Welcome to Ezidebit

Resources to assist in your transition

We're here to support you every step of the way

Hello! We’re glad you’ve made it to our resources page. We know that change can be scary, so we’ve curated information to help you with your transition to Ezidebit.

We want you to know that we are here to support you every step of the way. You can click here to be taken to the Contact Us page, here we outline all the ways you can get in touch with us. Phone, email, live chat, however you want to start the conversation, we’ll be standing by.

Below you will find an index to all the resources you’ll need to get you started.

Quick find


Click on any of the topics below to be taken directly to that resource.

Advising your customers of the change

New Features

New payment technologies

Payment plans

Dishonour SMS/email notifications

Refunds

Putting customers on hold

Demo Portal

Frequently Asked Questions

Resources

Changes to Functionality

Transaction fees

Dishonour / default fees

A change to terminology

Direct debit forms

Payer sign up request

SMS notifications

Dishonoured payments

Client groupings

Advising your customers that Ezidebit will be processing their payments

Your customers have signed a direct debit arrangement that authorises eDebit to process payments against their account/card. As their payments will now be taken by Ezidebit they will need to be advised of this change to their direct debit arrangement, and that Ezidebit will now be processing their payments on your behalf. We have prepared a template that you can use to email each of your customers, and it is available here for your convenience. This should be sent before your account transition is finalised.

New Features

integrated software
integrated software

New Payment Solutions

There are more ways to pay than ever before! As an Ezidebit customer you can gain access to additional payment solutions to suit your business needs. You can speak to our Support team at any time about adding BPAY, Real Time Payments and EFTPOS to your account.

payment options
payment options

Payment Plans

To make it easier to sign up new customers, you can create payment plan templates in EziOnline. These plans enable you to create a template that can be used for your most common payment arrangements with your customers. When you are setting up a new customer, you can select the relevant payment arrangement to pre-populate details such as recurring payment amount, payment frequency and duration of the arrangement.

customer control
customer control

Dishonour SMS/Email Notifications

Ezidebit will send notifications to your customers via SMS and/or email completely free of charge when their payments have failed. This notification will advise your customers when any of their payments have failed.

If you would prefer that we don’t send this notification, you can request that we turn it off by contacting our Support team.

set and forget
set and forget

Refunds

You will have the ability to refund a customer’s transaction directly within the EziOnline portal. Refunds can be processed for any payment that has been successfully settled to your business. A refund fee will continue to apply, however this is reduced from the eDebit fee.

To initiate a refund through the EziOnline Portal, you will need to have equivalent or more funds available in your "Funds yet to be settled" section of your Dashboard.

Note: If you are using software that is integrated with Ezidebit, you can only process refunds if your software allows this.

Any transaction that was originally processed by eDebit cannot be refunded through Ezidebit. If the request for refund is made within six months of the transition of the account from eDebit to Ezidebit, you can contact eDebit to discuss the refund process. Otherwise, the business will need to refund directly to the customer (e.g. bank transfer).

customers
customers

How to put a customer on Hold

If you need to temporarily stop payments for a customer (e.g. if they are going on holidays), you can select the Suspend Payer option in the Payer Profile page in Ezidebit Online. This enables you to specify the start and end date of the suspension period. Payments that are scheduled for processing between these dates will be updated to Skipped and they will not be processed. If the payer has a fixed schedule, the skipped payments will be automatically added to the end of the schedule as each one is missed.

You can also change a payer to a Hold status in EziOnline. This will stop any payments from being processed until you change the status back to Active at a future date.

complete

Direct Debit forms

If your customers sign a printed direct debit form, you will need to start using an Ezidebit Direct Debit Request (DDR).

You can download your DDR from the EziOnline portal. You can create different versions of Direct Debit Forms to suit your business needs. Form creation can be completed on EziOnline in a few simple steps - you can watch our DDR Form "How To" video here.

Your login details for EziOnline will be sent to you on the day before your account is migrated.

