Financial FAQs

This FAQ answers common Financial questions for Member365 administrators. Navigation and available options can vary by permissions and configuration.

How do I process a Refund?

When would I use this? Use this to return an extra or incorrect membership payment while keeping the member’s renewal date under review.

Before you begin: Confirm the correct invoice, refund amount, tax, ledger account, and membership record. A refund does not itself change the membership renewal date. Event invoices have a separate refund process.

Steps in Member365:

1. From the Administrator Dashboard, open Financial → Manage Invoices and select the invoice.
2. Click +Add a Refund. Enter the description, units, unit fee, tax, and account for the amount to return.
3. Review the resulting refund line and click Process Refund.
4. Choose whether to email the member a confirmation; if you send one, review the message and receipt.

Expected result: The refund is recorded against the selected invoice. The membership’s renewal date remains as it was unless separately corrected.

Test before going live: Check the invoice, payment method, amount, tax, and renewal date before processing. Review the invoice and membership record afterward.

What happens next? Reconcile the refund in your financial records and contact Member365 Support if the renewal date is also wrong. For event invoices, follow the event refund guide.

Event refund timing: The invoice refund option for an event is unavailable while registration is open. The event refund guide says it appears two days after the event closes. Check the event and registration dates, and contact Support if the option is still missing; do not alter an active event’s dates solely to expose the refund button.

Pending Refund after an event withdrawal: An automatic refund may fail when the invoice was funded by multiple smaller payment transactions and none individually covers the full refund. The invoice can then appear as Pending Refund for an administrator to review and process manually in Invoice Builder. Check the gateway and invoice before issuing any manual refund so the payer is not refunded twice.

Cheque and cash refunds: A refund recorded against an invoice paid by cheque or cash does not send money to the payer automatically. Issue the cheque or cash refund outside Member365, record the payment reference such as a cheque number, and reconcile both the invoice refund entry and the actual disbursement. For a card payment, confirm the gateway refund status before sending a second refund.

Refund guide · Event invoice refund guide.

How do I process Check, Cash, and Offline Credit Card Transactions?

When would I use this? Use this when you need to process Check, Cash, and Offline Credit Card Transactions. For example, a finance administrator may need this answer to record charges, payments, refunds, and recurring billing accurately.

This guide will step you through the process of marking an invoice as paid within Member365 when the payee has not paid online with their credit card.

1. Log into your Member365 administrator account.
2. From the admin dashboard, hover over ‘ Financial ‘ in the navigation bar and click ' Manage Invoices ' from the dropdown menu.
3. This will bring you to the Financial Management page with all of the invoices. Using the search bar or the list, navigate to the invoice you would like to process manually.
4. Click on the invoice number to open the invoice.
5. Scroll to the bottom of this page, and click the blue ‘ Process Payment ‘ button.
6. If your payee has paid their invoice by credit card through a physical terminal, sending you their card information, or any other means that isn’t your online payment gateway – Click ‘ Credit Card (Offline) ‘
7. Make any necessary comments (optional), then click ‘Continue’ in the resulting window.

View the complete step-by-step guide.

How do I update my Stripe gateway to use the new Stripe Connect integration?

When would I use this? Use this when an existing Stripe gateway needs to complete Member365’s Stripe Connect migration.

Have administrator access to Member365 and sign-in and verification access to the correct Stripe account. If your organization has multiple Stripe gateways, check each one.

1. Sign in to the Member365 Administrator Dashboard and, in its Stripe information block, click Manage Stripe Accounts.
2. On Stripe Connected Accounts, find the gateway and click Connect.
3. Sign in on Stripe, complete its verification, choose the intended Stripe account, and click Connect.
4. On return to Member365, confirm that the gateway shows a green Connected status.

If the dashboard block or account is missing, or the status does not become Connected, contact Member365 Support before assuming the migration succeeded.

Stripe Connect migration guide

How do I create an Invoice?

When would I use this? Use this when a finance administrator needs to create and issue a charge to a contact.

1. From the Administrator Dashboard, open Financial → Create Invoice and select the correct contact. Add a purchase order number if needed.
2. Enter each line item’s description, unit count, unit fee, tax region, and account code; use Add a Line Item for more items.
3. Review the totals and terms. Choose the appropriate completion option: Save as Draft for later editing, Save as Final to finalize, Send by Email to issue it, or Process Payment when taking payment now.

Check the contact and organization details before finalizing. The treatment of later profile changes depends on when the invoice was created.

How to Create an Invoice

How do I add Store Items to a Manual Invoice?

When would I use this? Use this to bill a contact for a store product through an administrator-created invoice, including when the suggested fee needs to be adjusted.

Before you begin: Confirm the correct contact, product, quantity, and agreed fee. Enable Populate this item on an Ad-hoc invoice for the product; manual invoice pricing should be checked even if a product has category-based fees.

Steps in Member365:

1. Open Modules → Store → Manage Products, select the product, turn on Populate this item on an Ad-hoc invoice, and save with Modify Product.
2. Open Financial → Create Invoice and select the contact.
3. Click the magnifying glass beside the invoice line item, search for the product, and click Add.
4. Check the populated Fee column. If the category price is not the intended amount, click that cell and enter the correct fee manually.
5. Review quantity, tax, terms, and total before saving or sending.

Expected result: The manual invoice lists the store product at the fee you approved, and product inventory is affected as described in the store-item guide.

Test before going live: Inspect a draft invoice for contacts in different price categories before issuing one.

What happens next? Process or send the invoice according to your usual payment workflow.

How to add Store Items to a Manual Invoice · How to Create an Invoice

How do we update the credit card used for Member365 platform billing?

When would I use this? Use this when this question comes up during your Member365 workflow. For example, a finance administrator may need this answer to record charges, payments, refunds, and recurring billing accurately.

Use Member365’s secure billing-card page. This is separate from a member’s saved payment profile in the Member Portal. The replacement card is used for future Member365 platform charges.

1. Open the secure Member365 billing-card page.
2. Complete the form with the replacement card and the required organization information.
3. Submit the form and retain the confirmation for your records.

Can an administrator process an ACH payment for a member?

When would I use this? Use this when this question comes up during your Member365 workflow. For example, a finance administrator may need this answer to record charges, payments, refunds, and recurring billing accurately.

The administrator ACH option records a bank-transfer payment after your organization receives it; it does not collect bank credentials or initiate the transfer on the member’s behalf. The invoice records the received transfer as an ACH-type payment. For a card payment, choose Credit Card instead.

1. Open the member’s invoice.
2. Click Process Payment.
3. Choose the ACH, bank-transfer, or e-transfer option configured for your site.
4. Add the payment reference or notes required by your organization.
5. Only after the transfer has been received or independently verified, confirm the payment in Member365.

View the complete step-by-step guide.

How do I see which memberships use Automated Recurring Billing (ARB)?

When would I use this? Use the ARB Membership report to review upcoming renewals, failed charges, or members who cancelled automated recurring billing.

Before you begin: Have permission to view financial reports and know the membership category you want to check.

Steps in Member365:

1. From the Administrator Dashboard, open Financial → Reports → ARB Membership.
2. Select Upcoming, Failed, or Cancelled, depending on which ARB status you need.
3. Use the search box and category filter to narrow the results.
4. Click Export to Excel if you need a working copy.

Expected result: The report lists ARB memberships matching the selected status and filters.

Test before going live: Compare a known cancellation with its contact record and report row.

What happens next? For a failed charge, check the contact’s current renewal status. Support confirmed that a failed ARB payment removes the contact from ARB; they must renew normally and opt in again. A saved report is only a snapshot.

Create an ARB Membership Report

Does the Bambora/Shift4 portal-address migration require Member365 gateway changes?

When would I use this? Use this when you need to confirm whether the Bambora/Shift4 portal-address migration require Member365 gateway changes. For example, a finance administrator may need this answer to record charges, payments, refunds, and recurring billing accurately.

No. The announced merchant-portal address change does not require the existing Member365 payment gateway to be reconfigured. Administrators use the current Shift4 portal address while Member365 payment processing continues with the existing gateway configuration.

1. Begin using the new Shift4 merchant portal at https://web.bam.shift4api.net/admin.
2. Update bookmarks, shortcuts, and internal documentation that reference the former Bambora portal address.
3. Continue using the existing Member365 gateway configuration unless Member365 or Shift4 provides separate integration instructions.

Where can I find event invoices awaiting an offline payment?

When would I use this? Use this when an event registrant selected an offline payment option, such as cash or an electronic transfer, and you need to see what remains unpaid before recording receipt of the payment.

Before you begin: Have the event or registrant details ready and access to the Financial module.

Steps in Member365:

1. Open Financial > Manage Invoices.
2. Set Filter by Status to Pending Payment.
3. Use the available invoice-type filter or search by contact or invoice number to locate the event invoice.
4. Open the invoice to confirm the amount and status. You can also review Financial > Reports > A/R Aging for outstanding balances.

Expected result: You can identify the unpaid event invoice without treating a payment notice as proof that it was recorded.

Test before going live: Compare the result with one known pending invoice.

What happens next? Once your organization receives the payment, follow its approved process to record it against the correct invoice.

View the complete step-by-step guide.

How do I export invoices with their item descriptions?

When would I use this? Use this when accounting needs an Excel export of invoices and their transaction details.

Before you begin: Decide the invoice date range and whether to filter by sub-ledger.

Steps in Member365:

1. From the Administrator Dashboard open Financial → Reports → Revenue Report.
2. Set Start Date and End Date; choose the appropriate Date Type, such as Reported Date for invoice issue dates.
3. Apply any sub-ledger filters and click Generate Report.
4. Open the Excel export and inspect the invoice items and descriptions.

