Accepting Virtual Payments Through the App

Updated 2 weeks ago by Brittany Yost, CVPM

For practices using the Virtual Payment feature and processing payments with Gravity Payments, please see this article.

Accepting virtual payments in a veterinary practice offers several benefits for both the clinic and its clients. With the rise of e-commerce and digital-first services, clients increasingly expect the ability to pay online or through mobile devices. Meeting this demand helps your practice stay relevant.

Here are some key advantages:

Convenience for Clients - Flexible Payment Options: Clients can pay through credit/debit cards making the process easier and faster.
Enhanced Client Experience - Streamlined Checkout Process: Digital payments reduce wait times, especially during busy hours.
Increased Revenue Opportunities - Telemedicine Services: Virtual payments support remote consultations, a growing trend in veterinary care.

How to apply:

If you are interested in signing up for Virtual Payment, navigate to Settings > Virtual Payment on your Vet2Pet Dashboard. Click "Sign up for Vetsource Payments" and complete the form.

A member of our team will then email you the Vetsource Payments application. Once you're application has been approved, your Vet2Pet Success Coach will reach out.

How to set-up:

Once your application with Vetsource Payments has been approved, enable Virtual Payment:
Settings > Virtual Payment > toggle on Enabled
Next, be sure to create an "App Payment" type within your PIMS. This will allow for quicker reconciliation of your transaction journals.

How to request and process a Virtual Payment through the Conversations feature:

Initiate an Conversation - Begin a secure, real-time conversation with the client through the Conversations feature by sending an App Chat or 2-way text. Ensure the conversation remains active during the payment process.
Prepare the Invoice - Generate the service invoice within your PIMS and attach it in the conversation for your customer to review. Confirm that the total amount and details are accurate before sharing.
Request Payment Securely - From within the active conversations in your practice dashboard, select the $ icon. Add the Service Title or Invoice Number matching your PIMS and the amount to be collected. Click Send Link.

Confirm Payment Completion - For payment confirmation, monitor the dashboard. The conversation will display "The payment for <Service> for <Amount> is approved" in green text.
Record the Payment - Apply the payment manually in your practice management software, and, if needed, send a PDF of the invoice to your client via Conversations. The collected payment will be deposited into the practice’s bank account with the agreed upon rates with Vetsource Payments.
At the end of the day, access the virtual Vetsource Payments terminal to reconcile the incoming payments against the recorded invoices in your practice management software.
You will also be able to see information about processed virtual payments in your practice dashboard under Reports > Payments.

If the $ icon is grayed out for an app user, the client may not be using the most current version of the app, or might be logged in to the app with the wrong email address. Confirm that the email address the client is using matches the email address in your practice management software, ensure that the client fully closes and reopens the app and clicks the "Reload Now" button if prompted, and confirm that they have installed the latest version of the app from the Apple App Store or Google Play Store.

What does this look like to your app user?

When you send a payment request through App Chat, the client will receive a prompt to submit their payment both in a push notification and directly within the chat.

When you send a payment request via text, the client will receive a text message with a link to submit their payment.

How to Process a Refund:

To process a refund, log in to your Vetsource Payments dashboard. Select the 3 vertical dots to the right of the transaction line and choose Refund.

To process a partial refund, adjust the amount in the Amount to refund field.
Select a Reason from the dropdown list and click Continue.
A pop-up will appear to confirm the Refund request details. Select Continue to process the refund request.

Once a transaction has been refunded, the Method will appear as Varied in the Transactions list. Select the arrow to the left of the transaction line to expand the payment operation.

Select the 3 vertical dots to the right of the Varied transaction line and select Download to retrieve a PDF copy of the payment and refunded transaction.

Refunds can only be applied to the original payment method. The funds will be returned to the client's account in 3-5 business days.