4.9 Payments, Refunds, and Deposits

Note: The payment request, refund, and deposit options referenced in this article require successful set up of payments in Printavo and are currently only available to US-based subscribers. Non-US-based subscribers are still able to collect payment, however the process varies. Please email us at support@printavo.com with any questions. Click here to sign up for payments in Printavo. Click here for a FAQ about payments in Printavo.

Collecting payment in Printavo is a simple process for both the shop and the customer. Whether it’s by phone, tablet, or laptop, customers can pay you directly from any device connected to the Internet. It’s a secure and fast way to collect credit card and ACH/eCheck payment – making even the smallest shop look totally professional. You can also easily log in-person payments on a job-by-job basis, or by connecting your Square account to Printavo.

In this article, we will cover:

1. How to automatically request payment in Printavo
2. How to manually request payment in Printavo
3. Manual payment request options
4. How to view Payment Requests
5. The customer experience of paying through Printavo
6. How to manually log other types of payment
7. How to disable/enable payment methods
8. How to refund payment
   1. E-Check/ACH Refund - Best Practice Advisory
9. Transaction ID and relevant information
10. How to view your deposits
11. How to manage disputes
12. How to connect your Square account to Printavo

1. How to automatically request payment in Printavo

Requesting credit card and ACH/eCheck payments in Printavo is done with the click of a button. A quick reminder, before you'll be able to proceed with any next steps in this section, you'll need to make sure you've connected to our payment system under My Account > Accept Payments (as covered in 2.4 Setting Up Payments and Payments FAQ).

If you're following our Getting Started with Printavo guide in order, you may either wait until you get to the relevant section, or feel free to quickly detour to 5.3 Automation to best learn the basics of automating your Printavo account.

If you choose to automate payment requests using our trigger-action-based automation system in your automation suite, you'll simply build one (or several!) automations where the "action" half of the automation is "Request payment for [Percentage of Total]% amount."

So, for example, you could set up your account to say: "When a non-terms customer approves the quote, automatically request a 100% down payment!"

Using our Automations to request payment simply saves you the clicks represented in the next section: 2. How to manually request payment Printavo

If you'd like to learn more about automating payment requests, please review our automation documentation or reach out to your dedicated success manager with any questions. 

With that said, there may be some circumstances where a manual payment request is more appropriate (in fact, some people prefer to manually request payment!). Read on to learn how!

(Already ready to automate? Click here to head to your automation suite.)

Credit Card Transaction Response Codes

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2. How to manually request payment in Printavo

Manually requesting credit card and ACH/eCheck payments in Printavo requires a few more button clicks. Just like above, before you'll be able to proceed with any next steps in this section, you'll need to make sure you've connected your payment processor to Printavo as covered in 2.4 Setting Up Payments and Payments FAQ.

When you're ready to ask your customer to pay, you'll simply:

1. Open the job you'd like the customer to pay for
2. Click the "Payments/Expenses" tab
3. Click "+ Payment Request"
4. Enter the amount of money you would like to request from your customer
5. Select your request type: None, Email, SMS Message (covered in more detail below)
6. Add any messages or message templates
7. Add a payment reminder for the customer if they don't pay after a set amount of days (optional)
8. Click submit!

Following these steps will add a button with the requested amount of money to the customer's view of the invoice, allowing them to pay via credit card or ACH/eCheck with a quick click!

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3. Manual payment request options

As mentioned earlier, you'll see three options to activate and communicate this payment request to your customers: None, Email, and SMS Message. So what's the difference?

None will simply add the payment button to the customer's invoice without any proactive communication.

Email will add the payment button to the customer's invoice and send them the email composed in the message box.

SMS Message will add the payment button to the customer's invoice and send them the message composed in the message box as a text message (available on the Premium tier of Printavo - requires integration with Twilio as we will cover in 5.2b Twilio (Premium)).

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4. How to view Payment Requests

You can view open payment requests on the Payments/Expenses tab when viewing an order. This will allow shops to be able to look at the details of a requested payment on an order.

Open Payment Requests are visible above any existing payments.

 

A pop up box with details of the payment request can be opened by clicking on the “Payment Request #___” link.

 

You also have the ability to see all open payment requests on the Payments page in your account. The open payment requests will be available via a link at the top of the Payments page.

 

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5. The customer experience of paying through Printavo

What does paying through Printavo look like for the customer? Let's take a look.

Regardless of how you send the payment request to the customer, the customer will end up paying from their view of the quote/invoice. To see the customer's view of the invoice at any given point in the process, simply open a job, click "More Actions" > "Public Invoice View" - and if the green payment button is there, then you've successfully requested payment.

