Intro Technical Who For Benefits Where Next History FAQ
Introducing dmAccounts
dmAccounts is a payment, ordering and credit management system that ensures that your dmClub services are funded:
- Reliably, so that you do not run out of calling credit, or have numbers disconnected for non-payment
- Economically, so that you do not have to put unnecessarily large amounts of credit into your account
- Quickly, so that you do not need spend a lot of time with the admin
- Flexibly, so that you can pay and manage your accounts the way you want
- Transparently, so that you can see all you orders and payments, and be confident that we are reliable and trustworthy with your money
While very few people like paying for things, we hope to make the process a pleasant one.
We have a wide range of services, some of which require real-time credit control, so the dmAccounts system has many features to suit the needs of our variety of customers and the services we provide.
Technical overview
There are 3 key elements of dmAccounts to fulfill its mission:
Orders these are usually related to a service that we provide, either rental, calls or human services. All Orders are listed in your account in a convenient statement, with unique reference number, and full itemisation.
Payments are when you add some credit to your account, and/or pay for order(s). We provide the widest range of payment options in the industry, and all payments have a unique reference number, and are included in your online statement. Payments can be manual or automatic (AutoPay).
Credit is the balance of money in your account, it can be used for:
- Paying off orders
- Providing real-time credit for certain services
- Topping up other services
Who is dmAccounts for?
Self managing dmClub account owners, accounts and billing departments.
As we have grown our customer base from our traditional small "owner driver" customers, to medium and large businesses, we have built processes and features to support both "users"
Key benefits
- Fully automated billing options
- Payment from all leading Debit and Credit cards, UK Bank Direct Debit, Paypal, UK and International bank transfer, Cash, cheque in post, postal orders
- Full itemisation of all transactions
- Automated warning and transfer systems to keep your account running smoothely
Where next?
#0016 Payment guide to see the full details of the payment options, and links to them
#1231 Understanding charges and orders to underststand the orders, and their parts
#0103 Buying a Service For long term or Life to find out about saving money with longer term/life contracts
#0042 Help and Solutions for dealing with Accounts problems and getting express support
History and roadmap
Thu28Apr 2016: Auto Topup is retired long live AutoPay
Auto Topup the old Credit Card automatic payment system has been retired, given a gold watch and has moved to Switzerland, where it can achieve its bucket list ambition of visiting all the Banks in all the Cantons.
AutoPay a more powerful, easier to use system will take its place.
Fri 22 Apr 2016: AutoPay with 3 styles, cards and DD released into "General Use"
Multiple account connection options:
- The overall concept has been made more general and now one can connect several payment accounts to AutoPay
- Each style can connect to a selected account (e.g. Daily Topup can use Credit Card, Monthly can use Direct Debit)
Instant and Daily Topup styles have been added to the existing Monthly style
- Instant is a manually initiated payment, but our Payment Service Provider (RealEx) remembers the card details on their network
- Daily Topup is an automatic payment, that checks the customer balance every 10 minutes and does a maximum of one automatic topop per day
- Monthly is an automatic payment, which prepares an estimate, and notifies the customer on a fixed "notice date", does the transfer on the Transfer Date, and then confirms the result of the Transfer on the Confirmation Date
Handy instant pay options are being added throughout the system so that customers can easily get started with AutoPay
Roadmap and ideas
Should dmClub be supporting other types of account with AutoPay, (paypal, Bitcoin)?
Should autopay support initial orders?
...More News, History and Roadmap:
#1236 Accounts: History and Roadmap for all recent releases, and where we are taking accounts
#7000 Latest news and updates for all the updates and news for dmClub
FAQ
Can I make a payment for credit on a particular number?
No: Credit goes into a central account, so that you do not need to manage each number's credit individually.
How can I see where all my money is going?
First it is best that you understand how we charge you, and watch the videos on Accounts (by end of Apr 2016 there is will be a video tour of accounts at the top of this (#0100) note.
I've just made a payment, why has it not been credited to my account yet?
Manual payments are processed every 4 working hours, so if the payment is waiting for clearance it can take up to 4 working hours to appear in your dmAccount. Initial payments by Card/Paypal may have to be manually checked, but after that most payments will be automically approved, and go through instantly.
What do the different payment statuses mean?
| Name | Definition |
|---|---|
| WF_CLEAR | The payment has been received but is awaiting processing |
| COMPLETE | The payment is complete |
| FAILED | The card/PayPal transaction has failed |
| ACTIONED | A payment method has been selected, but details have not yet been received |
| CANCELLED | The payment has been cancelled. Is there another payment method that would be better? |
| NEW | The payment has been initiated, but hasn't been received and verified. You may need to try again. |
Why has my card or PayPal payment failed?
If the transaction has been declined by your card issuer, unfortunately dmClub often do not get told the reason. Please make a note of the failure code and email support@dmclub.net and we will be able to advise.
