1. Are unpublished payments visible to applicants in the Portal?
No, unpublished payments are not visible to applicants in the Portal. To make a payment visible, ensure it is published in the system.
2. Can I have two payment gateways active in the same application template?
No, you can’t use two payment gateways in one template. If Stripe and Flywire are enabled, only one can be enabled per template.
3. Can I customise the Stripe/Flywire payment form that applicants fill out in the Payment tab of the template?
No, not in Full Fabric. The form is embedded directly from the external payment gateway system to collect the necessary data and process payments.
4. Where in the platform can I see the Full Fabric invoices to my institution?
Full Fabric invoices to the institution aren't displayed in the platform, they are emailed directly to the institution. To enquire about contract or invoice queries please contact accounts@fullfabric.com
5. Can Payment Plans be used in class-level application templates?
No, Payment Plans can only be used in institution-level application templates.
6. In my application template, why candidates cannot see the 'pay and submit' button to proceed to the fee payment?
Because although the Payment tab is active in the application template, it doesn't have a Gateway set up. To fix it, please select a Gateway.
7. What should I do if a candidate mistakenly submits an application template that required a fee?
If the payment hasn’t been processed yet, cancel it in the Payment Gateway (Flywire, Stripe, etc.). If it has already been processed, issue a refund.
8. How can I refund a candidate’s payment if I don’t have access to the Payment Gateway tool?
If you cannot access the Payment Gateway tool to process a refund, please reach out to our support team, and we’ll assist you with the refund request.
9. How long does it take for a refund to be processed?
Refunds may take up to 10 business days to be fully processed and delivered to the recipient's bank account.
10. Will a discount added to a Payment Plan be automatically applied to profiles who already have that Payment Plan?
No, the discount will only apply to profiles assigned to the Payment Plan after the discount is added. Existing profiles will not be affected.
11. Does the contract between Full Fabric and our Institution renew automatically?
Contracts usually renew automatically with a 90-day notice period. For more details, please contact your Full Fabric CSM or email accounts@fullfabric.com
12. Can I assign a payment plan to multiple profiles at once?
Yes, but not directly. There’s no built-in bulk assignment tool for payment plans. But you can achieve this by creating a lifecycle workflow with the action “create payment plan”. Then, trigger that workflow for a group of profiles by moving them in bulk from one state to another to trigger the workflow.
13. I have a discount in the Payments > Discounts area of an application template, but why can’t I change the amount?
Because that discount has been used in submitted applications, so its amount can’t be changed. You must create a new discount with the new amount.
14. Can I turn off payment plan reminders?
No. Payment plan reminders are built into the system and cannot be turned off.
15. Can I customise the content of the payment plan reminders?
Yes. You can edit the reminder templates by going to General Settings > Automation > System Email Templates.
16. Can I control payment plan reminders based on a profile’s lifecycle state?
No. Reminders are sent based solely on a profile’s payment plan, not its lifecycle state. If a profile has upcoming fees approaching due date, it will receive reminders regardless of its lifecycle stage.
17. If I unpublish a profile's payment plan, will it receive payment reminders?
No. Payment reminders are only sent to profiles with published payment plans.
18. If I withdraw profiles from a class, will they receive payment reminders?
Yes, if the payment plan remains published. Reminders are sent based solely on a profile’s payment plan, regardless if it is withdrawn from the class or not.
19. Can I unpublish payment plans in bulk?
No. Payment plans can only be unpublished individually per profile at once.