Once your account has been migrated to Ezidebit, you will no longer need to email DDR forms. Please ensure you securely store signed DDR forms for up to seven years, as you will need to be able to provide a copy of the DDR form in the event a dispute is raised by your customers.

Top tips

A Change to Terminology

You will notice that there are a few changes in terminology that you may be used to within the webDebit portal. In the webDebit portal you are used to seeing clients, when you start to use the EziOnline portal you will see that we refer to them as payers. We’ve noted a few more of these changes below for easy reference.

webDebit portal: Client | EziOnline portal: Payer

Webdebit portal: Default Listing | EziOnline portal: Failed Payments Report

customer control

SMS notifications

Ezidebit offers two types of SMS notifications that can be sent to customers:

  • Failed payment notification - Ezidebit can send an SMS to your customers if a dishonour occurs. These messages are standard and sent free of charge.
  • Payment reminder notification - payment reminders are sent the day before a scheduled payment is due for processing, where the payment schedule has been created in EziOnline. A standard message is sent to all of your customers with your business name, the payment amount and the due date. Each message sent incurs a flat fee of $0.16.

If you have the PreDebit Notification enabled in the webDebit portal, then we will enable the Payment Reminder notification on your Ezidebit account.

If you have the Default Notification enabled in the webDebit portal, then we will enable the Failed Payment notification on your Ezidebit account.

If you don't currently use the Default Notification in eDebit but would like to use Ezidebit's free SMS, you can request that we turn it on by contacting our Support team.

cash flow

Transaction Fees

Your Ezidebit account will be set up to match your existing eDebit fees as closely as possible. With eDebit you currently have the option to dictate who pays transaction fees (yourself or your customer) on an individual customer basis (or a combination of both for credit card payments).

In Ezidebit, each fee type is configured to be either paid by your business or paid by your customer.

As part of the migration, we will ensure your existing fee arrangements for each customer are retained. However for new customers added in Ezidebit, these will use the default that is applied to your account.

We will be working with eDebit to determine how your transactions are processed and who is paying the transaction fees the majority of the time, and your Ezidebit account will be configured accordingly. We will advise you by email how your account has been configured.

custom pricing

Dishonour/Default Fees

The standard dishonour fee in eDebit is $6.60, and this will be carried across to your Ezidebit account. The way we charge the dishonour fee is a little different in Ezidebit.

If your webDebit settings for your eDebit account were set to ‘Add default amount & fees to client’s next scheduled debit’, when a payment is dishonoured and it is not a technical dishonour; Ezidebit will automatically attempt to charge the dishonour fee of $6.60 to the payer - we won’t charge you for this fee. When we are able to successfully collect the fee from your payer, it will appear on their statement with Ezi FailPay as the description.

EziOnline Admin Fee, Default Fees and Settings

Please be aware that Ezidebit doesn’t provide the ability to automatically add your own default fee onto rescheduled debits after a dishonour occurs. You can manually edit the rescheduled amount to add this on if needed.

Note that if a technical dishonour occurs (e.g. invalid BSB or account number, expired card), no dishonour fee will be charged.

If your webDebit settings on your eDebit account were set to ‘I will manage defaults’, when a payment is dishonoured and it is not a technical dishonour, we will charge you for the dishonour fee and deduct it from your next settlement.

EziOnline manage defaults

We don’t charge dishonour fees for technical dishonours.

fees

Dishonoured Payments

When a payment is dishonoured and the dishonour reason is due to an issue with the account/card (e.g. Incorrect Account Number, Lost/Stolen Card), this is referred to as a technical dishonour. In these circumstances, the payer record will be changed to a Hold status and no further payments will be processed until updated account/card details are provided.

For other dishonour types (i.e. Insufficient Funds, Refer to Customer), the payer record remains at an active status and payment processing continues as normal.

A list of possible dishonour reasons and the status that will be applied to the payer record is available in EziOnline and can be accessed by selecting Resources -> Documents -> Ezidebit Online Dishonour Codes and Reasons.

