Page Comparison

Summary

This article outlines the general methods for processing credit cards, refunding, and testing after upgrades or general confirmation on the ability to process credit cards.

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When testing the credit card processor on your system, there are two test modes available. On the processor page (Setup tab->Card Processors->Add/ Card Processors / Add/Edit) as shown, there is a test mode check box. This is an EngageIP specific test mode, all cards whether real or fake will receive a successful response when using this check box. This is best used if you simply want to confirm that billing is attempting to process cards and should NOT be used in a production system scenario.

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To test credit cards or process a payment, complete the following:

1. Click Tools tab

2. Under the Tools and Utilities heading click on Make Payment

   • Ensure that there is a payment method available. There should be one that is set to default as denoted by the bold lettering for the active payment method if there are more then one.

3. Select the payment method to use - this is the case where you may have a Cash payment method and a credit card payment method or some other combination. Note: This is where you can select a credit card to process real time even when credit card is not the default payment method

4. In the Amount field enter dollar amount to charge, the credit card to be used will show above

5. Leave the AutomaticDisbursement check box checked if  you would like the payment disbursed automatically against any existing invoices. If unchecked, you will need to manually disburse this payment to the invoice desired

6. Click Save

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To process a credit card without saving the detail, i.e. as a one off scenario on the account, click on Tools tab, and then click 'One-Off Credit Card Payment'. If you do not see this, check your role permissions to ensure you have access to this feature.

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For Full Refund:

1. Find user account

2. Click the  Tools tab

3. Click Credit Card / Credit Card Token Refund

4. Select a processed amount to refund from the list of successfully processed dollar amounts - click check box

5. Click the Refund button

For Partial Refund (see images below for reference):

1. Find user account

2. Click the Tools tab

3. Click Credit Card / Credit Card Token Refund

4. Instead of checking the box beside the processed amount you want to apply a partial refund to, click its ID

5. Enter any amount, partial or full

6. Click the Partial/Full Refund button

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• The expiry email check is performed at midnight each night

• A canned email has been setup and selected on the Email Settings screen

• The EngageIP Event Manager service is required to be running on the webserver

• Only one email is sent per credit card per expiry date

• If the expiry date is updated, the customer will receive another expiry email reminder 1 month in advance of the new expiry date

• Only Active accounts will receive emails (they must be active at the time when the EngageIP Event Manager runs)

To configure:

1. Click on the Setup tab

2. Under the Communication Services heading click on Email Settings

   • Note: Email Messages are setup under Communication Services ->Email / Email Messages. Messages stored in that section house all canned emails for your system (not just those related to tickets).  See below for a sample cc expiry email message

3. Under the Credit Card Expiry Reminder Email Message field select which canned email message will be sent for credit card expiry notices

   

4. Finally, ensure that the EngageIP Event Manager service is running on the webserver - you can check this by using the configuration link in the top right corner of the AdminPortal which is accessible when on the main owner account.  Under the "System Check" section of the page you should see a green checkmark next to the "Event Service"
   

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How do I determine if and why a customers credit card is not processing?

1. Load the user account

2. Click on the Tools tab

3. Click on Payment Methods

   • The name of the default payment method should be in BOLD. If its not default, the billing system will not process against it. Billing only processes against methods marked as 'default'

   • Is the card expired? Click on the credit card, and check the expiry date which is in the format mm/yy

4. If the above is good, access the Reports tab page and check the Payment Decline report. Do the payment attempts show up there? If so, review the error listed and correct as needed

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• The Bill Run History report will provide a good high level view of the number of payments collected during a specific bill run

• Bill Run History can be found under the Reports tab -> page / Owner Reports -> / Bill Run History

• Use the Payment and Payment Decline reports filtered on date to determine how much was charged and what the errors were if the cards were declined.  These reports can be found under the Reports tab page

Error Messages

"The referenced transaction does not meet the criteria for issuing a credit" -  When you receive this error message, one potential reason is that there are two cards on file and one is not located in EngageIP which is why it can not be refunded.  One way this issue occurs is when a customer requests a card change and EngageIP is not updated.

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