How to report a Tap to Pay payment issue from the mobile app to your administrator

This feature allows volunteers and administrators to report an issue with a payment made via Tap to Pay. Submitting a report triggers an alert to the main administrators, who can then review the details in the admin interface and decide what action to take (refund, follow-up, etc.).

• How do I report an issue from the mobile app?

• What happens after the message is sent?

• How do administrators view and handle a reported issue?

• What actions are available in the admin interface?

• Can I filter reported payments?

How do I report an issue from the mobile app?

1. Open the mobile app.

2. Go to the Tap to Pay payment history.

3. Select a completed payment (status: "authorized and settled").

4. If no issue has been reported yet, a Report an Issue button will appear.

   

5. Tap the button. A text field opens immediately.

6. Write a brief message describing the issue (max. 250 characters).
   
   

   

7. Tap Send.

The report button only appears for settled payments that have not already been reported.

What happens after the message is sent?

• A confirmation message appears: "The administrator will decide whether or not to issue a refund."

• The message is sent to the main administrators by email.

• The payment screen then displays a notice indicating that an issue has already been reported.
  
  

  

  
  
  

How do administrators view and handle a reported issue?

1. The administrator receives an email containing:

   • The volunteer's message

   • The payment reference

   • The amount involved

   • A direct link to the payment in Tap to Pay > Payments

2. In the admin interface, the payment is flagged with a report icon.
   
   

3. Clicking on the payment opens a details panel showing:

   • The message entered in the app

   • The available admin actions

   

What actions are available in the admin interface?

The administrator can:

• Take no action (leave the issue unresolved)

• Click Refund and mark as resolved: this closes the panel, triggers the refund, and marks the issue as resolved.

  

• Click Mark as resolved without a refund: this closes the issue so it no longer appears in your lists. No further action will be taken.

  

  👉 If no refund was issued, the administrator can reverse this by clicking Mark as unresolved.
  

Submitting a report does not require any action. The admin decides whether a refund is warranted.

Can I filter reported payments?

Yes, in Tap to Pay > Payments, a filter lets you sort payments by their issue status:

• Reported and unresolved

• Reported and resolved