Expected result: The Revenue Report exports matching transaction and invoice detail.

Test before going live: Run a short date range and compare one known invoice's line items with the spreadsheet.

What happens next? For a large history, export smaller ranges; support advised a maximum of one year per report.

How To Generate a Revenue Report

How do I add address or footer wording to invoices?

When would I use this? Use this when an organization's invoice needs additional address or payment wording.

Before you begin: Check the organization's basic profile, which supplies the address displayed on the invoice.

Steps in Member365:

1. Open Financial → Settings → Invoice Terms and Conditions.
2. Enter the additional address or footer wording in the text editor.
3. Click Update invoice terms and conditions.
4. Generate a sample invoice and inspect the displayed address and terms.

Expected result: The sample invoice displays the organization's address and the saved terms in the appropriate invoice areas.

Test before going live: Inspect a sample invoice before sending one to a member.

What happens next? If another person will pay, the member can forward their invoice email; changing the invoice's assigned contact changes whose record holds it.

How to Edit Invoice Terms and Conditions · How to Enter Your Organization’s Basic Profile Information

Can someone still pay the invoice after a membership application is denied?

When would I use this? Use this after denying an application when the applicant already received a payment link.

Before you begin: Denying the application does not automatically void its pending invoice. Confirm the application decision, invoice number, and payment status; only draft or pending invoices can be voided.

Steps in Member365:

1. Open the application and confirm it is denied.
2. From the Administrator Dashboard, open Financial → Manage Invoices.
3. Find the related invoice and check that it is still draft or pending payment.
4. Click the void icon beside the invoice number and confirm the action if the applicant should no longer be able to pay.

Expected result: The voided invoice is removed from the member portal and its balance cannot be paid through the earlier link.

Test before going live: Verify the intended invoice and its status before voiding; review the outcome on the contact record.

What happens next? The denied application remains for review. Handle an already paid invoice through the appropriate refund process.

How to Void Invoices

How do I invoice a contact who is exempt from sales tax?

When would I use this? Use this when a manual invoice should have a taxable charge for some contacts but no tax for an exempt recipient.

Before you begin: Confirm the contact’s tax exemption under your organization’s rules and the correct revenue account.

Steps in Member365:

1. From the Administrator Dashboard, open Financial → Create Invoice.
2. Use Find a Contact, then add the item description, number of units, and unit fee.
3. For each exempt line, select No Tax in the Tax column and choose the appropriate Account.
4. Review the total, then save as a draft or final invoice as appropriate.

Expected result: The selected line has no sales tax and the invoice total reflects that choice.

Test before going live: Check every line’s tax selection and the recipient before emailing or processing payment.

What happens next? Keep supporting exemption documentation in your normal accounting records.

How to Create an Invoice

How do I create a custom general ledger account?

When would I use this? Use this when Member365’s default ledger accounts do not match a revenue or accounting category you need to report.

Create the account from Financial settings and assign a label and number that fit your accounting system.

Steps in Member365:

1. Open Financial → Settings, then select Chart of Accounts (labelled General Ledger in some guidance) from the Administrator Dashboard.
2. Select User Created and click Create New Account.
3. Enter the account name, label, and number; click Save. Refresh the relevant category or invoice settings before selecting the new account.

Expected result: The new account is available for configuration in the appropriate financial workflow.

What happens next? Check the number with your accountant and test a sample invoice or report before processing live transactions.

Manage General Ledger Accounts

Where do I change the payment terms shown on invoices?

When would I use this? Use this when your organization’s invoice text still shows old payment terms.

Before you begin: Agree on the wording, such as the net payment period, and check whether an existing invoice needs separate attention.

Steps in Member365:

1. From the Administrator Dashboard, open Financial → Settings.
2. Select Invoice Terms and Conditions.
3. Edit the terms in the text editor and click Update invoice terms and conditions.
4. Preview a new invoice to check the wording.

Expected result: Future invoices display the revised terms and conditions wording.

Test before going live: Inspect a test invoice before sending it; changing this text does not itself prove a generated invoice’s due date has changed.

What happens next? Review previously issued invoices separately if their terms need correction.

Edit Invoice Terms and Conditions

Which ledger accounts can I select for a promo code?

When would I use this? Use this when a chart-of-accounts entry is not available in the promo-code ledger menu.

Steps in Member365:

1. Open Financial → Settings and review the invoice/general ledger accounts.
2. Use the default Discounts account or a suitable custom account created in Invoice Account Settings.
3. If you need separate reporting for a discount, create and select an appropriate custom ledger account, then test the promo code.

Expected result: The promo code uses an eligible discount or custom account; other system chart-of-accounts entries do not automatically appear in that menu.

Related Guide article

Why is a membership category missing from a chart-of-accounts revenue report?

When would I use this? Use this when applications or renewals exist but a report filtered by a ledger account omits them.

