Taking Telephone Payments with Pay by Link

Problem

A customer phones to pay and you need to take the payment without handling their card details, by emailing them a secure Pay by Link from 360 POS and checking it has been paid.

Resolution

1. Find the member

   • In 360 POS, search by name, email, member ID, company name, bank account number or postcode.
   • If they are not on the system, use Add Contact or continue as Non Member.

2. Check they have an email address

   • Check there is an email address on their record. If not, you can type one in when sending. It is used for this payment only and does not change their record.

3. Add the items to the basket

   • Add the item(s) to the basket (Product Lookup or activity tiles) and confirm the amount with the customer.

4. Send the payment link

   • Click Pay now and choose Send Payment Link.
   • A confirmation message appears at the top right. Ask the customer to check their inbox (and junk/spam) and click Pay Now in the email.
   • You do not need to stay on the payment screen. The sale updates in the background when the customer pays.

5. The customer pays

   • The customer enters their card details on the checkout page. Their bank may ask for an extra security check (3D Secure), which is handled automatically.
   • They see a Payment Successful page and get an emailed receipt.

6. Check payment

   • Open the member's Sales History and refresh. Paid items show the GladstonePay and Pay by Link labels.
   • POS does not alert you automatically, so you need to refresh to see the update.

7. Manage the link from Sales History (if applicable)

   Action	What it does
   Resend	Emails the same link again (same expiry)
   Send New Link	Creates a fresh link with a new expiry. The old link stops working
   Revoke	Cancels the active link straight away. The sale stays open

   • To see the full detail, go to Options > View on the sale. The Payment Link tab shows the link status, the email address it went to, when it was sent, when it expires and who sent it.

Notes

• Pay by Link is for sites on Gladstone Go with GladstonePay active, where Pay by Link has been switched on. It is part of GladstonePay / Gladstone 360 POS.
• The customer opens the link on any device and pays on your GladstonePay checkout page (no login needed), and the sale updates in Gladstone automatically. Card details never pass through your staff or your systems.
• You can use it for: bookings and class payments, outstanding unpaid sales, add-on products, arrears, and baskets with several items (as long as there is no membership).
• You cannot use it for: memberships, recurring payments, Direct Debit set-up, or part/split payments. Use your normal till process for these. The Send Payment Link option does not appear when the basket contains a membership.
• Links last 72 hours by default, counted from when the link is created. Your Gladstone contact can change this for your site.
• An expired or revoked link does not cancel the sale. Just send a new link.
• Only one active link per sale. If you send a new one, the customer must use the latest email.
• Declined card? The customer can try again with the same link until it expires, or you can take payment another way (card terminal or virtual terminal).
• Paid another way? If the customer pays at the desk or by BACS after you have sent a link, record the payment and then Revoke the link to keep things tidy.
• No automatic reminders. Use Resend if a customer needs a nudge.
• Branding, card types and currency match your existing GladstonePay online checkout.
• Reporting and end-of-day: Pay by Link payments go into your normal till totals and reconciliation, and can be filtered separately in GladstonePay reports.
• Turning it off stops any links already sent from working. The sales stay open for payment by another method.
• The customer says they did not get the email: ask them to check junk/spam, confirm the address, then use Resend.
• The customer paid but POS still says unpaid: refresh Sales History. If it still shows unpaid and the customer saw Payment Successful, contact Gladstone Support.
• Can I send the link by text? Not at present. Links are sent by email.
• Can I change the email wording? Yes. The email template can be customised. Ask your Gladstone contact or a user with GMC access.
• Related: Invoicing Module and Pay by Link (GladstonePay) (expiry, link security, reporting and enablement in detail); Paying Invoices and Sending Pay by Link from Gladstone360 POS.

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