What's different about Shepherd Pay Payments?
If your clinic uses the Shepherd Pay integration, you're actively processing transactions through the software vs. manually defining the payment event in Shepherd..
All Shepherd Pay payments have a Reference Number. Use this when looking for a specific payment in your Gateway Portal or as a quick reminder that the payment took place using Shepherd Pay
All Shepherd Pay payments also have an Authorization ID. User this alternatively when looking for a payment event in your Gateway Portal.
Shepherd Pay must be the selected Refund Method when processing refund transactions or the transaction will not take place
For more information on manual transactions in the Shepherd Pay Gateway Portal, click here
For how to refund through Shepherd Pay when the payment originated from elsewhere (before transitioning to Shepherd Pay) click here
Take a Look
Section 1: Payment Type
Once you have selected Take Payment on the client profile or from an invoice, you will want to make sure the Use Shepherd Pay toggle is on. (If you have Shepherd Pay setup, this toggle should automatically be on)
Section 2: Payment Amount
Next enter the Payment Amount.
You can select the 'Pay All Invoices' toggle and Shepherd will automatically fill in the total amount due.
Or you can select individual Invoices to apply the payment toward.
Section 3: Payment Method
You'll select the payment method from the following options:
EMV Terminal - This is a chip reader, the option will be available if you have a chip reader device connected in your Shepherd Pay settings and the device is online
With EMV Terminal toggled on, click Check Out to collect payment
Swipe Card - This is the USB Swiper Terminal (See the callout below if you're experiencing an issue with your swiper terminal)
Select Swipe Card to use your USB Swiper Terminal to collect payment details and Check Out
Manual Entry - Manually enter the credit card details and Check Out
Saved Card - This allows you to process payments using a saved card on file.
Select the saved card and Check Out
Sent Payment Link - This will allow you to send the customer a text to pay link. To learn more about this payment option, click here.
Note: You can save a card on file using manual entry or using a swiper.
Swipe Terminal Not Capturing All Card Numbers?
There is a common Mac OS setting that can cause an error when the swiper terminal is used to collect credit card payment information. Here is what it is and how to disable it:
Adding a Period after the Double Space
This setting allows mac users to end a sentence with a double space and the system will automatically place a period after the last word in any program. This means cloud-based software too - like Shepherd!
How to disable it:
Navigate to System Settings
Find Keyboard
Find Input Sources, then click Edit
Unselect ‘Add period with double-space’
From the refund screen, toggle on Shepherd Pay as the Refund Method
Select the corresponding payment to refund (refunds through Shepherd Pay must be associated with a payment)
Enter the refund amount. It cannot exceed the payment amount associated with the payment selected.
Add refund notes if applicable
Select Check Out.
FAQ
Q: What happens if a client disputes a charge with their bank?
A: If a client contacts their bank about a charge from your clinic, the bank will open a chargeback to review the details of the transaction in question. The cardholder (your client) will receive a temporary credit prior to completion of the chargeback review. Your (the merchant) account will be debited for this credit. You will receive chargeback details via email which you will have 3 weeks to respond with the requested information. If the chargeback is won in your favor, the debit to your account for the transaction will be returned. If the chargeback is won in favor of your client, you will not receive the funds back. Should you have questions or concerns regarding a chargeback or what documentation to need to provide to fight one, we are here to help!
Q: Why would a client initiate a chargeback?
A: A client might initiate a chargeback for various reasons such as an incorrectly billed amount or belief that services were not received.
Q: Is there a cost associated with a chargeback?
A: Beyond the deduction of the cost of the transaction at the start of the investigation and not receiving those funds back if the case is won by the client, a merchant is charged a flat rate of $25 per chargeback. Clients should be encouraged to contact your practice directly with concerns about a charge so that any due refunds can be issued directly, avoiding the need for a bank chargeback.
Q: Why is a signature not required for client transactions?
A: Following increased security of card transactions through swipers and EMV terminals, signatures are no longer required to authenticate a purchase, but obtaining a signed receipt is still best practice.
Q: Can I view the last 4 digits of the payment card?
Yes, the last 4 digits of the payment card is displayed anywhere payment details are displayed. This includes on the client profile within the financial tab, on the invoice within the payment table, as well as in various reports where payment transactions are referenced.