Steps in Member365:

1. Check the membership category's Fees, Payment Methods and Taxes setup for its assigned general ledger account.
2. Run Financial → Reports → Revenue Report with the correct ledger filter and date range.
3. If older invoices were created without the intended account, ask Support to review those invoices rather than assuming a category change will reclassify them.

Expected result: Transactions with the selected ledger account appear in the report; invoices lacking that account require separate review.

Related Guide article

How do I change reminders for unpaid invoices?

When would I use this? Use this when an event moves or when you want an overdue-invoice reminder at a different interval.

Before you begin: Dunning reminders can affect other open invoices, not only one rescheduled event.

Steps in Member365:

1. Open Financial → Settings → Dunning Reminders.
2. Review the existing reminder schedule and the open invoices it could affect.
3. Edit, disable, or create a reminder relative to invoice due dates; save and test the intended message.

Expected result: Open invoices follow the revised reminder configuration.

Related Guide article

Can I rename the Check payment option to make Pay Later clearer?

When would I use this? Use this when payers will receive an invoice or payment link and the label Check is confusing.

Steps in Member365:

1. Open Financial → Settings → Payment Types.
2. Change the display label for Check, for example to Check / Pay Later, and save.
3. Test the checkout and the resulting invoice email.

Expected result: Payers see the clearer payment option label; the underlying offline payment workflow still applies.

Do I need to put a payment link in an emailed invoice?

When would I use this? Use this when sending a manually created invoice that the recipient should pay online.

Steps in Member365:

1. Create and review the invoice in Financial.
2. Use the invoice's Send by Email action.
3. Check a test or recipient copy for the Pay Now button before relying on the message.

Expected result: The emailed invoice includes a Pay Now button for the recipient; no separate gateway URL is needed in the invoice terms.

Can I send a manual invoice to a sponsor who is not a member?

When would I use this? Use this when a sponsor or other non-member needs to pay an invoice.

Before you begin: The recipient must have a contact record in your Member365 program; membership is not required.

Steps in Member365:

1. Create or locate the sponsor’s contact record.
2. Open Financial → Create Invoice and select that contact as the recipient.
3. Add the applicable items and amounts, review the invoice, and send it using the available invoice action.

Expected result: The non-member contact can receive and pay the invoice.

What happens next? Check the contact and amount before finalizing it.

Managing Invoices in Member365

Why are checks applied to invoices missing from the Cheque Log?

When would I use this? Use this when you processed a check payment against an invoice but the Cheque Log report is empty.

Before you begin: The Cheque Log records entries made in that log; processing an invoice payment by check does not populate it automatically.

Steps in Member365:

1. For payments already applied to invoices, open Financial → Reports → Revenue Report and inspect the Payment Method column.
2. To track a check in the separate log, open Financial → Cheque Log and choose Add Check/Invoice.
3. Export the Cheque Log from Financial → Reports → Cheque Log if you need a report of those manually logged checks.

Expected result: The Revenue Report shows recorded invoice payments; the Cheque Log report shows checks entered into that log.

What happens next? Avoid treating a blank Cheque Log as proof that no check payments were processed.

How to Create a Check Report · How To Generate a Revenue Report

Where can I find payment history and failed ARB transactions?

When would I use this? Use this when you cannot find a report named Payment History or Failed Transactions.

Before you begin: Those two report names are not available in Member365.

Steps in Member365:

1. Open Financial → Reports → Revenue Report for transaction and payment data.
2. For failed credit card transactions related to automated recurring billing, open Financial → Reports → ARB Membership. A failed attempt remains in that report with its date even if the member pays later; check the current membership and invoice before sending a follow-up.
3. For successful renewals already completed, open the Renewed Members report and inspect the relevant member records to distinguish ARB from manual renewal. The ARB Membership report shows upcoming, failed, and cancelled items rather than a separate completed-ARB history; paid invoices on the processing date can help reconcile the run.

Expected result: You use the actual Revenue and ARB Membership reports instead of searching for the unavailable report names.

What happens next? If a specific gateway decline reason is needed, investigate the payment processor’s transaction record or contact Support.

How To Generate a Revenue Report

Will a renewal pending review receive dunning reminders?

When would I use this? Use this when you need to distinguish unpaid-invoice notices from membership renewal reminders.

Before you begin: Dunning reminders require an open invoice. Renewal reminders follow the membership category’s renewal schedule.

Expected result: An unpaid invoice can trigger dunning even when the member selected cash or check; a renewal that is still pending review does not receive renewal reminders during that review.

What happens next? Check whether an invoice actually exists and remains unpaid before expecting a dunning notice.

How to Create a Dunning Reminder · Configuring Membership Renewal Reminders

Can I change the organization name on one invoice?

When would I use this? Use this when an invoice shows an organization name that needs to be corrected without changing the contact’s membership relationship.

