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Shepherd Pay: FAQ

Answers to common Shepherd Pay questions on transactions, batches, refunds, notifications, and account settings

Updated yesterday

Shepherd Pay Office Hours and Emergency Support

Q: What are your hours of operation?

A: If you have questions related to Shepherd Pay (setup, functionality, or troubleshooting):

Hours of Operation:

  • Monday - Thursday, 9:00 AM – 6:00 PM EST

  • Friday, 9:00 AM – 3:00 PM EST

For after-hours emergencies, email merchant@shepherd.vet or press 2 on the main line to reach a representative.


Viewing Daily Transactions

Q: How can I view the transactions that I processed for a day?
A: All processed transactions can be viewed in the Payment/EOD Reports within Shepherd.



Payment Status and Batch Processing

Q: Why are my payments showing as pending?
A: Transactions are sent in batches at the end of each day. While a batch is open, transactions show as pending and cannot be refunded (but can be voided). Once the batch closes and settles, transactions can be refunded.

Q: What’s the difference between a refund and a void?
A: Difference is listed below

  • Refund: Funds are debited from your bank account and returned to the cardholder.

  • Void: Cancels the transaction authorization before funds are transferred.


Notification and Reporting Settings

Q: How do I turn off emailed notifications for every transaction?
A: Go to Shepherd Pay Gateway -> Control Panel -> General Settings, then remove the relevant email addresses. Save your changes before exiting.

Q: How can I have batch reports sent to additional people?
A: Navigate to Control Panel -> Batch Settings in the Shepherd Pay Gateway. Add email addresses to the appropriate fields and save your changes.


Merchant Statements and Funding

Q: Where can I find my merchant statements?
A: Visit shepherdpay.partnerengage.com to access your statements.

Q: When will I receive the funds for batches I process?
A: Information is listed below

  • Batches closed before 7:45 PM EST are funded the next business day.

  • Batches closed after 7:45 PM EST are delayed by one business day.

  • Clinics with surcharging may still receive next-day funding.

  • Clinics can opt into next-day funding with a fee; contact merchant@shepherd.vet.

Q: Can I update the automatic batch close time?
A: Yes. In the Gateway Portal -> Control Panel -> Batches, change the time and save your settings. Be aware this may affect your funding schedule.


Bank Account and Fee Settings

Q: How can I update the bank account where deposits go?
A: Email merchant@shepherd.vet with:

  • A voided check or bank letter for the new account.

  • A copy of the account signor’s driver’s license.

Q: When will I be billed merchant fees?
A: Between the 5th and 9th of each month for the prior month’s volume.

  • If surcharging, fees are removed daily from batch totals; debits and fees post monthly.

Q: Can I have all my fees taken out daily instead?
A: Yes. Email merchant@shepherd.vet to request a switch to daily discount billing.


Account Inactivity and Gateway Access

Q: I received an email about user deactivation. What does that mean?
A: Per PCI rules, users inactive for 90 days are deactivated. You'll get a warning after 85 days. You can still process transactions, and support can quickly reactivate your user.


Processing Limits and Disputes

Q: Is there a limit to how much I can process?
A: There are no strict limits, but transactions are reviewed to ensure they fit your business profile.

Q: What happens if a customer disputes a charge?
A: You’ll be notified and asked to submit evidence.


Third-Party and Legacy Transactions

Q: Can I accept Care Credit through Shepherd Pay?
A: No. Care Credit must be processed via the Care Credit portal.

Q: How do I refund a client who paid before I used Shepherd?
A: Contact Shepherd Pay support to enable Blind Refunds. You’ll then enter the cardholder info in the gateway to process the refund.

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