This article will guide you in resolving online payment and top-up issues in GoLearn
Follow the below to process Online Payment Issues
You will find these in the Members Tab and then Online Payment Issues on the right
Highlight the Member’s Member ID under their name and copy this, you will then need to go into G360/Plus2
In 360, if you then paste the Member Id in to the Checkin Screen, then click on the ‘Sales’ tab.
In Plus2, do this in your members screen then open the account information
You are looking for a sale which matches the date in GoLearn for this member, example here is looking for a sale for GoLearn on the 18th December 2023
If you can see this sale and you are happy the sale has gone through the system, in GoLearn, click on the ‘Book’ button
You will then get this box, in 360/Plus2 you will need the payment reference to add here so the systems match
In 360, you will click on Options and then View
You will see the reference on the General tab
In Plus 2, you will click on the payment line and then see the reference in the pop-up box
Enter this reference number into the box in GoLearn, you will then get the green successful message that this booking has been completed
If you can not see a sale in 360/Plus 2, click on the ‘Remove’ button in GoLearn and ok the box that pops up, to confirm the removal of the held spaces, click on Remove
The member needs to be contacted to try the sale again
Follow the below to process Online Top-Up Issues
Find these in the Members Tab and then Online Top-Up Issues on the right
Highlight the Member’s Member ID under their name and copy this, you will then need to go in to 360/Plus2
In G360, if you then paste the Member Id into the Checkin Screen, then click on the ‘Sales’ tab
In Plus2, do this in your members screen then open the account information
For an Unpaid sale, you can add this to the basket and take payment if the member is at site/alternatively over the telephone depending on your company procedures
If you take this payment at site, you can follow the steps as in Online Payment issue to book and add the sales reference in GoLearn
If you are not taking payments at site, you MUST void this sale in 360/Plus 2
In 360, you can add to the basket and then remove the item from the basket
For Plus2, in the account, you must highlight and then void the sale
In GoLearn, you will click on ‘Remove’
GoLearn will ask for you to confirm the removal of the held spaces, click on Remove
The member needs to be contacted to try the sale again
