Manager – Frequently asked questions (FAQ)

Frequently asked questions

1. What should I do if I encounter a technical issue on the platform?

If you experience an issue with Endorphine, our support team is here to help. You can contact us by email using the Submit a support request button located at the top right of the screen.

2. Can cancellation and refund policies be configured?

Yes, you can customize your cancellation and refund policy in the Communications and legal texts section to meet your needs and those of your customers.

3. How do I add a question to a form?

Go to the Forms section and click Create. Enter your question, select the response type (Short answer or Choice), add the options if necessary, define the frequency, and indicate whether the question is required. Then, assign the question to your form.

4. Can acceptance of the terms and conditions be required before purchase?

Yes, the Terms and conditions of purchase section allows you to add terms and conditions that customers must accept by checking a box before completing their purchase.

You can also create custom statements in a form and add a specific “I agree…” option for certain activities or rental equipment, allowing them to be included directly in the purchase process.

5. How do I connect my Stripe, Square, or Nuvei account to accept payments?

Go to the Payment section, select Stripe or Square, then click Connect. You will be redirected to the selected service’s login page to connect your account.

For Nuvei, please contact support@endorphine.ca.

6. Why aren’t my activities or rental equipment available for online purchase?

Make sure you have configured the availability of your activities and rental equipment under Configuration > Schedule.

Without this step, your activities or equipment will not be visible to customers.

7. Can transaction fees be added for customers?

Yes. Under Settings > Fees, you can add fixed or percentage-based fees for each module, including day passes, season passes, equipment rentals, donations, lodging, and more.

8. How do I modify or delete an existing activity or equipment rental schedule?

Go to Operations > Schedules, select the schedule you want to modify, then click Edit to adjust the settings or Delete to permanently remove it.

This allows you to close availability for a specific day.

9. How do I add a member to my team?

In the Team section, click Add, enter the member’s first name, last name, and email address, then assign them a role.

They will receive an email invitation to create their account, followed by a second email to confirm their new account.

10. What is the difference between the custom URL and the self-service URL?

Custom URL: Used to direct customers to your customized Endorphine platform.

Self-service URL: Allows you to connect a compatible terminal and create self-service stations at your reception area.

11. Can I customize the order confirmation message sent to customers?

Yes. You can customize the confirmation message under Communications and legal texts > Order confirmation.

12. How do I configure the taxes that apply to my products and services?

Go to Settings > Taxes, select the applicable provincial tax, enter your tax registration numbers (GST, QST), and configure the GL codes if necessary.

13. Can I customize the ticketing terms used for my products?

Yes. Under Settings > Ticketing terms, you can modify the terms used for day passes, season passes, equipment rentals, lodging, donations, and packages.

14. Where can I access my Endorphine administrator interface or the validation application?

You can access your Endorphine administrator interface using the following links:

• Administration: https://admin.endorphine.ca/
• Mobile Validator (validation application): https://mobile-validator.endorphine.ca/

15. An activity, rental, or lodging appears as unavailable online or when creating an order, but I cannot find the corresponding order.

There are several possible reasons:

Reservation in progress

One of your customers or employees may currently be booking the same item. If the order is not completed, the item will automatically be released after 30 minutes.

Quote created but not invoiced

A quote has been created, but no invoice has been issued yet. The items are therefore recorded at this stage but are not officially confirmed.

Order created through the point of sale (payment pending)

An order has been created, but payment has not yet been completed. The items are reserved for a maximum of 30 days unless payment is made earlier.

To find these unconfirmed orders:

1. Search under Orders.
2. Enter the purchase period or activity period.
3. Filter by status.

This allows you to easily find orders with a Created status that have not yet been confirmed.

16. I cannot update a customer’s email address

If you cannot change a customer’s email address, it means that the address is already associated with another account in our database.

In this case, the two accounts (the one that needs to be corrected and the existing account) must be merged.

To request an account merge, please contact our team at support@endorphine.ca.

17. Can I submit a payment or invoice retroactively?

No. Payments and invoices cannot be submitted retroactively in Endorphine.

18. Can I configure tax-exempt products?

Yes. Tax-exempt products can be configured only in the Product catalog.

When creating your product, go to the Applicable taxes section at the bottom of the page and use the dropdown menu. You will have several options, including No tax.

Save your changes to apply the configuration.

19. Can I connect an Airbnb calendar to the Endorphine platform?

Yes. You can connect an Airbnb calendar to the Endorphine platform by synchronizing it through iCal.

To set this up, please contact the Endorphine technical team at support@endorphine.ca.