When you click on a member in the recipient list within a payment request, you’ll be taken to a page showing detailed payment information for that specific member. This page is divided into several key sections to help you manage and track payments.

Summary

The summary provides a quick snapshot of the member's payment status, including:

Status: Indicates whether the payment is Paid, Unpaid, or Exempt.
Type: Shows the type of payment request (e.g., one-time, installment).
Amount Paid: Displays the total amount the member has paid so far.
Outstanding: Shows the remaining balance the member still owes.
First Due Date: Indicates the first date the payment request is due.
Payment Contact: Provides the name and contact information of the person responsible for the payment, which could be the member, a guardian, or another contact.

Active Claims

This section lists all payment claims or segments sent to the member as part of the current request. You’ll see information such as the product name, whether the claims are optional, the price, any discounts, net price, payment status, and due date.

Use the three dots in the upper right corner of the Active Claims box to:
- Generate an Invoice
- Register a Manual Payment

Edit: Click the Edit button to modify details of unpaid claims, such as changing the payment type, due date, price, or exempting specific claims.

NOTE: Paid claims cannot be changed.

Unreceived Claims

This section shows new claims that are applicable to the member but have not yet been sent, or claims the member has been exempted from. You can add the member to these claims at any time.

Payments

The Payments section provides an overview of all payments made for this request, with categories such as:

All Payments
Paid
Future Withdrawals
Failed Automatic Withdrawals

Clicking on a payment will show detailed information, including the amount paid, transaction fee, net amount, payment date, and product description.

Refund Payments

To issue a refund, select the member in the recipients list, go to the Payments received section, and choose the payment you want to refund. Click the three dots in the upper right corner to initiate the refund.

You can choose to:

Refund the full amount (including transaction fees)
Refund the amount excluding transaction fees
Provide a partial refund by entering a specific amount

NOTES:

Payment Processing: Refunds take about 5-10 business days to appear in your club's account.
Refund Credits: A 'Refund Credit' lets the club issue refunds even if the account balance is negative.
Refund Credit Limits: Clubs can apply to extend this limit if needed.The club's account (provided by Stripe) allows overdrafts for refunds up to a certain limit:
- Norway: NOK 10,000
- Australia: AUD 1,500
- Canada: CAD 1,000
- Ireland: EUR 1,000
- United Kingdom: GBP 1,000
- USA: $1,000
- Switzerland: CHF 1,000
- Eurozone: €1,000
Transaction Fees: If you refund without covering the transaction fees, inform the member they won't receive that fee back.
Using the Refund Credit: The amount used for refunds will be deducted from the next payment the club receives. Spond provides security to Stripe for the refund credit amount used.
Negative Balance: If the account balance is still negative three months after using the refund credit, Spond will invoice the remaining negative balance to the club.

Frequently Asked Questions

Can I change the payment type after a payment request is sent?

No, once a payment request is sent and any claim is marked as paid, you cannot change the payment type.

What happens if I exempt a member from a payment?

Exempting a member removes their obligation to pay for that specific claim. In the Active Claims section, uncheck the box next to the claim, add an optional comment, and click Save.

Can I modify the due date or amount for unpaid claims?

Yes, in the Active Claims section, use the Edit button to change the due date or price of any unpaid claims.

How do I generate an invoice for a payment request?

In the Active Claims box, click on the three dots in the upper right corner, then select Generate Invoice. Follow the prompts to create the invoice.

What is the process for issuing a refund?

Go to the Payments received section for the member, select the payment you want to refund, and click the three dots in the upper right corner. Choose whether to refund the full amount, exclude transaction fees, or issue a partial refund.

Will members receive a refund to the same account they used for payment?

Yes, refunds are issued to the same account used for the original payment. It typically takes 5-10 business days for the refund to appear on the member’s bank statement.

What happens if the club reaches the automatic refund credit limit?

Once the credit limit is used up, you must apply to increase the credit limit. If no payments are received within three months, Spond will send an invoice for the outstanding credit balance related to refunds.

What if a member has multiple active claims in different segments?

Members with multiple claims will receive payment requests for each segment. You can exempt them from specific segments using the Edit button in the Active Claims section.

Can I add new charges to a member after the initial payment request is sent?

Yes, you can add new claims that have arisen under the Unreceived Claims section. Simply select the claims to include them in the member’s payment request.

Do I lose transaction fees when issuing a refund?

If you refund the full amount, the club misses out on the transaction fees (2.99% + 2 NOK per transaction). You can choose to refund the amount excluding fees if you don't want to cover this cost.

The Club Payments Process for members

Managing Deactivated Members in Spond Club

Managing Member Information

Creating a Payment Request in Spond Club

Settlement Reports in Spond Club