Do you take card payments over the phone?
Yes, however only for customer accounts with previous successful online card payment(s).
If you have AutoPay setup, then we can do it for you instantly, otherwise if we have to do it the "old fashioned way" it may take until the end of the day.
#1234 AutoPay concepts & advice for info about AutoPay and how to get started
How long does it take for a phone payment to be processed?
Card payments made over the phone are processed during the final payments session of the day, latest 18:00 UK time.
I've made a payment that has been completed, why are my orders still outstanding?
In order for us to know that you intended to pay the orders rather than simply adding account credit, please ensure that you have clicked "pay for your orders" rather than "add credit".
I already have enough credit in my account, can I pay off my order myself?
If you notice that you have enough credit in your account, you can pay off any outstanding orders by clicking the green "PFB" (pay from balance) button next to the order.
My payment has not passed verification, when will I get my money back?
When customers make their first payment by card or PayPal, we don't accept the funds immediately (this is usually done within 4 working hours by our verification team). Due to strict verification procedures, we regret that occasionally we are unable to accept some card or PayPal payments.
Card Payments
These will be voided in our payments system and the card issuers informed automatically after the payments batch is processed overnight. Most card issuers will refund the money to your card within 5 working days (e.g. UK bank issued debit and credit cards). Please note that pre-paid card issuers (such as IDT Prime card) have different procedures in place their end, and they may hold your funds for longer - please contact them for details if you require further clarification. We regret that this is not something we have control over and this seems to be standard policy for pre-paid cards.
PayPal Payments
PayPal will refund the money to your PayPal account immediately after we have processed the refund. They will inform you via email.
Do you do refunds?
Yes we do refunds in the first 14 days, if you do not like the service for any reason, then we will refund the inital order, and up to £5 (ex VAT) of call usage. We can do this, as more than 99% of customers don't request a refund, and we tell people that they have to really experience our products to understand why we are the best.
After that you have had time to evaluate the product, and are deemed to be happy with it, and as the amounts are so small and the refund admin so high, that like most prepay services we do not do refunds.
If you feel that this is wrong in your circumstances, then you can make a formal complaint, and any exceptional circumstances will be considered.
#0058 What do I do if I want to make a complaint? How to make a formal complaint
Do you link payments and orders?
We do not link payments and orders. We run a Pre-Pay system, where customers make payments, and can indicate with the payment which orders they would like to have paid off from the central credit, when the payment has gone through.
When you pay with dmClub, you are purchasing central credit, which we issue VAT receipts for.
The reason why we do this, is that it allows the customer flexibility to place credit with us, without having to decide how the credit will be used.
How do I get a VAT receipt?
dmClub charge VAT on payments crediting the account, we do not charge VAT on the orders (but the orders will show the VAT amount), see FAQ 7,12 "Do you link payments and orders?" for more background.
To get the VAT receipt:
my.dmclub.net > Accounts > [This Year] > !!select the payment!! > click on it
Either print that page, or click the "Send Receipt by Email button"
You now have your VAT receipt.
What if I'm exempt from paying UK VAT?
Businesses in the EU outside of the UK are eligible for VAT exemption. If you raise a ticket with support including the reason for your VAT exempt status, proof of your EU business and your EU VAT registration number, we can start getting your account registered as such on our system. This will mean that you will be able to create payments without VAT and have VAT reimbursed on those payments that you make with VAT included.
Why do I have a main account credit and credit in my dmCalls12 accounts?
If you look at your Accounts area in the clubhouse (my.dmclub.net > Accounts), you will see a "Main Account Credit" value, which is the central account area. If you have dmCalls12 account(s) each of the accounts will also show its balance.
Your main account credit is the central credit, that can be used for any of our services (rent, topping up a dmCalls12 account, buying a new number etc).
The dmCalls12 credit is money that is actually on our dmCalls12 discount call platform, and can be used instantly to fund your calls. dmCalls12 can be used to make inbound calls diverted to your landline or mobile, and outbound calls as well.
I need to have an invoice to take to my purchasing/accounts dept to get the purchase signed off, can you help?
Yes, you can generate a pro-Forma invoice, with your company and our company's details on it.
A) purchase what you would like from any of our shops, and register using your company's details
B) Checkout, but do not pay
C) Go to your new clubhouse (my.dmclub.net)
D) Go to Accounts > [Add Credit]
E) Select the amount you require, and [Bank Transfer], and then follow that path
F) You will now have a ProForma invoice in your Accounts, which you can access by > my.dmclub.net > Accounts > [This Year] > Click on the Direct Deposit's reference, and you can print that out, or print it to PDF and email it to the correct department.
G) Instructions for national and international transfers are:
#0112 Making a bank payment to dmClub for payments within the UK
#0113 How to make a payment to dmClub from outside the UK outside the UK