What’s changing

Starting on April 1, the Zelle pass-through cost will increase:

• Current: $0.40 per disbursement

• New: $1.52 per disbursement

There are no changes to PayPal or Venmo — both remain at $0.25 per disbursement.

Prior to April 1, we will also be adding a new option to collect Zelle information for manual disbursements. This option will provide you with the customer’s Zelle information in ZippyAssist, which you can use to issue refunds using your own Zelle services.

Why the change

Our approach with disbursement methods is simple: we pass these costs through at cost.

Even though there have been increases in Zelle fees, we’ve held off adjusting the Zelle fee we pass-through while working with our payments provider to try to secure a better deal. Unfortunately, they’ve recently announced a further increase, so we now need to update the pass-through cost to reflect the actual cost of Zelle disbursements.

What you can do

Before April 1, you may wish to review your refund method settings:

• You can adjust which disbursement methods you offer customers at any time, including disabling Zelle so customers are unable to choose this option as a refund method.

• If your payment provider supports credit card payment reversals, you can avoid issuing refunds by processing a reversal on the credit card instead (check with your payments provider).

• Once we announce manual Zelle disbursements are available, you may want to update your Zelle configuration to use this option to avoid fees.

There is more information these options at this link: https://community.zippyassist.com/docs/refunds/post/payment-and-refund-methods-iBIFwi6gYyiWA5d

If you have any questions, or would like help reviewing your setup, just let us know. You can reach us at support@zippyassist.com.

Thanks for your understanding,
The ZippyAssist Team

Zippy Wallet (prefunding) has been replaced with Refund Billing (reimbursement).

What has changed? You no longer need to pre-load funds or worry about "topping up" your balance before approving a refund. Instead, we will advance funds to cover your approved refunds and bill you later.

How it works: ZippyAssist will continue to keep track your approved refunds and transaction fees. We will automatically charge your payment method when:

• The current month ends; or

• Your unbilled total reaches a limit (usually $100.00).

What happens to your current Zippy Wallet balance? Any funds you had remaining in your Zippy Wallet have been returned to you as a credit on your ZippyAssist account and will automatically be applied to your next ZippyAssist subscription invoice.

This change is designed to keep your support workflow uninterrupted – you can continue to approve refunds as in the past, but instead of using Zippy Wallet to provide funds up-front, we will bill you later.

You can view your current unbilled total in the new Refund Billing section of your dashboard.

Accessing the Notification Center

You can open your Notification Center anytime by selecting the bell icon located in the top-right corner of your dashboard.
A badge count displays how many new notifications are waiting.

Inbox & Archived Tabs

Notifications are organized into two sections:

Inbox

Your Inbox shows all active, unarchived notifications. Each entry includes:

• A short description of the event

• A timestamp

• A link to take action (when applicable)

• An option to archive the notification

Common examples:

• Help Request received or closed

• Refund requests received, canceled, or unclaimed

• Equipment syncing failures or limit warnings

• Wallet low-fund alerts or deposits

• Subscription billing issues

• Email delivery failures

Archived

The Archived tab stores notifications you’ve cleared from your Inbox.
This view is helpful for reviewing past alerts or performing a full cleanup.
You can also permanently delete all archived notifications from this tab.

Managing Personal Notification Settings

Each user manages their own notification preferences under Account Settings → Notifications.
These settings apply only to your user account and do not affect others within your organization.

You can enable or disable notifications sent through:

• Web (Inbox) – Shows alerts inside the Notification Center

• Email – Sends alerts to your account email

• SMS – Sends alerts to your registered phone number

If a channel is turned off, you won’t receive notifications through that method for any event type.

Notification Categories

Each event category can be individually configured for SMS, Web, and Email delivery.

Help Requests

• Help Received

• Help Closed

Refund Requests

• Refund Received

• Refund Unclaimed

• Refund Canceled

Feedback

• Feedback Received

Voice Messages

• Voice Message Received

Requests

• Assigned to You

General

• Note Mentions

• User Management Alerts

• End of Day Summary

Activities

• Subscription Activities: Billing issues

• Wallet Activities: Low funds and deposit events

• Equipment Activities: Sync and equipment-limit events

Toggle each category on or off based on your preferences and workflow.

How Notifications Work

• When an event occurs in your account (e.g., a help request arrives), ZippyAssist generates a notification.

• The notification is delivered through the channels you’ve enabled.

• Web notifications appear in your Notification Center until you manually clear or archive them.

• Email and SMS notifications are sent instantly when enabled.

This allows users to tailor the system to match their role, availability, and urgency needs.

• You can edit refund requests and change them to other available refund methods, such as PayPal or Venmo. This requires you to have the necessary information for those refund methods.

•Using the “Create Request” button in the dashboard, you can send out a refund request link to customers. If you select “Refund Only” in the type section, the request will only prompt the customer to submit new refund information, eliminating the need for them to go through the entire help request flow. Additionally, you can add notes explaining why you’re asking the customer to resubmit their refund information.

Let us know if you need any assistance or have questions about these processes.

Our Zelle service provider has resumed our access and we are now processing refund disbursements as normal.

