direct debit.
3. Setting members up on a subscription plan (direct debit)
Coacha’s subscription feature lets you to take complete control of your finances. Gocardless charge just 1%+20p per transaction.
If you haven’t already done so, the first step is to ensure your Coacha account is linked to GoCardless, and then you’ll need to set up your subscription plan.
Once you’ve got that taken care of, you just need to assign the subscription to a member. To do so, head to Money > New Payment.
Or, from the 4 quick links at the top of the Dashboard, click ‘Create a New Payment’.
Then you need to work your way through the steps.
a) For Step 1, tick GoCardless
b) Then search for the correct members and click ‘Add’.
*Top tip* If you want to add members from within a member group or class, open a new browser window with the list of members, minimise the screens so they’re side by side, and use the other browser as a list when adding the members.
i) Select a subscription plan.
If you need the subscription to end after a certain amount of time, select a subscription end date.
Then you can click one of the below.
ii) Hitting ‘Send request’ will send the member a payment request which will go to their email. If they don’t complete the request, you’ll receive a notification within 7 days.
iii) Or if the member is with you/on the phone, you can submit card details there and then. Just click ’Pay Now’ and follow the on-screen instructions to set the payment up.
Review the information and click ‘Set up Direct Debit Agreement’ once you’re pleased everything is as it should be.
Then all you have to do is allow the member to complete their card details in the fields provided and click ‘Set up Direct Debit’.
Once this is complete, your member’s subscription will be set up and will commence from the next payment date.
And don’t forget, you can head to your Money Dashboard or the member’s profile to view the status of payments at all times.
4. How to take a one-off payment with GoCardless
One-off payments via GoCardless ucrrently aren’t supported in Coacha. It’s something we’re working on and the functionality will be launched imminently.
5. How to cancel a subscription
Every so often a member will leave and you’ll need to cancel their subscription (direct debit). Here is how you do that:
Navigate through the main navigation to Money > Manage Plans.
Here you’ll see a list of plans that are set up. If the plan has an active member(s), there’ll be the ability to view those members on the right-hand side of the plan. Click that button and this will show you an active list of members in that plan.
If you need to cancel a member, find the member in the list and click ‘Cancel’. This will cancel their active subscription/direct debit which will reflect in the Money Dashboard too (Money > Money Dashboard).
Remember that this can’t be undone!
Members don’t have the ability to cancel the subscription within Coacha themselves. In the rare instance a member may go directly to their bank to cancel a payment, you will be informed on the next payment date when the payment fails.
6. How long does it take for payments to hit my bank account?
It can vary, but once payments are made, the money should be paid out within a minimum of 2 working days. It’ll be visible in your account between 2 and 5pm. See here for a more specific idea of GoCardless timescales.
7. What happens if a payment fails?
Payment failures are much lower with Direct Debit than with credit or debit cards (which can expire or be lost or stolen). Should a payment fail, GC will retry to take the payment 3 times it at no extra charge.
You will be notified every time a payment fails and you can always head to Money > Money Dashboard for a live update of where each payment is in the payment process.
8. How do I make a refund to a member?
If you need to make a refund to a member/parent, you’ll need to do this directly within GoCardless. It’s a quick and easy process and you can find a helpful guide how to do it here.
9. How do I mark an invoice as paid?
Coacha will automatically update the status of your payments as soon as they have been made. You don’t need to worry about doing anything.
10. What happens with chargebacks?
A chargeback is when a payment is taken in error, or when a member doesn’t recognise a payment, therefore reports it as taken without their authorisation.
Chargebacks as a notification in your notification menu, however, the payment status in the Money Dashboard will appear as ‘Failed’.
Read more about chargebacks here.
11. What happens with late failures?
In rare cases, a member’s bank may report a payment as failed more than 1 business day after the payment date. This results in the payment being marked as ‘paid’.
Usually in these cases, the bank will inform GoCardless in the following working day's report (two working days after the charge date), however on very rare occasions this can take longer.
Once GoCardless receives notice of the failure, the payment status will be updated. Late payments will show as a notification in your notification menu, however, the payment status in the Money Dashboard will appear as ‘Failed’.
Within the SEPA (Eurozone) Direct Debit scheme, late failures are more commonly found to occur several business days following the payment charge date. As such, GoCardless recommend allowing a minimum of 7 business days following confirmation of a payment being successfully charged, before processing a refund of said payment to your customer.
Please note: If GoCardless doesn't receive a failure report by the time the payment is submitted within a payout, the funds will be sent. If GoCardless then subsequently receives the failure report, this will be added to the payment status timeline and you will be notified via email.
The amount of that payment will also be marked as a negative balance on your merchant account to be deducted from your next payout prior to submission to balance out the funds. You will be able to see this in the Debits / Credits breakdown of the corresponding payout in your GoCardless dashboard.
You can find out more about negative balances here.
Read more about late failures here.
12. How do I know which mandates have been set up?
Just head to Money > Settings > View Mandates for details on which members’ banks have successfully set up their mandate.
It also includes mandate statuses as below:
- Pending customer approval: the mandate has not yet been signed by the second customer
- Pending submission: the mandate has not yet been submitted to the customer’s bank
- Submitted: the mandate has been submitted to the customer’s bank but has not been processed yet
- Active: the mandate has been successfully set up by the customer’s bank
- Failed: the mandate could not be created
- Cancelled: the mandate has been cancelled
- Expired: the mandate has expired due to dormancy
13. How can I quickly see payouts from GoCardless?
A payout is the funds paid from GC to the club owner after the payment date. It is not related to a "One-off-payment" or "Subscription". It includes the funds that GoCardless releases to your club.
To view payouts, you can head to Money > Settings > View Payouts.
14. When will funds hit my account?
Please note, there are initial clearing periods for GoCardless where your funds are held for an additional few days before allowing you to withdraw/deposit them into your account.
On a normal basis, after payments are made to your GoCardless account, your bank account will be deposited after 2 working days. However, if you have just set the your account up, this whole process takes around 6 working days. See here for information on collecting payments when no mandates exists.