Investigating A Payment

Any time you need myXP to look into a possible issue with a payment that has been sent, we need for you to provide all pertinent information about the payment in question so that we can effectively investigate.  We process around a thousand payments each month and likely dozens for your church alone.  

Please ensure you follow this process as outlined below:

1. Ensure that the payment in question has passed the expected payment turnaround time (link below in related articles).
2. Please create a todo in basecamp following our process (link below in related articles).
3. If you have it available, please post a screenshot or PDF of the email confirmation you received from making the payment request.
4. If you do not have the email available please provide ALL the following information:
   1. Recipient Name
   2. Payment Amount
   3. Request Submission Date
   4. Name of the person who made the Submission

Once the necessary information is provided using the todo system, we will be able to look into your payment issue as soon as possible.  

A couple of things to keep in mind:

• Using ACH/Direct Deposit payments is always the safest, quickest, and cheapest way to going about issuing a payment to any person. This also ensures payments always get where they need to go. (see link in related articles below)  We have seen an increase in checks being lost in the mail quadruple in the past few months.  We cannot stress enough that whether you pay a vendor 1 time or 100 times--please ask them to receive all payments from your church as Direct Deposit/ACH.
• For mailed checks, myXP will use the first invoice submitted to create a vendor record in your Quickbooks Online account.   Once that account is created, it is the responsibility of the church to notify myXP of any mailing address or other updates using the submission form.  If the vendor record already exists, while myXP will attach your invoice to the transaction within Quickbooks we do not continue to source the invoice for information unless you have prompted us to do so on the submission form.  Please note the screenshot of the invoice submission option on the support form below: