Payment Processing

1. Access the PCI Portal
   • Locate the setup email from @encytro.com containing your login credentials.
   • Go to: https://campmanagement.pcicompliance.ws
   • If you cannot find your credentials, email payments@campmangement.com to have them resent.
2. Complete the Questionnaire
   • Log in and successfully complete the Self-Assessment Questionnaire (SAQ).
3. Schedule Security Scans
   • Follow the prompts to set up your required quarterly scans.

Completing these steps will certify your compliance and remove the monthly fee if it is currently being assessed.

• For general questions or login assistance with payment issues: Contact our payments team at payments@campmangement.com.
• For technical support with the questionnaire or scans: Contact the dedicated PCI team.
  • Email: helpdesk@encytro.com
  • Payments Help Phone Number: (866) 949-9777 (This is a different phone number than the General CampSite Support Help Line. For General CampSite Support please call (516) 900-6334.)

• Cause: This error typically occurs when you re-attempt an ACH payment that has previously failed without first correcting the account information.
• Solution: Review your ACH Returns report to identify the original problem. Correct the customer's banking details before trying the payment again.

• Cause: The account number was entered with leading zeros (e.g., 00123).
• Solution: Remove any zeros from the beginning of the account number and re-enter it.

Note: This only applies to the account number, not the routing number.

1. Log In: Access the CSIPay Reporting Portal.
   • If you need login credentials, please refer to the ‘Access to the CSIPay Gateway Reporting Portal’ documentation.
2. Important Note on Negative Disbursements:
   • Be aware that the portal cannot currently generate reports for negative disbursements. The team is actively working on a fix.

If you need assistance with a negative disbursement, please email payments@campmanagement.com with the specific date and dollar amount of the transaction.

Use this section to view the specific transactions (sales and refunds) that make up a single disbursement.

1. Navigate to the Payouts section to see your disbursement history.
2. Find the disbursement you want to review and click "Payout Details" for a complete breakdown.
3. To add more detail to your view, click the "+Columns" drop-down menu and select "Card Number" and "Cardholder".
4. To export the report for your records, click the "Download" button and select either XLS or CSV format.

Merchant Fees Tip: Any debit transaction on the 3rd of the month marked with a statement icon represents your monthly merchant fees.

This section allows you to download one-time reports or schedule recurring reports to be sent automatically via email.

A. Generating a One-Time Report

1. Navigate to the Reports section.
2. From the drop-down menu, select the report you need.
   • Recommended reports: "disbursement summary" and "disbursement txn details".
3. Click the radio button for "Include all up to date data".
4. Choose the date for the report from the date drop-down menu.

Click "Generate Report" to download the file.

B. Scheduling an Automated Report

1. In the Reports section, click the "Scheduled Reports" tab.
2. Click the "+Schedule Report" button.
3. Select the desired report from the drop-down menu.
4. Select the schedule frequency (daily, weekly, or monthly) from the next drop-down menu.
5. A new window will open. Set the start date, recurrence, and time for the report.
6. Click "Save".
7. Enter the email address(es) where the report should be sent.

Click "Confirm" to finish scheduling your report.

• No Service Interruption: There will be no interruption to your payment processing during this transition.
• Reporting Access: After the change, the CSIPay reporting portal will only show data for the new account. Historical data from the old account will no longer be available in the portal. Your internal CampSite financial reports will remain intact.

Step 1: Start the Process - Email payments@campmanagement.com to notify us of the change. Our team will send you a new merchant account application via PandaDoc.

Step 2: Complete the Application - Fill out and submit the new application. The underwriting and setup process typically takes about 7 business days. We will contact you if any additional information is needed.

Step 3: Receive Confirmation - We will notify you as soon as the new account is active and integrated into your database.

Step 1: Sign the Closure Form - Once your new account is active, we will send a closure form for your principal signer to complete.

Step 2: Finalize the Closure - We will confirm once the old account is officially closed. You will receive one final bill for any remaining fees, as these are charged in arrears.

Follow these simple steps to request login credentials for the portal, which you can use for reconciliation, viewing chargebacks, and reviewing transaction history.

Before requesting access, you must be an authorized user on your organization's merchant account.

Open your email client and compose a new message to payments@campmanagement.com.

Use a clear subject line, such as "Request for CSIPay Portal Access".

In the body of your email, please include the following details for the individual who needs access:

• Full Name
• Email Address

Once the request is processed, new login credentials will be sent directly to the user's email address in a separate message.

If your organization processes ACH payments, you will need access to a separate portal called Zift.

To get access, simply mention this in your same email request to payments@campmanagement.com.

Example email text: "Hello, I am requesting CSIPay portal access for Jane Doe (jane.doe@email.com). We also process ACH payments and will require access to the Zift portal as well. Thank you."

First, find the return code on your deposit statement. Based on the code, take the appropriate action below.