An invoice does not offer a separate edit for its organization name. Member details, including the organization, are captured on newly created invoices when the invoice is made. Older invoices created before that product change can still reflect later contact profile changes. Do not switch a contact’s organization merely to adjust an invoice: it can affect membership and historical records. Check the invoice’s creation date and contact details, then ask Member365 Support about a correction to an affected invoice.

How do I report tax collected on membership fees for a period?

When would I use this? Use this when reconciling tax included in membership revenue for an accountant.

Before you begin: Confirm the membership general ledger account and date range used by your organization.

Steps in Member365:

1. Open Financial → Reports → Revenue Report.
2. Select the membership sub-ledger, date range, and the date type your accountant needs (for example, Payment Date for payments received).
3. Review the tax amounts and export the report for reconciliation against your financial records.

Expected result: The Revenue Report provides the relevant membership transactions and tax data for the chosen account and dates.

Generate a Revenue Report

Where do I change the sender address for invoices and invoice reminders?

When would I use this? Use this when invoice messages should come from a finance address instead of an individual staff member's address.

Steps in Member365:

1. Log in to the Administrator Dashboard.
2. Open Configuration → Organization Profile → Default Email Addresses.
3. Update the applicable sender address fields and click Save.
4. Check a safe test invoice or reminder to confirm the sender shown to recipients.

Expected result: Future invoice and reminder messages use the configured default address.

How do I charge the difference after an event invoice has already been paid?

When would I use this? Use this when an event or add-on was sold at an incorrect lower price and the original invoice is already paid.

The price on a paid invoice cannot be changed to create a new balance due. Review the affected purchases, then create separate manual invoices for the additional amounts where appropriate.

Steps in Member365:

1. Correct the event price for future registrations.
2. Review the affected paid invoices and confirm each amount still owing.
3. From Financial → Create Invoice, select each contact and enter a clear description and the applicable difference.
4. Check the new invoices against the original transactions before sending them.

Expected result: The original paid invoices remain intact and any additional charges are documented on new invoices.

Create an Invoice

Why can't I see Payment Gateway in Financial Settings?

When would I use this? Use this when an older gateway setup guide points to a financial settings page that administrators can no longer access.

The initial Payment Gateway setup page is restricted; Member365 Support handles that setup. Confirm the provider and account with Support, arrange the setup, and verify a payment and refund path before using the gateway. Provider options and terms should be confirmed for your account.

Existing Stripe Connect migration: If the dashboard prompts you to reconnect an existing Stripe gateway, use Manage Stripe Accounts there and follow the Stripe Connect guide. That migration path is separate from initial gateway setup. If the prompt or button is absent, ask Support.

Can I change the Units and Fee columns or format of a manual invoice?

When would I use this? Use this when preparing an ad hoc invoice and reviewing its default headings and numbering.

Before you begin: The manual invoice's Units, Unit Fees, and Fee headings are fixed.

Steps in Member365:

1. Enter the unit fee as a number without relying on a thousands separator in the input field.
2. Preview the generated invoice to verify its displayed amount and line items.
3. Check the generated invoice number; ad hoc invoice numbers do not add leading zeros to the sequence.

Expected result: The issued invoice uses the default column headings and numbering, while the displayed amount is formatted on the generated invoice.

Test before going live: Preview one sample invoice before sending it to a recipient.

What happens next? Ask Support about any custom wording needs that fall outside the fixed fields.

Create an Invoice

How do I set the default sales tax to No tax?

When would I use this? Use this when your organization should not apply the configured default sales tax to new invoices.

Before you begin: Review the tax setting on each product or module as well; changing the default does not necessarily override an explicit item-level tax setting.

Steps in Member365:

1. Open Financial → Settings → Sales Tax → Default Tax.
2. Choose No tax from the default tax menu and save the default tax rate.
3. Review the tax configuration for each relevant membership category, event ticket, store item, or other module.
4. Preview a sample transaction to check the total before sending it.

Expected result: New transactions use the intended default and module-specific tax settings.

Test before going live: Check a sample from each sales path; handle previously issued tax charges and refunds separately.

What happens next? If tax still appears, inspect the item's own setting before assuming the default did not save.

Change Default Tax Settings

Can I add invoices from a previous CRM to a member's invoice history?

When would I use this? Use this when a member needs access to invoice PDFs created before your move to Member365.

Before you begin: Historical invoices from another CRM cannot be imported as original invoices into Member365's member invoice history, even when an administrator impersonates the member.

Steps in Member365:

1. Collect the original invoice files and confirm which member should be allowed to see each one.
2. Upload the files to an appropriate Workspace and assign access to the intended members.
3. Ask a test member to sign in and confirm that the files are accessible in the Workspace.

Expected result: Members can retrieve the historical PDFs from the Workspace; they do not become Member365 invoice transactions or payment history.

Test before going live: Check file permissions and make sure no other member can see a private invoice.

