Frequently Asked QUESTIONS


These FAQs should mop up anything that hasn't been covered elsewhere. We will add to these over time and as new questions are raised. If you would like more information on any subject, you can write to us through 'About --> Contact Us' on the menu above.

FAQs for Vendors

FAQs for Customers

Who can use ClubPay?

Pretty much anyone. Most of our Vendors are amateur and voluntary 'not-for-Profit' organisations but we also have a number of commercial customers. We are always pleased do discuss individual or 'creative' solutions. Please use the 'Contact Us' menu option to raise any queries

Why should we trust ClubPay?

We're a small company that has been operating for over a decade and we have an excellent reputation with our customers. We can put you in touch with referees from other Vendor Organisations but if you have any lingering doubts, then you shouldn't use us. We are comfortably solvent, we don't have business loans, our credit rating is excellent and we don't answer to shareholders who might push us to take reckless risks in pursuit of profits.

Are there other payment services that are cheaper than ClubPay?

There could be, but we don't know of any, given the complete service package we offer; all payment processing costs, building and hosting a site to sell your products & services, collecting membership data and presenting all this back to you in a way that makes it easy to integrate with your current processes. We even store historical data for you meaning you can access all of your data in one place online. Other providers tend to offer payment processing only (be careful to look for hidden extra costs), meaning that you need a fair degree of expertise to build a site to present your products and interface to the payment gateway

How do you set your prices?

Payment processing is not cheap; we need to cover the associated costs, other overheads, administrative costs and staff time & effort. Don't forget we also help to build and then host your Store. ClubPay is primarily a service to not-for-profit organisations and we are not in the business of stripping hard earned funds out of amateur organisations. We will work with you to find the most competitive rate based on the your throughput and will always look to reduce your rate where we can - for example where a recommendation leads to new business. Ask us for a review if you think your rate is too high; we can't guarantee to reduce it but it never hurts to have a look.

Have a look at our Costs page for full details.

Can you disburse to my organisation outside of the normal cycle?
Unfortunately not, our payment partner sends the funds to your bank account as soon as they have completed processing. This should be around 10 days or less.

What are 'Incomplete' Orders?
They are a fact of life on any ecommerce system, sadly. Customers abandon transactions and the imperfect infrastructure of internet can - occasionally - drop connections at just the wrong time. As a Vendor you should not see many (you may wish to follow up with the customer where you do) but you will almost inevitably see a few.

I can't complete my Order - it won't 'Add to Cart' or the 'Add to Cart ' button is missing?

On the very rare occasions we have seen this, it is usually caused by your PC or other device not allowing the scripts that we need to run – this can be caused by any of the following:

  • Using a low end browser on a mobile device – most are fine but some are simply too stripped down to work properly
  • Over-zealous pop up blockers – when you Add to Cart, you should get an overlay showing the contents of your Cart – if you are not getting this, check for pop up blocking
  • Restrictive corporate networks and/ or PCs can have policies in place that prevent our scripts from running
  • Unusual or outdated browser – we are supported on all mainstream browsers going back some way, but we do occasionally see people on very old versions or on vendor-specific browsers (e.g. AOL) that ‘protect’ the user by crippling the software

In general terms, the solution to all of the above is to retry the transaction from a modern browser and on a modern PC on a normal domestic broadband connection. If you already are, please try a different PC and browser if possible.

Why has my payment failed?

Insufficient funds in the account is an obvious one, of course, but more commonly it is because some element of the information provided doesn't match that held by our payment service provider:

  • The Name provided with the Order doesn't match that on the account being used for payment
  • The Address Details provided with the Order don't match the billing address details held against the account being used for payment - particularly common where someone has recently moved house or named a house where previously it had a house number
  • The Postcode provided with the Order doesn't match the billing address details on the account being used for payment
Can you help with payment problems?

Of course. It's unlikely that you will experience problems with the payment process itself but you can be assured that if we have incorrectly charged your account we will sort it out without delay. If you are overcharged by the Vendor Organisation because they have given us the wrong information it is their responsibility to correct the error but we will try to help where we can

Can you help with disputes with Vendor Organisations?

Short answer? No. We are sympathetic and will support where we can, but your dispute is with the Vendor, not ClubPay. We do our best to ensure that all Vendor Organisations are bona fide - we haven't had any problems as yet - and if we ever find we are having regular problems with a Vendor we will step in, terminating their account if necessary