Shepherd Pay: Payments and Refunds in Shepherd

How to take payments and issue refunds in Shepherd with Shepherd Pay

Updated over a week ago

What's different about Shepherd Pay Payments?

If your clinic uses Shepherd Pay, you're actively processing transactions through the software vs. just recording them.

  • 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

  • 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 and invoices 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

Section 1: Payment Type

  • Toggle on Use Shepherd Pay

Section 2: Payment Amount

  • Either toggle on if the client is paying all invoices or enter a custom payment amount

    • (If you've selected a custom amount, and there are multiple open invoices for the client, use the invoices section to assign funds to one or more invoices)

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.

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:

  1. Navigate to System Settings

  2. Find Keyboard

  3. Find Input Sources, then click Edit

  4. Unselect β€˜Add period with double-space’

  1. From the refund screen, toggle on Shepherd Pay as the Refund Method

  2. Select the corresponding payment to refund (refunds through Shepherd Pay must be associated with a payment)

  3. Enter the refund amount. It cannot exceed the payment amount associated with the payment selected.

  4. Add refund notes if applicable

  5. Select Refund Credit Balance or Check Out


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 paperwork in the mail in which you have 2 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, which in turn streamlines the checkout process.

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