What happens next? Continue using Member365 invoice history for invoices actually generated within Member365.

Member Portal invoices and receipts

How do I copy an assistant or spouse on future invoice emails?

When would I use this? Use this when another person regularly handles payment for a contact and should receive new invoice emails.

Before you begin: The Secondary Contact feature can CC a specified person on emails sent to the primary contact. It does not retroactively resend old invoices or transfer ownership of an invoice.

Steps in Member365:

1. Add or review the secondary contact on the primary contact's profile, using My Account → My Profile → Contact Info in the Member Portal when the feature is enabled.
2. Turn on CC the secondary on all emails that are sent to the primary contact and save.
3. Send an appropriate test email or future invoice and check both recipient addresses.

Expected result: Future email messages to the primary contact, including invoice emails, copy the secondary contact when that option is enabled.

Test before going live: Verify that the second recipient is authorized to receive billing information.

What happens next? For an existing invoice, have its recipient forward the email or ask Support how to resend it; do not assume a secondary contact gets earlier messages.

Enable the Secondary Contact feature

How do I report membership payments made by credit card?

When would I use this? Use this when finance needs to identify which membership payments used a credit card over a prior period.

Steps in Member365:

1. Open Financial → Reports → Revenue Report.
2. Set the start and end dates and choose Payment Date if the question concerns when the payment occurred.
3. Filter to your organization's membership ledger or account, then generate and export the report.
4. Filter the exported rows by payment type for credit card and reconcile a sample against invoices.

Expected result: The filtered export shows membership transactions paid by credit card in the chosen period.

Test before going live: If the interface limits the date range, run separate yearly exports; confirm that your ledger names and transaction dates match the report's purpose.

Generate a Revenue Report

Can I edit an invoice after it has been issued?

When would I use this? Use this when a billed item or amount must change after an invoice has been sent.

Before you begin: An issued invoice cannot be freely edited as if it were a draft. The correction depends on its payment status.

Steps in Member365:

1. Check whether the invoice is still unpaid or has been paid, and confirm the correction and related purchase.
2. If it is an eligible unpaid invoice, void it and issue a corrected invoice when appropriate.
3. If it has been paid and money must be returned, use the applicable refund workflow and reconcile the original transaction; create any replacement invoice separately.
4. Verify the new balance, payment gateway record, and member communication.

Expected result: The correction is documented through a void, refund, or separate invoice rather than silently overwriting the original.

Test before going live: Never void a paid invoice or assume a refund was completed just because an item was removed.

Void an Invoice

What happens to the portal and reports when I void an invoice?

When would I use this? Use this before voiding an unpaid invoice or explaining why a voided invoice no longer appears to a member.

Before you begin: Only eligible draft or payment-pending invoices can be voided through the standard workflow. A void is different from refunding a completed payment.

Steps in Member365:

1. Open Financial → Manage Invoices, locate the correct invoice, and confirm its status and payment history.
2. Use the void action only when available and review the confirmation.
3. After the void, check the member's portal balance, revenue report, journal entries, and aged accounts receivable report.

Expected result: The voided invoice is no longer payable in the Member Portal; its accounting entry is reversed, the revenue report records the void, and a payment-pending amount is removed from aged receivables.

Test before going live: Reconcile a sample against the gateway and ledger before reporting a balance as settled.

How to Void Invoices

Can I restore a voided invoice? No. A voided invoice cannot be revived for payment. If the payer later wants to pay, review the original invoice and any payment history, then create a new invoice through Financial → Create Invoice for the correct contact and charges. Send the replacement invoice and keep the voided record as part of the audit trail. Do not issue a second invoice for a payment that was already completed.

Why was no default tax charged on one event registration?

When would I use this? Use this when event tickets configured for default tax apply tax to some purchasers but not others.

Before you begin: The software uses the member contact's selected preferred address for location-based default tax; for non-members it uses the address entered at checkout. A missing relevant address can result in no tax being applied.

Steps in Member365:

1. Check the event ticket's tax setting and the configured default tax.
2. For a member, inspect the preferred address on the contact record; for a non-member, check the checkout address captured for the registration.
3. Compare a taxed and untaxed test purchase and review each invoice before sending or correcting it.

Expected result: The tax calculation follows the configured tax rule and the location data available on the transaction.

Test before going live: Have your finance team confirm the intended tax treatment and handle an already issued invoice through the proper correction workflow.

Default Tax Settings

Can I add a credit card processing surcharge only to card payments?

When would I use this? Use this when considering a separate charge for card payments on membership invoices.

Before you begin: Member365 does not control the processing fee assessed by Stripe or another gateway.

Steps in Member365:

1. Review the membership application and renewal fees before adding any cost-recovery amount.
2. If you add an amount to those membership fees, account for the fact that it applies to all accepted payment methods, including check or bank transfer, rather than card payments alone.
3. Test each payment option before opening the application.

