GoLearn - Resolving Online Payment Issues in HomePortal

Problem

Your staff see issues when processing online payments or top-ups for members in HomePortal, and need to reconcile these with the sales records in Gladstone360 (360) or Plus2. HomePortal and GoLearn are the online products for managing courses and swimming lessons. See the glossary if any product name is unfamiliar.

For each issue listed, GoLearn holds the member's spaces until you either complete the booking with a payment reference (Book) or release the held spaces (Remove).

Resolution

Resolving Online Payment Issues

1. In HomePortal, go to the Members tab and select Online Payment Issues on the right.
2. Highlight and copy the Member’s Member ID under their name.
3. Open 360 or Plus2:
   • For 360: Paste the Member ID into the Checkin Screen, then click on the Sales tab.
   • For Plus2: Go to the member screen and open the account information.
4. Find a sale that matches the GoLearn date for this member.
5. If the sale is present and has successfully gone through the system:
   1. In GoLearn, click the Book button.
   2. A confirmation box will appear, prompting for a payment reference.
   3. In 360:
      • Click Options and then View.
      • Find the reference on the General tab.
   4. In Plus2:
      • Click on the payment line.
      • A pop-up will display the reference.
   5. Enter the payment reference into GoLearn.
   6. You should see a green confirmation message that the booking is complete.
6. If no matching sale is visible in 360/Plus2:
   1. In GoLearn, click the Remove button.
   2. Confirm removal in the prompt.
   3. The held spaces will be released.
   4. Contact the member and ask them to try completing the sale again.

Resolving Online Top-Up Issues

1. Go to the Members tab and select Online Top-Up Issues on the right.
2. Highlight and copy the Member’s Member ID.
3. Open 360 or Plus2:
   • For 360: Paste the Member ID into the Checkin Screen, then click the Sales tab.
   • For Plus2: Open the account information.
4. For an unpaid sale:
   • Add the sale to the basket and take payment if the member is on site or over the phone (follow your company procedures).
   • If payment is taken on site, follow the steps in the "Online Payment Issues" section above to complete the GoLearn booking and add the sales reference.
5. If you are not taking payment at the site:
   • In 360: Add the item to the basket and then remove it from the basket.
   • In Plus2: Highlight the sale in the account and void it.
6. In GoLearn, click Remove.
7. Confirm the removal of held spaces.
8. Contact the member and ask them to retry the sale.

Notes

• Always ensure the Member ID matches across all systems.
• Contact the member if the sale cannot be completed or must be retried.
• Payment handling procedures may vary depending on your organisation's own policy.

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