The topic of dishonoured payments can be quite complex. To make it easier to find exactly what you are looking for we have created a short guide that is available by clicking here.

instant

Reviewing Failed Payments

EziOnline enables you to view a list of all payments that have been attempted but were not successful by selecting the Failed Payments list. There are a number of statuses that may exist for failed payments:

  • Unresolved - action should be taken to follow up with the payer and obtain payment. You can select the action that you want to take from the below list of available options:

    • Add Payment - this allows you to reschedule the payment for a future date. Once you specify the date, the payment is added to the payer’s schedule and the resolution status is updated to Resolved;

    • Dismiss - this would be used where you have agreed with the payer that they will pay in some other way (e.g. cash). Once you select this option the resolution status is updated to Dismissed.

  • System Scheduled - this indicates the payment has already been rescheduled by Ezidebit for another attempt. This will exist where the payer is set up with a fixed schedule, or where you have selected a specific dishonour action such as ‘Redebit in 3 days’.

simple

Payer Sign Up Request

When you add a payer in EziOnline and choose the ‘Email payment request’ option, this will send an email to your payer with a link they can click on to then add their account/card details.

You can customise the content of the email that is sent to personalise it to your business. To do this, log in to EziOnline and select Admin -> Payer Signup Email from the menu. You can then edit the text as needed and use any of the merge fields displayed.

customers

Client Groupings

Ezidebit doesn’t have the ability to group your customers.

Demo EziOnline Portal

We want to make your transition to Ezidebit is as smooth as possible. As we know that there will be some changes to the portal you use, we have given you access to use a demo version of our EziOnline portal. You can login and start to familiarise yourself with the processes you complete on a regular basis. As this demo version is available to everyone, we ask that you not use any real/sensitive information in here. We have included all the information for you to gain access to the portal below:

URL: https://ezionline.demo.ezidebit.com.au/

Username: EDEBIT_SUPERUSER

Password: AdminTest1

Sample BSBs

012-003

082-001

064-000

Account number can be any number between two and nine digits

Sample credit card numbers

4434 1234 5678 9351

5434 1234 5678 9051

3741 2345 6789 351

EziOnline dashboard home

Things to be aware of as part of your migration

set and forget
set and forget

Fixed payment schedules

If you set up fixed schedules for your customers (pay a total value, or pay a fixed number of payments), the schedule created in Ezidebit will be for the remaining number/value of payments that have not yet been processed by eDebit.

customer control
customer control

Email Requests to Customers

It is possible that at the time your account is migrated you may have sent an email request to a new customer that has not yet submitted their details to set up their direct debit payments. In this case, the customer details will not have been migrated to Ezidebit. However at the time of migration, we will send you a list of customers so that you can set them up in Ezidebit and send them a new email request.

cash flow
cash flow

Dishonoured payments to be reattempted

In eDebit, if a payment dishonours then the payment amount is added on to the next scheduled payment. If there are any payments like this that have not yet been processed, when the payment schedule is migrated to Ezidebit, then the next due payment will be created for the usual recurring amount, and an additional payment will be scheduled for the same date for the dishonoured payment amount.

complete
complete

DDR Forms

If you use paper based DDR forms, you will need to print new Ezidebit DDR forms from the EziOnline portal. You will receive your username and password the day before your account is migrated. Log in to the portal and select Resources -> DDR Forms from the menu to access them.

If you want your business logo to appear on DDR forms, you can upload it by selecting Admin -> Client Logo from the menu.

FAQs

What time does Ezidebit process payments?

What time does Ezidebit process payments?

Ezidebit has three billing runs each business day at 12:30 am, 6:30 am and 3:00 pm.

Will my software work with Ezidebit?

Will my software work with Ezidebit?

Ezidebit has existing integrations with a number of different software providers, including GymMaster, EZeMember and Client Connect.

We are also working closely with Bookings Essential and Club Manager so that there is no interruption to payment processing when you move across to Ezidebit.