Thank you for your patience and understanding while we worked through the situation.

We want to provide an update on the recent issue affecting Zelle refund disbursements.

Last week, our Zelle service provider unexpectedly paused our access to their platform as part of a review process they initiated. Since then, we’ve been supplying detailed information about how ZippyAssist operates and working to accelerate their review, and to have our Zelle services reinstated as quickly as possible.

Unfortunately, the provider is continuing to withhold Zelle disbursements at this time. While we’re hopeful that service will be restored soon, this ultimately depends on our Zelle partner completing their review and reactivating access.

In the meantime, the option to select Zelle as a refund method has been temporarily disabled, and Zelle refund disbursements will remain suspended for now.

If you have refunds you want to approve but the method is Zelle, please see this post on options to change disbursement methods.

All other refund methods and ZippyAssist features continue to operate normally.

We’ll keep you informed as we make progress.

Thank you for your patience and understanding while we work through this.

Bulk Updater: Added the ability to update multiple requests and equipment simultaneously. The bulk updater can be accessed from below the tables via the "Bulk Update" button. This will allow status changes, assignments, managing equipment, etc. Click here to learn more.

Decline Draft Refunds: Added the ability to decline draft refunds. In the past, users could only expire draft refunds if done before the pre-authorization follow up was sent now. After this update, users will be able to expire or decline draft refunds regardless of the time frame so as to better manage those requests.

If you have any questions or suggestions for future features, please don’t hesitate to reach out.

Read our blog post for more info:

https://zippyassist.com/blog/introducing-the-starter-plan

Using the Bulk Updater

1. Select Items

   • Use the checkboxes on the left to select individual items.

   • To update everything on the page, click Select all.

   • To apply changes to all items in your list (not just those visible on the current page), use the Select all (###) option.

2. Choose an Action
   Depending on the type of item you are managing, the Bulk Updater will display different options:

   • Help Requests

     • Update Status (e.g., Open, In Progress, Closed).

     • Change Assignee (assign or unassign multiple requests).

   • Refund Requests and Feedback

     • Change Assignee (assign or unassign multiple requests).

   • Voice Messages

     • Update Status (e.g., Read/Unread).

     • Assign to a user.

     • Archive or Delete multiple messages at once.

   • Equipment

     • Update Availability (Activate/Deactivate selected machines).

     • Archive or Delete equipment in bulk.

3. Apply Changes

   • After selecting your desired action, click Apply to update all selected items simultaneously.

Best Practices

• Use the Columns button to show or hide fields that help you filter and select the right items.

• Apply filters first (e.g., by request type, status, or equipment group) before using bulk updates for more precise control.

• Be cautious with bulk actions like Delete or Archive, as these changes apply to all selected records at once.

Example Use Cases

• Closing multiple help requests at once after processing them.

• Assigning a batch of machine issues to a technician.

• Archiving old voice messages no longer needed.

• Deactivating equipment that is out of service.

The Bulk Updater is designed to simplify management across the dashboard, giving you flexibility and speed when handling multiple records at once.

Overview

• Requests can be assigned to any active user in your organization.

• Available users are managed from the Users page, where you can toggle users on or off for assignments.

• The column is hidden by default but can be turned on using the Columns button at the bottom of the page.

What Can Be Assigned

The following request types can all be assigned:

• Help Requests

• Refund Requests

• Feedback

• Voice Messages

If requests are linked (for example, a help request and a refund request submitted at the same time), they will always be assigned to the same person.

Filtering by Assignment

The Assigned filter lets you quickly narrow down requests:

• Unassigned – See requests that have not yet been given to a user.

• By User – View requests assigned to a specific person or multiple users.

Organization Tables

The Assignment column can also be managed through the Organization tables page. For more details, visit: https://community.zippyassist.com/docs/general/post/configuring-default-table-views-pYVX7V2eq3kGNyg

How It Works

• Override Defaults: Each table type (Help, Refunds, Voice Messages, Feedback, Customers, and Equipment) can be customized individually.

• Column Selection: You can select which columns appear by default and the order in which they display. The sequence you set here will define the default table layout.

• User Flexibility: Users may still rearrange or hide columns while working in a table. However, if they reset or revert back to defaults, the configuration set on this page will be applied.

Table Types You Can Configure

• Help Columns – Control the default view for help requests (e.g., Name, Type, Equipment, Status).

• Refund Columns – Choose refund details such as Reference, Method, Amount, and Decision.

• Voice Message Columns – Define default fields like Caller Number, Summary, and Submitted date.

• Feedback Columns – Select which feedback details (e.g., Reason, Rating) should be shown first.

• Customer Columns – Manage customer information defaults, including Name, Mobile, Email, and activity history.

• Equipment Columns – Configure equipment details such as Tag ID, Location, Account, and Sync Status.

Updating Your Defaults

1. Navigate to Organization > Tables.

2. Use the toggle to turn on the ability to override default visible columns for the table type you want to update.

3. Select the columns you want included in the default view.

4. Drag to reorder columns if needed.

5. Click Update to save your changes.

Your updated layout will now serve as the new default for your organization’s users.