FAQ

Frequently Asked Questions

Does PoolDues.com act as an intermediary for payments (i.e. do we take a cut of sales)?

Toggle Answer...

No, your club immediately receives full payment directly from Paypal whenever a member pays for anything. We do not receive any portion of any payment from your members.

We setup an incredible storefront, powerful bookkeeping backend, but all payment processing is passed over to Paypal, one of the biggest and most trusted credit card and e-check payment processors in the world.

This also means your website/payment portal does not store any of the financial information for your members.

Our pool doesn’t accept Paypal (or any credit card processor) due to the 2.9% fees that Paypal charges, how does Pool Dues address that?

Toggle Answer...

Totally understandable. When someone purchases anything through your Pool Dues portal, we can optionally add on 3% labeled as “Service Fee”,”Process Fee”, “Tax” (or whatever label you want). Most people don’t even notice it, or faced with the alternative of writing a physical check when they would prefer to pay by credit card, they will just accept the extra fee.

It’s important to remember that not every member is able to pay by check at the time your club invoices them. If your club wants to get paid in February but you consistently have 50 members that won’t write a check until the day before Memorial Day weekend, then you need to give them more options to pay.

The price when adding a membership to the cart is still a nice even number like $550.  Some pools that currently accept Paypal generate buttons that include the total price with fees included. So visually people immediately see the price as $566.50, then wonder why the advertised membership price is $550. So for example, in the image below, you can see how this fee could look if you choose to pass on the 3% charge to your members…

Paypal payments for neighborhood clubs or pools

 

Again, this fee is optional. Your club can simply accept the fees as the cost of doing business these days.  You can also include or exclude the fees on a per-item basis. So for example, you could include the fee on One-Time Payments but exclude it on Yearly Recurring Payments (which would incentivize getting members on an automatic payment cycle)

As a non-profit business can’t we avoid Paypal fees  somehow, like accept fee-less payments sent friend-to-friend?

Toggle Answer...

That would be nice, but no. You are still considered a business in Paypal’s eyes, and even as a non-profit, your pool is taking in money that far exceeds the limits of what can be received “friend to friend” (a fee-less way of transferring money between accounts).  Paypal isn’t stupid, they will notice multiple $550 payments being sent to the same account. Trying to circumvent fees in this manner will ultimately get your account in hot water.

If your pool is struggling, we understand trying to avoid fees (and passing them onto members). If your pool isn’t struggling, as a non-profit organization the better question is why are you trying to avoid them at all?

The pool is a community-run organization NOT trying to make a profit. Correct?  Ask your membership if they want the convenience of paying online without fees. Ask your treasurer if he wants the convenience of all money being accounted for electronically with easy-to-use reporting.

These days members that pay by check are the ones that should be charged an extra fee. It’s a hassle for accounting purposes, a hassle to deposit and especially a hassle when a check gets lost in the mail.

Why should we use Paypal as a credit card / e-check processor for payments?

Toggle Answer...

For one, any credit card processor is going to charge about the same amount for fees. Paypal’s fees do get lower based on your monthly amount received. The standard 2.9% goes down to 2.5% if you receive over $3000 in a month, and 2.1% if over $10,000.

It’s also a brand people trust and a processor they keep recent. Most of your members have used Paypal before for online payments, and as such already have their credit cards and backup checking accounts connected to their accounts. This is important because if you do decide to offer a recurring Yearly payment option, your members are most likely already keeping their Paypal accounts up-to-date. For example, if their credit card’s security code changed in the last year, they’ve probably already updated that in their account because of another online purchase they made since the last time your club billed them.

Does this replace our current site?

Toggle Answer...

Ideally yes!

But if you are weary about overhauling your entire website right now, we have two options: one we create a subdomain for example, yourclub.pooldues.com.  You can then send members to the subdomain for payment, tennis reservations, clubhouse rentals, to use the member directory, find babysitters, etc.

We think you’ll enjoy what we have to offer so much, you’ll want your website pointing directly to your shiny, new Pool Dues powered site.  We have tons of features for your Board Members to easily update the front page, add events, club news, change pool hours, and so on. And of course, it’s all easy to use!

We can also setup your PoolDues site initially as a subdomain, you can test it out, then we can point your domain name to that.

What info do you need from us to get setup?

 

Toggle Answer...

Here’s what we need to setup your account…

  1. The Paypal email your club receives funds at. Don’t worry, we don’t need to login to your account.

  2. Club Name and website.

  3. What kind of memberships your club offers (Family, Couples, Singles) and the prices.

Optionally, we can do a mass import of your current members (which would save you a ton of time entering them in one at a time). This would give your current members access to the Member Dashboard to reserve a tennis courts, rent the clubhouse, use the Member Directory, etc.

When is a good time to start using Pool Dues?

Toggle Answer...

Obviously the earlier in the year the better, because you want to get as many new and current members using it. The first club we implemented Pool Dues with started using it in late April, so a lot of their membership had already paid the dues that year. What amazed us was within the first 2 weeks, of the 20 members that paid online, half of them choose to setup an automatic Yearly Recurring payment!  

