Cashless Catering

Why are my parents unable to top up their child's dinner money balance?

If your parent is unable to make a top up for their child’s dinner money balance, this is because the child’s ParentMail account has not been linked with your till provider.

To correct this, select ‘Payments’ from the left hand menu then select ‘Cashless Account Linking’.

Cashless 2On the left hand side of this page you will be able to see the name of every user on the till system who has not been linked to an account on ParentMail. To connect these accounts, click into the box on the right hand side and start typing the users name to search for them.

Cashless 3A user will not be linked automatically if there is a difference in details, so in the case of a user being called Alex on the till system and Alexander on ParentMail, this would cause the match to reject. When linking the profile, the system will advise you of the difference, to check if you wish to proceed.

When you are happy, click ‘Save Changes’ and the links will be made next time the till communicates with ParentMail.

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What is the difference between ‘Current Balance’ and ‘Balance Pending’ and what do my parents see?

‘Current Balance’ shows the confirmed balance held by your till system.

‘Balance Pending’ shows any top ups from parents since the last till communication. The next time your till speaks to ParentMail this will be transferred to the ‘Current Balance’. If balances are pending this is usually down to the tills and therefore we recommend contacting your till provider in the first instance.

Parents only have a ‘Current Balance’ tab so as soon as they top up it will update for them immediately.

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How can I generate barcodes to allow parents to top up at a ‘PayPoint’ provider?

If you have PayPoint enabled in your payment settings, you will be able to generate PayPoint barcodes for your parents. To check, go to Payments > Settings and you will be able to see if PayPoint is enabled or not.

Select ‘Payments’ from the left hand menu, then select ‘Cashless Reconciliation’. On this page you will be able to select any or all users who you wish to generate a barcode for. To do this, simply click on the box next to each student’s name or click at the top of the list to select everyone.

You can use the ‘Balance under’ option at the top of the page to search for everyone with a low or negative balance. Simply type in the amount and press the green ‘Filter’ option. You will then need to press the Select option at the top to select all.

Once this is done press ‘Resend Barcodes’ to generate the barcodes for the parents.

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Why are my parent's balances not updating?

If you find that your parent’s balances are not updating, the first thing you need to check is that your till is turned on. If the till is switched off, no communication between ParentMail and the till will take place.

If the till is activated you will need to check that it is connected to the internet. If both of these things are done, please contact the till provider directly as ParentMail simply reflects the information sent from the till.

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How do I use the cashless linking tool?

The cashless linking tool should be reviewed after every import or user update to ensure the profiles on your till system have been linked with your ParentMail records. If accounts have not been linked, parents will not be able to top up their child’s dinner balance. To do this, go to Payments > Cashless Account Linking – if this page is blank it means all your accounts are correctly linked.

If you can see names, this is showing you which users are not correctly linked to the till. To connect these accounts, click into the box on the right hand side and start typing the users name to search for them.

A user will not be linked automatically if there is a difference in details, so in the case of a user being called Alex on the till system and Alexander on ParentMail, this would cause the match to reject. When linking the profile, the system will advise you of the difference, to check if you wish to proceed.

You can click on the blue Current Balance at any time to get a transaction breakdown for that account.

When you are happy, click ‘Save Changes’ and the links will be made next time the till communicates with ParentMail.

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How do I refund dinner money for a cashless balance?

Please note: For you to be able to refund the dinner money back to the parent, the payment is required to be made on ParentMail. If the money was transacted via ParentMail 2 or added via the tills, you are required to make a till side adjustment and refund via Cash or Cheque instead.

Firstly, you will need to go to Payments > Cashless Reconciliation:

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If you do not see this section, it is most likely that you are missing the permission to ‘Manage Cashless Catering’. Please advise the main admin to grant this permission by following the instructions here.

Next, you will see a list of all users that have a cashless account.

In the search field under ‘Name’, please enter in the name of the user you would like to refund and click ‘Filter’ to see the user.

This will then show the user and their details. Please click onto the blue balance under the header ‘Current Balance’:

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On the right-hand side, you will have the balance showing and underneath will be a field to enter in the amount you would like to refund.

You are only able to refund the amount of the balance.

Please enter in the value of the balance or the amount you would like to refund and click the Refund button.

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If you receive the error message, “You are not allowed to refund more than the £0.00 that has been paid against this item” this means that the money has not been paid onto ParentMail and therefore, unable to refund via ParentMail. You will need to make a till adjustment to remove the balance and then refund the parent by Cash/Cheque.

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If you receive a message with a refund summary, it will confirm the amount you will be refunding and the payment method.

When you click ‘Next’ you will receive a successful message.

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