COVID19 Question and Answers for LinksGateway Clients
Posted by Lisa Turvey, Last modified by Maddison Mitchell on 29 April 2020 02:37 PM
COVID19 LinksGateway Questions and Answers
10% HOLDBACKS ON PAYOUTS
Given that membership fees are charged in advance, a portion of the fees we paid out during last week (week ending 27 March) were for services you may not be able to deliver for the time being.
And according to the ACCC website, you’re prohibited under Australian Consumer Law from taking payments for services when there are reasonable grounds to believe the services won’t be supplied.
This means that members may be entitled to a refund on fees already paid or, alternatively, they could request a chargeback down the track.
In normal circumstances, we would simply deduct chargebacks from the next payout. However, given that we don’t know when your next payout will be, we need to hold back 10% of the funds currently held to ensure that we can pay any potential chargebacks that may occur.
The amount received will vary on a case by case basis. In other words, if your gym receives no chargebacks, you will get the full amount back. If there are chargebacks, these will be deducted from the 10% held and you will receive the residual amount left over.
Debitsuccess will continue to monitor your gym’s chargebacks over the coming weeks and months. Once we have a clearer idea of how many chargebacks your members are claiming, we’ll be in a better position to tell you exactly how much you can expect to receive back and when you will receive this.
Debitsuccess reserves the right to hold back funds from future payouts in the event that the chargeback risk increases.
CHARGING FEES WHILE YOUR BUSINESS IS CLOSED
No, you must act in accordance with the guidelines on the ACCC website. You are unable to charge these fees during the time that your business is closed. However, you will be able to charge these fees if you are continuing to provide a service and your members ‘opt in’ to being charged such fees.
Yes, you can. However, your members must ‘opt in’ before you can continue charging them. They need to do this via email.
Without their express written permission, you are not permitted to charge membership fees.
No. This is because your members are receiving a different service to what they initially signed up for. And they must formally agree to this new service and its related fees.
No, your members must ‘opt in’ via email.
This process is no different to the one you have always followed when signing up new members to your gym. It protects your business should a member change their mind or claim they never agreed to be charged.
You’ll need to send an email to your members asking them to respond if they are happy with the new service and related fee.
Please ask your member to use the following wording in their email response:
These are the only members you can include in your debit runs you process in Links and you must only charge the member the fee stipulated in the email at the agreed frequency.
Please email firstname.lastname@example.org to confirm that you intend to process debit runs for these members and provide a list of the relevant members. Please attach a copy of the following to the email to validate your authority to debit: copy of the email sent to members, an example of an opt in from a member evidencing an understanding of the reason why they are debiting. e.g. overdues and penalty fees, and/or virtual coaching, etc.
Yes. This is the default position for all our clients (unless you have arrived at a different arrangement with your Account Manager).
We will continue to monitor chargebacks and we will be in contact with you to discuss options in the event the chargeback risk increases.
No. As the gym is closed, the member has no option to visit the gym during that period.
Yes – but only if the terms and conditions in your membership agreement cater for this.
OUTDOOR PTS AND BOOTCAMPS
Yes, however we need to see evidence that you are training people one at a time, outdoors.
Please send your Account Manager a screenshot from your website or Facebook page to confirm this is the case, and follow the ‘opt-in’ instructions above. Once we receive this, you can run your debits in Links, and Debitsuccess will process the LinksGateway debit batches.
Links and Debitsuccess will follow the same procedures we have already followed for other businesses. This means:
Yes. They’re all working from home and responding to emails & calls as fast as they can. We appreciate and thank you for your patience during this especially busy period.
Yes. Our helpdesk team members are all also operating from home. The phone lines remain open from 9am -5pm AEDT Monday to Friday.