By July, every new member chose the Recurring Membership option. Why? Because they didn’t feel like they were only paying for half a Summer. That club even had new members join in August, because they knew they wouldn’t get billed again for exactly 1 more year.

If that Family hadn’t joined when they did…

1) They could have gone to another neighborhood pool offering a recurring membership.
2) They could have met another family that convinced them to join a different pool in that time.
3) They could have moved and been somewhere else entirely by next Summer.

The obvious point is that getting paid TODAY is always better than tomorrow. Especially when it means locking down a membership that could last 20 years.


Pool Dues can also benefit your club year-round with our integrated tennis court reservation system, clubhouse rental system, Member Directory (that connects members with babysitters and capable young lads around the neighborhood to do odd jobs), fundraising options and more!

What sales export options are available?

Toggle Answer...

Your Treasurer can login to the backend and choose from various export options to CSV (CSV files can be imported into Excel, Numbers, etc). You can export all sales or only particular dues, and filter by Start and End Date.

Does the PoolDues check-in app replace the need for our members to wear wristbands?

 

Toggle Answer...

Wristbands are always going to be important especially early on in the Summer, as an immediately identifiable thing that separates member from gate-crasher. Your lifeguards are typically the only paid people at the pool during open hours, but their job is safety. Your guards should not be watching the front door to see who’s walking in, as their eyes should be on the pool. So having wristbands gives guards a chance to see who in the water is banded, and when they are off-the-stand, they can see who’s around the pool area with or without a band.

The check-in app has some great features, but in terms of physically preventing someone from just walking through the front door, it is not an app for that. But neither is a paper guestbook either. Your main line of defense against gate-crashers is always going to be a wristband.

Wristbands are dirt cheap and the Board Member Dashboard of your Pool Dues site includes a page to show you who EXACTLY gets a wristband for the upcoming summer. We sort it all for you.

Also keep in mind, if you station a check-in kiosk (ideally an iPad running our app) at the pool, that will help scare off gate-crashers. Appearances are everything!

What if a member can’t pay online?

Toggle title

We understand clubs have members of all ages and tech-savviness. Millennials aren’t even sure if they have checks, whereas older members will insist on paying by check. For members that do pay by check, your treasurer can add a manual payment into our system with their backend login.

Manually entered payments will trigger the same welcome emails that members that paid online receive. They will also be issued a check-in PIN for the email entered with the manual payment.

When entering a manual payment, your Treasurer can decide whether to enter a price of $0.00 or the regular price of membership. If the regular price is entered, any reporting run on membership totals would include that amount. Treasurers may want to set the price to $0.00 if they only want to run reports that include the actual online payments.

What if we start using PoolDues when some members have already paid for the upcoming pool season?

 

Toggle Answer...

There’s two easy options here. Your Treasurer can create a back-dated Manual Payment, essentially a fake payment, that doesn’t charge the member. The member will then get access to the Member Dashboard accessible via their email and 4-digit PIN, where they have full privileges to the site (tennis court reservation access, and so on)

If you have a lot of members that need Manual Payments, the second option would be to send us a CSV file of every member’s First name, Last name, and Email address.  We can do a mass import and create a Manual Payment for each. For the payment date, we can use the day of the import or back-date it. So for example if you want the renewal date to be February 1 of the next year, we could set that.

Once a member is in the PoolDues system, either through a membership purchase they initiated or a Manual Payment your Treasurer created, they will receive automated emails reminding them their membership is due / or expired.

Once a membership is expired, they no longer have member privileges, for example, they can’t reserve a tennis court.

This will get members paying their dues on time for a change!

 

What happens if we use the payment portal created for our club, then cancel a year or two later?

Toggle Answer...

You can cancel anytime. Although your payment portal would be closed, any recurring payments setup through it would still be in effect. When one of your members creates an automatic yearly payment profile, it is initiated through us, but ultimately done through Paypal. So this profile will still be in effect and Paypal would continue billing them for you.

Once you see revenue increase from miscellaneous sales, and more members retained through recurring memberships or our automated payment reminder emails, we are confident that PoolDues will become an essential part of your club running smoothly.

What if we need some help creating a new payment or with something else?

Toggle Answer...

No problem! We are providing clubs with an ongoing service which includes immediate help for anything!

The Board Member dashboard is also incredibly easy to use.  So you have complete control over your store, the front page, news, events, tennis grid settings, etc.

We also include video tutorials in your Board Member dashboard that go over everything!

How do we keep people from exiting the Member Check In app in kiosk mode?

Toggle Answer...

That’s easy! Long ago Apple figured businesses would need this option, so they’ve included some built-in settings ideal for kiosks.  Tap here to read our recommended settings.

What’s the best way to get members to download and use the Member Check In app?

Toggle Answer...

After you sign up we’ll send your club a quality table sign to replace your guestbook. This will be custom-printed so your club’s Pool Dues portal link is displayed on top. It will also include links to the app in the App Store, Google Play Store and Amazon Apps.

A newsletter email to your members will also encourage app downloads. We can provide you with images to use in your mailings.