If an administrator to your account needs to have three password reset they have 2 options. One option is for them to use the “Forgot Password” link at the bottom of the password field (visible after they have entered in and verified their email)

This will walk them through the step of having a temporary generated password created and emailed to them to allow them login and change their password.

The second option is for an administrator with “Account Administrator” permission to set the password for the account. To do this the account administrator will have to

• Login and go to the “Administration” page
• Select the Logins tab
• Select the login that you want to set the password for
• Enter the new password into appropriate input on the login details panel
• Re-enter the new password in the second input
• Save the password

Now the administrator will be able to use the new password to login

The weakest link in most security is weak passwords. This is because most users want to use a handful of passwords that they can easily remember, unfortunately this causes a huge risk because non-complex passwords can be figured out in seconds by hackers using special software.

You can change your password by clicking on the “Settings” (the gear in the upper right hand corner)

Look for “User Settings” and in that section you will see your name, your email address, and the “Change Password” inputs.

You need to provide your new password. New passwords require one uppercase letter, one lowercase letter, one number, and must be at least 8 characters long.

Verify your new password by re-typing it and click save password.

When it comes to credit cards the very first thing to understand is that the payment that you receive is for your product or service, whether that is a registration for a car show, a club membership, a ticket, a t-shirt, or whatever else you are selling, however, in the payment system it is just a payment and it is not linked in any sort of virtual way to what it was used to purchase other than you seeing a name of something purchased and a name of a purchaser in the payments screen.

This is a really important concept for you to understand as you start to accept payments in Middletwin.

The reason it’s important is because if you refund a customers payment, or issue a partial refund, that only impacts the customers payment. You will still need to go into Middletwin and make any changes to the data that are needed to reflect the refund. For example, if a customer wants a refund for a car registration, and you go to payments and issue a refund, you will still need to go into the registrations for the event and delete the registration.

Testing

When you are setting up an event you will undoubtably want to test out the customer experience of registration. When doing this you can go into the Show Settings for the event and turn on test mode, its the first setting.

When you do this, and save the show settings, you will see on the landing page where all the icons are the words “This event is in test mode”

A clear indicator that the event is in test mode, and you will see on the public facing event panel that the event is in test mode

Test mode will allow you to run through the processes of registration, ticket purchases, and vendor/swap space purchases but will skip past the payment screen allowing you to complete everything without incurring a credit card charge.

If you also want to test out the credit card charge you can keep the test mode turned off in the show settings, however we ask that you do not use the credit card refund function to reimburse your self for any charges greater than $1, just write a check out from your club/event bank account to yourself.

Customer Refunds

Of course the customer always gets what they want, if the customer wants a refund on a credit card or a partial refund you need to do that without hesitation, but if your customer will accept a check refund or an exchange, you should try to offer that as well.

You can always put language in your purchase agreement policy for your event that all refunds will be in the form of a check that will be mailed out within 7-10 business days, most customers would be agreeable to terms like that.

Trying to avoid credit card refunds helps Middletwins merchant rating.

You can view your account subscription in the “Administration” Page.

From here you can see when your subscription renews, and what the amount is that you will be charged for your subscription. If you feel that any of this is incorrect, please contact support@middletewin.com and let them know.

You can setup your payment method for your subscription in the finance page

Click create to add a new payment method. Click on the Invoices tab to view invoices that have been generated for your account, and the Payment history tab will display your payment history to Middletwin.

If you have questions or want to cancel your subscription, contact our support team at support@middletwin.com. Note that we do not offer refunds on accounts that are cancelled prior to the end of a subscription period.

Most groups sell things. The types of things that groups can sell are

• Membership & Renewals (annual)
• Merchandise (one time)
• Event Registrations (one time)
• Event Tickets (one time)

All of these types of sales transactions occur using credit cards.

Middletwin uses a company called Stripe to process your customers credit cards. Note that on your customers bank account statements they will see a charge to your groups name.