Expected result: A membership fee adjustment is charged regardless of payment method.

Test before going live: Confirm your organization’s approved fee policy and the displayed checkout total.

Can different ticket types in one event post to different ledger accounts?

When would I use this? Use this when an event sells admission and a separate credit-bearing option.

Before you begin: Support confirmed the ledger assignment is per event, not per ticket type.

Steps in Member365:

1. Open the event report and export its financial summary statement.
2. Filter or sort the report by ticket type to calculate the separate sales amounts manually.
3. Reconcile those amounts with the overall event total under your accounting process.

Expected result: Ticket-type sales can be analyzed separately, but the event’s ledger is shared.

Test before going live: Check representative transactions and any event add-ons before using the numbers for accounting.

Where do I change provincial tax rates for taxable items?

When would I use this? Use this when a tax table needs a different provincial rate.

Before you begin: Tax table settings apply across taxable memberships, store products, and event tickets; have your finance team approve the rates.

Steps in Member365:

1. Open Financials → Settings → Sales Tax → Tax Tables.
2. Under the Canada tab, review and update the relevant provincial entries.
3. Save, then test each affected transaction type and location.

Expected result: Taxable items use the updated table values according to their configured tax rules.

Test before going live: Verify the checkout amount and invoice tax lines for representative provinces.

Will an archived contact receive reminders for an unpaid invoice?

When would I use this? Use this when a former member has an outstanding non-membership invoice.

Before you begin: Dunning reminders relate to unpaid invoices; membership renewal reminders follow a separate membership schedule.

Steps in Member365:

1. Open the dunning reminder settings and confirm the reminder schedule and message.
2. Keep the invoice unpaid and confirm the template includes its payment link.
3. Review delivery to the contact and stop the schedule when the invoice is paid.

Expected result: An archived contact with an unpaid invoice can receive configured dunning reminders.

Test before going live: Test the wording and payment link, and distinguish the invoice from a renewal reminder.

Will a payment changed directly in the gateway update an existing Member365 invoice?

When would I use this? Use this when a charge amount or status was changed in the payment processor rather than in Member365.

Before you begin: A paid invoice and its gateway transaction are financial records; do not silently overwrite either one.

Direct answer: A retrospective change in the payment gateway does not automatically update the Member365 invoice. Support must reconcile the invoice with the gateway transaction.

Steps in Member365:

1. Record the invoice number, gateway transaction, actual payment amount, and correction needed.
2. Submit these details to Support for review before treating the invoice as paid or adjusting financial reports.
3. Confirm the resulting Member365 invoice and gateway record agree.

Expected result: The invoice is corrected through an explicit support review rather than an assumed automatic sync.

Test before going live: Reconcile one invoice and its processor transaction after Support confirms the change.

What happens to automated recurring billing when we change payment gateways?

When would I use this? Use this before moving from a current processor to another gateway such as Stripe.

Before you begin: Do not disconnect the existing processor before reviewing active subscriptions and upcoming renewal dates.

Direct answer: Existing ARB payment tokens and subscriptions cannot be transferred between the processors. Plan the transition with Member365 Support; affected members must renew and enter card details again to set up a new token and re-enable recurring billing.

Steps in Member365:

1. Identify members with Automated Recurring Billing (ARB) on the current gateway.
2. Arrange the gateway change with Support and plan when existing subscriptions are removed.
3. Communicate how members will manually renew, enter new card details, and opt into ARB again.
4. Test a new transaction and ARB enrollment before announcing completion.

Expected result: New billing uses the new gateway; existing ARB subscriptions are handled through the transition plan.

Test before going live: Verify the first renewal on the new gateway and that no old subscription remains active unintentionally.

Can I apply a partial payment directly to an invoice?

When would I use this? Use this when a member wants to pay an issued invoice in instalments.

Before you begin: Do not mark an invoice paid in full merely because its first instalment arrived.

Direct answer: Member365 does not currently support posting partial payments directly against one invoice. Track instalments outside the invoice workflow and reconcile them before marking the invoice paid.

Expected result: The invoice remains subject to its normal full-payment state; partial instalments need a separate approved accounting process.

Do later profile changes alter the contact details on an existing invoice?

When would I use this? Use this when a contact changes organization or job title after an invoice was created.

Direct answer: A product update locks member details on newly created invoices at creation time. Older invoices created before that update may still display changed contact details.

Steps in Member365:

1. Check the invoice creation date and the information printed on the invoice.
2. For an older invoice with a discrepancy, contact Support with the invoice number and desired correction.
3. Preview a newly created invoice after a profile change to confirm the expected snapshot.

Expected result: New invoices preserve the member details from their creation; historical invoices require individual review.

Test before going live: Compare one invoice made before and one after the update before drawing a conclusion about historical records.

Can Cash and Cheque payment options appear only to administrators?

When would I use this? Use this when staff need offline payment choices for manual renewals but members should see only online payment.

