When you change a customer's email in NetSuite, Paystand updates the email on that customer's payer. Virtual Terminal and AutoPay payments taken after the change use the new email. Payments that already happened keep the email they were created with.
The new email is also the one that can sign in to Network Portal for that payer. After the update, the new address can see that payer's payment history, and the previous address loses that access the next time someone signs in.
Requirements
Update the Paystand NetSuite bundle to 2.34.58 or later.
The update is already on. Your NetSuite administrator does not have to turn anything on. To stop it, open Paystand Settings and check Disable Customer Email Sync to Paystand. Leave that box unchecked if you want customer email changes to keep updating the payer.
How the Feature Works
- Change Email on the customer and save. The same update happens from an inline edit or a CSV import.
- Paystand updates the payer only when the new email is a valid address and it is different from the previous one. Clearing the email does not change the payer.
- Paystand looks at the payer already linked to that customer. If the customer has a payer for more than one subsidiary, each payer is considered.
- Paystand writes the new email onto the payer when it is safe to treat that customer as the owner of the address. The customer still saves if Paystand cannot update the payer.
- The next Virtual Terminal or AutoPay payment uses the new email. Network Portal sign-in follows it as well.
Supported Options
| What you change | Does the payer email update? |
|---|---|
| Customer email, then Save | Yes |
| Inline edit on the customer list | Yes |
| CSV import of a new customer email | Yes |
| Email on a Job | No |
| Email removed, or replaced with an address Paystand cannot use | No |
Limitations
Payments and emails that already went out keep the old address. Paystand does not go back and correct payers that were already out of date. Those payers update the next time that customer's email changes.
A Job is not updated. Changing the parent customer's email updates the parent payer only.
Paystand leaves the payer alone when more than one customer is linked to it, so one customer's edit does not change the email for the others. Paystand also leaves the payer alone when its email was already changed in Paystand and no longer matches the customer's previous email.
An email change made through the NetSuite REST API does not update the payer. Changes made in NetSuite, including inline edit and CSV import, do.
Frequently Asked Questions
I changed the customer email and the payer still shows the old one. What should I check?
Confirm your Paystand NetSuite bundle is 2.34.58 or later, and that Disable Customer Email Sync to Paystand is unchecked in Paystand Settings. The new email has to be a valid address. If another customer is linked to the same payer, or someone already changed that payer's email in Paystand, this save will not overwrite it. Contact Paystand Support if the payer still does not match after those checks.
We use one payer for several locations. Will editing one customer change the email for all of them?
No. When more than one customer is linked to the same payer, Paystand does not change that payer's email from a customer edit.
Can the old email still sign in to Network Portal?
Until the next sign-in, an open session can stay as it is. After someone signs in, the new email is the one that can see that payer's payment history.
Do I need to turn this on?
No. It runs on its own after the bundle update. Check Disable Customer Email Sync to Paystand only if you want customer email changes in NetSuite to stop updating the payer.