Fees

Stripe charges us a fee for processing each transaction. The fee can vary between the different payment method types (Visa, Discover, AMEX, etc…). On average this is around 3.5%. We automatically calculate and withhold this fee from every transaction.

Returns

If someone makes a purchase from your group but later decides they want to return that purchase, you need to have a policy in place so that you know how handle the return. Most groups will want to make an “all sales final” policy, eliminating the need to process returns. In the event that you need to process a return you will need to login to your groups stripe account (at www.stripe.com), find the transaction, and refund it. If you cannot do this for some reason you can contact support@middltwin.com with details about the purchase. Note that you will still be responsible for all the transaction fees.

Payouts

Our payment processor, Stripe, will process all the payments that your club members make and deposit those funds into your groups bank account. You can log into your Stripe account and view these payout, run reports, and get any other details that you need from Stripe.

Setting up your own

Note that we are always evaluating our process and may have other options for payment and payouts in the future.

If an administrator needs to change their multi-factor authentication settings, they will need to have an administrator with “Account Administration” permissions or Middletwin support reset it for them.

For an account administrator to do this they will have to

• Log into their account
• Goto the “Administration” page
• Select the logins tab
• Select the account admin that they want to reset
• In the Login Details pane click the “Reset MFA” button

After doing these steps the login will be reset with no multi factor authentication and the next time the administrator logs in the system will take them through the steps of setting up their own Multi-factor authentication settings.

Handling returns is just a part of doing business. Because your club is being hosted on Middletwin you will need to have your own returns policy. This is required in order to maintain compliance with our payment processor, Stripe, as well as the major credit card providers.

We have a group returns polity that your group uses by default if you do not provide your own return policy. Acceptance of this return policy is a part of our terms of use that you agree to when signing up to use Middletwin.

The default return policy

Membership Fees

All membership fees are non-refundable. If a member wishes to discontinue their membership with your group you can choose if you want to allow them to maintain their membership until it expires, however all membership dues are non-refundable.

If a membership is cancelled by the group for any reason, the membership fees paid by the outgoing member are non-refundable.

Exceptions to the membership fees return policy can be made by the group providing to Middletwin support a copy of the groups adopted membership return policy. The group can issue refunds as it sees fit through the groups own devices at the groups discretion (ex mailing a check). The group may have Middletwin issue a credit card refund by contacting Middletwin support. There will be a $10 fee per refund for this service.

Store Merchandise

All store merchandise can be returned and the group accepting the return must issue a refund through its own mechanism within 24 hours of receipt of merchandise. The group may apply any restocking fees as deemed appropriate by the group if the revoking fee is disclosed in the merchandise listing. The group may make exceptions to this by explicitly providing the customer with a written instrument of the exceptions directly in the merchandise listing.

All store merchandise can be exchanged and the group accepting the exchange must send the replacement to the customer within 24 hours of receipt of the merchandise being exchanged. The group my apply any restocking fees as deemed appropriate by the group if the revoking fee is disclosed in the merchandise listing. The group may make exceptions to this by explicitly providing the customer with a written instrument of the exceptions directly in the merchandise listing.

The group may have Middletwin issue a credit card refund by contacting Middletwin support. There will be a $10 fee per refund for this service.

Exceptions to this policy can be made by the group putting explicit policies in the merchandise listing.

Event Registrations

All online registrations are non-refundable. If an event registrant wishes to cancel their registration they may do so by contacting the group. If the group wishes to refund the registrant they can through their own process. The group may have Middletwin issue a credit card refund by contacting Middletwin support. There will be a $10 fee per refund for this service.

The group must have its own policies in place for refunds due to unforeseen circumstances like weather related cancellations.

Event Tickets

All online tickets are non-refundable. Events tickets become the property of the purchaser when purchased. They may resell them on their own. Neither Middletwin or the group will buy back event tickets.