Help
Can’t see an option?
No Offline optionYou may not have the Offline permission, or there’s a donation or part charge on the booking. Remove the donation or part charge, or ask your administrator.
Offline and On Account disappearedA donation amount is entered, and donations are card only. Clear the donation to get them back.
Part charge switched itself offThe payment changed from Pay now, and part charges are card only. Go back to Pay now and add it again.
No Add a part charge switchPart charges are only on the Membership tab with Pay now. Use the Membership tab, or Part Charge Only.
Pay now won’t startYou may not have card access, or Pay now is turned off for this tab. Ask your administrator rather than retrying.
Create or Pay button is greyed outA required field is missing, usually a member’s details or the plan. Look for red asterisks from the top down.
“No customer match” bannerThis is information only. A new customer will be created. If you think they’re already a customer, search under Existing St John account.
Customer has no emailMembership orders allow this. Tick No email. No purchase summary is sent.
Card problems
| What happened | Charged? | Order? | What to do |
|---|---|---|---|
| Card declined | No | No | Your details stay on the form. Try again or ask for another card. |
| You selected Cancel | No | No | Change what you need and select Pay again. |
| Windcave window closed without paying | No | No | Select Open the payment page again, or Cancel. |
| No result after 15 minutes | Unknown | No | Check the Windcave console before trying again, so you don’t charge twice. |
| Payment couldn’t start | No | No | Select Try again. If it repeats, tell your administrator and quote the message. |
| Customer wants a refund | Not done in Salesforce | Pass it to someone with Windcave console access. | |
After you book
Open the order from the confirmation link and check the status, the amount and the payment reference.
Why the numbers can look different
- Line prices exclude GST. A $70.00 plan shows a unit price of $60.87.
- The order total excludes any part charge. The card charge can be higher than the order total.
- Status changes. Orders show Submitted on the confirmation, then Invoiced once the invoice is issued.
Reconciling card payments
Every card attempt creates a Windcave Payment record (WCP-…), even if it’s cancelled. Pay now and Offline look the same on the order, so this record is what tells them apart.
| Status | What it means |
|---|---|
| Requested | The page was prepared and no result came back. Normal after a cancel. |
| Approved | Windcave approved it, and the order isn’t linked yet. A brief state on the way to Used. |
| Used | Approved and finished: the order was created, or it was a part charge only. |
| Declined | The bank or Windcave said no. |
| Error | Something failed while confirming the result. Check the Windcave console. |
Known limit. Part-charge-only payments are held in Salesforce and Windcave only. Nothing tells FIS the ambulance invoice is paid. Finance’s reconciliation for these is still being agreed.