Direct answer: The payment-method setting applies to both administrators and members. Cash and Cheque cannot currently be enabled for staff while hidden from member checkout.

Expected result: The enabled payment methods appear according to the shared membership payment configuration.

Test before going live: Review the member checkout before enabling an offline method.

Where can I get invoices for my organization's Member365 subscription?

When would I use this? Use this when your finance team needs Member365 platform charges or receipts for reconciliation.

Member365 subscription billing invoices are separate from member invoices in the Administrator Dashboard. They are not available through the program's My Account invoice area. Request them from Member365's billing team.

Steps in Member365:

1. Gather the organization name, the billing contact, and the date range of receipts needed.
2. Contact Member365 billing through your usual billing channel or ask Support to route the request to billing.
3. Reconcile the copies provided with the organization's payment-card statement.

Expected result: The billing team provides the subscription invoices or receipts for your requested period.

Why is an invoice missing from my membership revenue report for a payment date?

When would I use this? Use this when a member's purchase history shows a payment but the report for that date range does not include its invoice.

Check which date the report filters. When Created Date is selected, the invoice appears in a range containing its creation date, which can differ from its payment date.

Steps in Member365:

1. Open the membership revenue report and note the selected date filter.
2. Open the missing invoice and check its creation date.
3. Run the report using a range that includes that creation date, and compare the invoice number and amount.

Expected result: The invoice appears when the report's date range includes the date used by its selected filter.

Test before going live: Compare one known invoice before using the report for reconciliation.

How do I change the label on the credit-card payment button?

When would I use this? Use this when your organization wants checkout to display a different name for its card payment option.

An administrator can edit the payment-type display label without changing the underlying payment method.

Steps in Member365:

1. From the Administrator Dashboard, open Financial → Settings → Payment Types.
2. Edit the label for the credit-card payment type and save.
3. Run a test checkout and check how the option is shown to a payer.

Expected result: The checkout button displays the new label while the card-payment workflow remains the same.

Do I need to change Member365 after updating my Stripe payout bank account?

When would I use this? Use this when your Stripe payout destination changes but the connected Stripe payment gateway remains the same.

A bank account update inside Stripe does not require a Member365 gateway change when you keep the same Stripe integration.

Steps in Member365:

1. Confirm the Stripe payment gateway itself has not been replaced.
2. Update and verify the bank account with Stripe.
3. Review the next payout and reconcile it with your Stripe account.

Expected result: Member365 continues using the existing Stripe connection; Stripe manages the payout bank details.

Test before going live: If the Stripe gateway connection is also changing, review that separately before live payments.

Do repeated invoice email audit entries mean the invoice was emailed repeatedly?

When would I use this? Use this when the invoice history shows several email-related audit entries and you need to confirm how many messages went out.

An invoice audit entry can be created when a recipient views the email. Repeated view entries do not by themselves prove the message was sent multiple times.

Steps in Member365:

1. Open the invoice and review the event labels and timestamps in its audit log.
2. Distinguish email-view activity from a sent-email event before counting messages.
3. If delivery remains unclear, check the contact communication history or ask Support to verify the specific send.

Expected result: The send count is based on actual sent events, not the number of views recorded in the invoice audit log.

Can I change the recipient on an existing group membership invoice?

When would I use this? Use this when an organization changes its primary contact after a membership invoice was generated.

Direct answer: Changing the organization’s Primary Contact affects future activity; it does not move an existing invoice to the new contact. If an invoice is still unpaid, the usual correction is to void it and create a new invoice for the correct recipient. Review paid invoices with Support before changing financial records.

Steps in Member365:

1. Update the organization’s Primary Contact in Organizations → View Organization → Role Management for future activity.
2. Check the existing invoice’s status and who currently owns the invoice record.
3. If it is unpaid and eligible to be voided, void it and issue the replacement invoice to the correct contact; keep the original audit trail.
4. Reconcile the invoice, payment status, and member communication before treating the correction as complete.

Expected result: Future activity uses the new Primary Contact; the corrected unpaid charge is documented on a replacement invoice.

Test before going live: Do not void a paid invoice to change its recipient. Contact Support for a paid or event-linked invoice, because the correction depends on its transaction and registration history.

Where do I enter the organization tax number shown on invoices and receipts?

When would I use this? Use this while preparing your finance settings or checking an invoice or purchase receipt that does not show your organization’s tax number.

Before you begin: Confirm the tax number with your finance team. Changing this organization setting may affect later invoices and purchase receipts.

Steps in Member365:

1. Open Tax Settings in the Administrator Dashboard.
2. Enter or verify the organization’s Tax Number and save.
3. Create a controlled test invoice or purchase receipt and inspect the output.

Expected result: The configured organization tax number appears on invoices and purchase receipts generated with that setting.

Test before going live: Verify the exact number and output during launch preparation; do not assume an older invoice is retroactively rewritten.