• If the reason is: "No account/unable to locate account"
  • Problem: This is typically caused by a typo in the account or routing number.
  • Solution: Contact the family to verify their banking information. After correcting the details, reattempt the payment.
• If the reason is: "Insufficient funds"
  • Problem: The account did not have enough money to cover the transaction.
  • Solution: Contact the family and either request another form of payment or ask them when sufficient funds will be available to try the payment again.
• If the reason is: "Closed account"
  • Problem: The bank account provided is no longer active.
  • Solution: Contact the family to request a new payment method.
• If the reason is: "RDFI not qualified to participate"
  • Problem: This usually means the routing number is incorrect. In rare cases, it means the family's bank doesn't participate in the ACH network.
  • Solution:
    1. First, reach out to the family to verify the routing number. If it was incorrect, update it and reattempt the payment.
    2. If the routing number is correct, their bank likely does not accept ACH payments. In this case, you must request another form of payment.

After any ACH return, you must reverse the failed payment in CampSite to ensure your financial records are accurate.

1. Navigate to the family’s profile in CampSite.
2. Find the returned payment in their history and double-click the blue ‘I’ icon next to it.
3. A ‘payment details’ window will pop up.

Select the ‘reverse transaction’ button.

How You're Notified: You will be informed of any ACH returns on the deposit statement that is automatically emailed to your business with each disbursement.

How to Update Notification Emails: To add or remove people from this email distribution list, send your request to payments@campmanagement.com.

Email payments@campmanagement.com to ask for current ACH pricing and to request an application.

The principal signer on the merchant account must complete the application (sent via PandaDoc) and submit the following required documents:

• A voided check
• A copy of the signer's driver’s license
• Business formation documents
• SS-4 (EIN confirmation letter)

After you submit the packet, the underwriting process begins, which typically takes several business days. 

Our team will notify you if any additional information is needed and will send a final confirmation email once ACH processing is active on your account.

• Credit Card Processing
  • When: Sent around the 6th of each month.
  • Content: Details the previous month's total volume, fees, and disbursements.

• ACH Processing
  • You will receive two types of ACH statements:
    • Deposit Statements: Sent after each disbursement, providing a transactional breakdown and listing any ACH returns.
    • Reconciliation Statements: Sent monthly, summarizing the month's total volume, fees, and disbursements.

To add or change who receives statements, an authorized user on the merchant account must:

1. Email a request to payments@campmanagement.com.
2. Include the full names and email addresses for any new recipients.

The following reports for credit card processing are available upon request:

• Disbursement TXN Detail: A transaction-by-transaction breakdown of each disbursement.
• Disbursement Summary: A high-level summary of disbursements.

• Legal Compliance: You are responsible for understanding and complying with all local, state, and card brand regulations regarding processing fees.
• Alternative Payments: You must offer customers a free alternative payment option (e.g., check, cash, ACH).
• Applicability:
  • The fee applies only to credit card payments.
  • It cannot be applied to ACH (e-check) or debit card payments.
• Fee Details:
  • The percentage is customizable (up to 3%).
  • The fee is automatically added to the total and shown to the customer with a disclosure message before they pay.
• Flexibility:
  • You can manually disable the fee for any individual transaction.
  • The fee amount can be included when issuing a refund.

Step 1: Request the Agreement Email payments@campmanagement.com to request the processing fee agreement and current pricing information.

Step 2: Sign the Agreement The agreement will be sent via PandaDoc and must be completed by the principal signer on your merchant account.

Step 3: Await Activation Once the signed agreement is received, the fee will be enabled on the 1st of the following month. Our team will send an email confirmation once it is active.

Step 1: Review the Dispute

1. Log in to the CSIPay Reporting Portal: https://payportal.csipay.com/
2. Navigate to the Disputes section.
3. Click Dispute Details to review the reason for the chargeback.

Step 2: Choose Your Response You have two options:

• Accept the Chargeback: If you agree with the dispute, no further action is needed in the portal.
• Challenge the Chargeback: To fight the dispute, you must upload a rebuttal letter and supporting evidence directly in the portal.

Step 3: Gather Evidence (If Challenging) Strong evidence is key to reversing a chargeback. Examples include:

• Signed contracts, invoices, or terms and conditions.
• Email communication showing the cardholder acknowledged the transaction.
• Proof of a previously issued refund, if applicable.

Step 4: Update Your Internal Records (Required) Chargebacks are not automatically recorded in your CampSite database. 

You must manually reverse the transaction to ensure your financial records are accurate. 

For instructions, click here.

If you challenge the dispute, a temporary credit will be issued to your account. However, the final decision is made exclusively by the cardholder's bank. Submitting evidence does not guarantee you will win the dispute.

For questions or guidance on a specific chargeback, please email our team at payments@campmanagement.com.

Email billing@campmanagement.com to update your subscription payment details.

• During Initial Account Setup: The primary signer can add users immediately using the authorized contact form sent via PandaDoc.

After Setup: To add or remove users at any time, email payments@campmanagement.com with the person's full name and email address, specifying whether they should be added or removed.