Reporting & Funds FAQs

When are funds released to our bank (instant, daily, monthly, after event closes)?

Fund Release Schedule:

• Payment Provider Dependent: Release schedule depends on Stripe/SumUp/GoCardless
• Typical Timeline:
  • Stripe: 2-7 business days (first payment may take longer)
  • SumUp: Next business day typically
  • GoCardless: Varies by payment type
• Event-Based: Some funds may be held until event closes
• Plan-Dependent: Some plans may have different release schedules

Checking Release Status:

1. Go to "Payments" → "Payouts" or "Funds"
2. View pending and completed payouts
3. See expected release dates
4. Track payout history

For Specific Timeline:

• Check your payment provider dashboard
• Review payout schedule in Klubfunder
• Contact payment provider for exact timelines
• First payout may take longer for account verification

How do we access funds from ticket sales?

Accessing Funds:

1. Funds are automatically transferred to your connected bank account
2. Go to "Payments" → "Payouts" to see status
3. Funds appear in bank account per payout schedule
4. No manual withdrawal needed (automatic)

Manual Withdrawal (if available):

1. Go to "Payments" → "Withdraw Funds"
2. Enter withdrawal amount
3. Confirm bank account details
4. Process withdrawal
5. Funds transfer per schedule

Payout Process:

• Funds accumulate in your account
• Automatic payout on schedule
• Or manual withdrawal if preferred
• Check payout settings in account

How do we run payment reports on V2 (and why is the report empty)?

Running Payment Reports:

1. Go to "Reports" → "Payments" or "Financial Reports"
2. Select report type:
   • All payments
   • By service (memberships, lotto, tickets, etc.)
   • By date range
   • By member/customer
3. Apply filters as needed
4. Click "Generate Report" or "Export"
5. Download CSV/Excel file

If Report is Empty:

1. Check Date Range: Ensure date range includes payment dates
2. Check Filters: Verify filters aren't excluding all data
3. Check Services: Ensure payments exist for selected services
4. Check Plan: Verify reporting features are available on your plan
5. Try Different Filters: Test with broader date range/filters

Common Issues:

• Date range too narrow
• Filters too restrictive
• No payments in selected period
• Migration data not included (if recently migrated)

Troubleshooting:

• Try exporting all payments (no filters)
• Check individual payments exist in dashboard
• Contact support if reports consistently empty

We stopped receiving payment confirmation emails—can this be restored?

Email Notifications:

• Payment confirmations sent automatically
• Check email notification settings

To Restore Emails:

1. Go to "Settings" → "Notifications" or "Email Settings"
2. Verify "Payment Confirmations" is enabled
3. Check email address is correct
4. Save settings
5. Test with new payment

If Still Not Receiving:

• Check spam/junk folder
• Verify email address in account
• Check if emails are being blocked
• Contact support to check email delivery

For Members:

• Members should check spam folder
• Verify email in account settings
• Contact club admin if issues persist

Can we download detailed reports including buyer name/email/phone for a date range?

Yes! Detailed reports available:

Exporting Detailed Reports:

1. Go to "Reports" → select report type
2. Choose date range
3. Select fields to include:
   • Buyer name
   • Email address
   • Phone number
   • Payment amount
   • Payment date
   • Service/product details
   • Any other available fields
4. Click "Export" or "Download"
5. Choose format (CSV/Excel)
6. Report downloads with all selected fields

Report Fields Available:

• Customer details (name, email, phone)
• Payment information (amount, date, method)
• Service details (membership type, lotto numbers, ticket type, etc.)
• Transaction IDs
• Payment status
• Custom fields (if collected)

Filtering Options:

• By date range
• By service type
• By payment status
• By member/customer
• Custom filters

Can receipts be re-issued with required details (purchase date, child name/address)?

Re-Issuing Receipts:

1. Go to "Payments" → "Transactions" or "Orders"
2. Find the payment/transaction
3. Click "View Receipt" or "Re-Issue Receipt"
4. Verify receipt details
5. Send receipt to customer email
6. Or download/print receipt

Receipt Details Included:

• Purchase date
• Payment amount
• Service/product details
• Member/child name (if applicable)
• Customer address (if on file)
• Transaction ID
• Payment method

If Details Missing:

• Check if information is in customer account
• Update customer details if needed
• Re-issue receipt after updating
• Contact support if receipt details incomplete

For Members:

• Members can access receipts in "My Account"
• Download or request re-issue
• Contact club admin if receipt unavailable

A donation shows as anonymous—can we display the company name?

Anonymous Donations:

• Donors can choose to donate anonymously
• Or donation settings may default to anonymous

To Display Donor Name:

1. Go to "Donations" → "Settings"
2. Check "Display Donor Names" option
3. Or uncheck "Allow Anonymous Donations"
4. Save settings
5. Future donations show names

For Existing Donations:

• Anonymous setting chosen by donor at time of donation
• May not be changeable after donation
• Contact support if you need to update existing donations

Donor Privacy:

• Respect donor privacy preferences
• Some donors prefer anonymity
• Consider making anonymous optional, not default
• Update settings for future donations

Contact Support if you need to change anonymous settings for existing donations.