Virtual Payments FAQ
Updated
Vetsource Payment Services is now supported as the merchant services provider for the Virtual Payment feature in your Vet2Pet dashboard. Make it easy for customers to pay for services and even easier for your team to manage payments, from a provider you already trust.
General
Can I use my own merchant provider, like Stripe or Paypal?
No, we currently only provide this service through Vetsource Payments. You do have the option to use Vetsource Payments as your merchant provider in practice as well.
Will the payment collected through Vet2Pet be directly applied to the invoice in my practice management software?
No, we recommend creating a new payment method in your practice management software called “App Pay.”When closing the invoice, this option can be selected to capture the proper method of payment collection. The end-of-day report can be reconciled against the received payments in Vetsource Payments, accessible through the Payments button in the Vet2Pet dashboard.
Is there a fee to use the service?
The only fees are the traditional credit card fees of 2.7% + 10 cents per transaction when using Vetsource Payments. Vetsource does not charge additional fees for using this service.
Do I need to use Vetsource Payments for all of my merchant services?
No, you can use Vetsource Payments for the Virtual Payments feature through Vet2Pet only. You are not required to use Vetsource Payments for your in-house merchant services. However, if you’re interested in using Vetsource Payments for merchant services in your practice, you can request a demo.
Do I still need to apply if I’m already a Vetsource Payments customer?
No, this feature can be enabled without an application process if you are currently using Vetsource Payments to accept in-practice payments. If you are not using Vetsource Payments, you will need to apply, and the Vetsource team will support you through the process.
How do we provide regular proof of PCI compliance?
For PCI compliance, Vetsource Payments will provide instructions on completing the annual questionnaire to verify practice compliance.
What credit card fees will we be charged to our practice?
The fees are 2.7% + $0.10 per transaction.
What credit cards does Vetsource Payments accept?
All major credit cards are accepted through Vetsource Payments: American Express, Discover, Mastercard, and Visa.
Collecting payments
How are clients notified of the amount to pay?
Clients will receive payment links through the Vet2Pet conversations feature. When sending, the practice can decide whether to send the link through the app or via text message. Clients receive the message that your practice has requested payment, and it will include the amount and the service(s) it is for. This message will include a link for the client to pay the amount due.
How will we know when a payment is received?
You will receive a notification in the chat conversation that the payment has been received.
How do we note this payment method in our practice management software (PIMS)?
We recommend you use the new payment method you added in your PIMS (“App Pay”) to select as the method (when appropriate) to reconcile your end-of-day transactions.
How are clients notified of their payment status?
After payment, the client receives a message that notifies them that the amount was successfully paid or declined. If payment is approved, they'll receive a notification saying that it's been approved (in green). If it's declined, they'll receive a notification in the chat conversation saying that it was declined (the message is red).
Do clients automatically receive an invoice?
No, clients do not automatically receive an invoice. If a client requests a receipt, you can email it to them from the transactions tab in Vetsource Payments or from your practice management software when you record the payment.
Does Vet2Pet or Vetsource Payments securely store client credit cards?
No, payment information is not stored, which means the user will need to re-enter their payment information with each transaction. Immediately after a pet owner submits their credit card information, the number is encrypted and cannot be recovered.
Refunds and disputes
Can I refund the client if needed?
Yes, refunds are initiated through the Vetsource Payments portal, accessible through the Payments button in the Vet2Pet dashboard.
If I issue a refund to a credit card, how long does it take for the money to appear in the user's banking/credit account?
This depends on the card-issuing bank. It could take up to two weeks, but it typically doesn't take longer than five days.
If I issue a refund to a credit card, do the merchant fees get credited back to me?
Like any card transaction, the fees do not get credited (because the original transaction still had to undergo processing, which is what incurs the fees).
What is the payment dispute process?
A representative from Vetsource Payments will contact you to inform you of any chargebacks that have occurred, and work with you to provide the necessary documentation to dispute the chargeback if you feel appropriate.
How can I obtain the status of an uncertain transaction?
Once the feature is enabled, you can access all previous transactions within the Vetsource Payments application to see transaction statuses.
Statements and reports
How long does it take for each day's funds to show up in the practice bank account?
Funds are deposited into the practice bank account, less the merchant fees, after two business days.
Will I receive a statement of my virtual payment transactions?
Yes, Vetsource Payments sends a monthly statement the first week of each month for the previous month. These monthly statements are also available in Vetsource Payments, accessible through the Payments button in the Vet2Pet dashboard.
How are my payments batched?
Batching, as it’s traditionally referred to, is no longer needed with Vetsource Payments. Funds are captured almost immediately after the transaction occurs, allowing you to access end-of-day reconciliation reporting through Vetsource Payments, which can be navigated to through Vetsource Payments, which can be accessed from the Payments button in the Vet2Pet dashboard, or from the applications menu in the top bar. The reconciliation report will include all transactions that have occurred since the last time a reconciliation report was run.