What happens to payments that are pending in eDebit when my account is migrated?

What happens to payments that are pending in eDebit when my account is migrated?

eDebit will continue to settle funds owing to you for any payments they have processed. If a dishonour occurs, eDebit will continue to email the details of the dishonours to you. If you want to reattempt the payment, you can do the following:

  • Log on to EziOnline

  • Search for the payer record that the dishonour relates to

  • On the Payer Profile page, view the list of scheduled payments on the bottom left of the page

  • Select the Add Payment button

  • Enter the date you want the payment to be processed and the amount. Click Save

  • The payment will be processed on the due date.

How do I add new customers to Ezidebit?

How do I add new customers to Ezidebit?

There are a number of ways you can add your customers via the EziOnline portal. You can access our guide on how to add your customers here.

Will there be any disruption to the processing of payments for my customers when my account is moved to Ezidebit?

Will there be any disruption to the processing of payments for my customers when my account is moved to Ezidebit?

No. On the migration date, eDebit will process any payments due. Ezidebit will then start processing payments from the next business day.

Will the transaction fees change?

Will the transaction fees change?

Transaction fees, merchant service fees and dishonour fees will remain the same as your existing eDebit arrangement.

Refund fees will be reduced and you will pay a transaction fee for each refund.

SMS notifications for dishonoured payments will be sent free of charge. The SMS fee for payment reminders will remain the same as what you paid with eDebit.

Are there any additional fees?

Are there any additional fees?

There are no new fees that will be applied to your Ezidebit account.

How do I know how much Ezidebit has settled to my business each day?

How do I know how much Ezidebit has settled to my business each day?

Each morning, you will receive an email from Ezidebit that contains the amount that will be settled to you. You will be able to log in to EziOnline to view your settlement summary,which provides a breakdown of funds collected, fees deducted and the total amount deposited to your account. You can also drill down to view each of the transactions that are available in the settlement.

Does Ezidebit send an invoice for transaction fees?

Does Ezidebit send an invoice for transaction fees?

You will be able to download your Tax Invoices from EziOnline.

Will I still have access to eDebit for reporting?

Will I still have access to eDebit for reporting?

Once your account has transitioned to Ezidebit, you will have read only access to eDebit’s webDebit portal for six months. After this six month period, the webDebit portal will no longer be accessible. It is important that you save any important information from the webDebit portal in this timeframe, including Financial Summaries and Accounting reports.

How do I get access to additional payment options like real time payments and BPAY?

How do I get access to additional payment options like real time payments and BPAY?

Once your account has been migrated to Ezidebit, it’s as simple as having a conversation with our Support team. They can let you know more information about any of our payment solutions and the terms of adding them to your account.

How do I add users to EziOnline so my staff can access the portal?

How do I add users to EziOnline so my staff can access the portal?

The primary contact on your Ezidebit account will be designated as the ‘Branch Administrator’ for EziOnline. This user can log in to the portal and go to Admin -> Manage Users to create a new user. You can access our guide here on how to manage users. This also provides details of the different user roles that exist.

What will my customers see on their account statement?

What will my customers see on their account statement?

For bank accounts, your business name (first 16 characters) will display on the account holder’s statement. For credit cards, the descriptor will be EZI* <business>  (first 16 characters).

 

sixwaystoimprovecashflow
sixwaystoimprovecashflow

Ezidebit Knowledge Base

Here you will find a range of resources to support you, including user guides for our EziOnline portal.

Introduction to EziOnline

Understand what EziOnline is and how to manage your business’ payment streams effectively.

How to use the direct debit form (paper based and electronic)

Learn how to establish a payment schedule with a new customer

How to add & manage user profiles in your EziOnline business account

Create multiple user accounts within the EziOnline portal

Email template for your customer notifications

Your customers will need to be notified that their payments will be taken by Ezidebit. We have created a template which you can use to advise your customers.

Dishonoured payments guide

Dishonoured payments can be a complex topic, to find out more download our guide here