If you email a payment request the customer will see an email in their inbox with a link to take them to their quote/invoice for payment:

Note: The body of the message is customizable.

If you send a payment request via SMS message the customer will instantly receive a text message with a link to take them to their quote/invoice for payment:

Note: The body of the message is customizable.

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Note: Product Description cannot exceed 500 characters, otherwise the error "this field only accepts characters strings between 1 and 500 characters long" will occur when the customer attempts to make payment. If this error occurs, please ensure that the product description on the invoice/merch store do not exceed 500 characters.

5. How to manually log other types of payment

If a customer will not be using self-pay in Printavo via credit card or ACH/eCheck, you can still manually log their payments from the "Payments/Expenses" tab on the job. Directly next to the "+ Payment Request" button is the "+ Payment" button. Using this button you can manually enter the amount paid, the transaction date, and the transaction type (e.g., cash, check, etc.), and a description of the payment.

If you would like to add multiple payments to multiple jobs then you may do so via the customer's profile. Simply click the "New Payment" button, select the payment type, and distribute the relevant payments across the jobs to be paid.

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6. How to disable & enable payment methods

You can determine what payment method your customers are able to use when paying online while using the Payments processor.

To set the Global (default for all customers) Payment Methods:

1. Go to My Account (click your profile icon in the top right) - Accept Payments
2. Under Payment Methods, you can:
   1. Allow customers to pay by Credit Card only
   2. Allow customers to pay by ACH only
   3. Allow customers to pay by both ACH and Credit Card
   4. Disable Credit Card payments if the payment amount is equal to or greater than a set amount.
3. Click Save

To set the Customer-specific Payment Methods:

1. Go to the Customer profile and click Edit
2. Under Payment Methods, you can:
   1. Allow this customer to pay by Credit Card only
   2. Allow this customer to pay by ACH only
   3. Allow this customer to pay by both ACH and Credit Card
   4. Disable Credit Card payments if the payment amount is equal to or greater than a set amount.
3. Ensure that the Override global setting is toggled on if you do not want your global settings to apply to this customer and instead, want to set specific payment options for them.
4. Update Customer at the bottom of the page to save the changes.

Note: The selected payment methods will reflect in the customer profile. If the customer does not have specific payment methods setup, then it’ll reflect the default (global) payment methods.

7. How to refund payment

Note: Refunds must be processed from within your Printavo account.

Refunding payment in Printavo is as simple as a few clicks. To find the payment you'd like to refund, head to the "Payments/Expenses" tab on the job. Hover your mouse over the payment you'd like to refund and a clickable "Refund" link will appear:

When you click "Refund" you'll be presented with an option to process a full or a partial refund:

To process a full refund, simply click the green "Refund" button and follow the prompts. 

To process a partial refund, click the blue "Edit amount" button and enter the amount you would like to refund:

Click "Next" to review the details of the partial refund:

When you're ready, click the green "Refund" button and follow the prompts to complete your refund.

Note: if a payment has not settled then you will technically be voiding the payment instead of providing a refund. Partial refunds/voids are not available for unsettled payments:

At Printavo, we strive to provide a seamless experience for our customers, including our refund policy. We understand that sometimes refunds are necessary, and we're here to assist you.

Refund Eligibility: Printavo offers refunds for both partial and full payments. To be eligible for a refund, it's important that your payment is in a settled state, indicating that the transaction has been successfully processed and completed.

Fee Considerations: When processing a refund, there may be applicable fees based on your fee schedule. For more information, please contact your success manager or e-mail us at support@printavo.com

Processing Fees: Please note that any fees incurred during the original transaction, including processing fees, will not be returned or refunded.

Voids: Credit card transactions voided before 9:30 PM EST will not have transaction fees processed.  

E-Check/ACH Refund - Best Practice Advisory

When refunding E-Check/ACH payments, it is advised that you wait until 8 banking days have passed from the date of the transaction to ensure that the initial payment goes through.

E-Check/ACH returns can still occur during the 8 banking day timeframe. If a refund is actioned during that time and the initial payment returns then you are at risk of being out of pocket for both the payment and the refund.

If a returned E-Check/ACH payment is successfully refunded, both the payment amount and the refund amount will need to be collected from the customer.

ACH/E-check Returns

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7. Transaction ID and relevant information

When a non-manually-logged transaction has been processed through Printavo (credit card, ACH/eCheck, refund, void), you will be able to view the Transaction ID and other relevant transaction information from the job's "Payments/Expenses" tab. Simply click the blue text to view the transaction information modal. Here is a sample of transaction information for a successful payment:

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8. How to view your deposits

To view your financial deposit information within Printavo, simply click the "Deposits" option on the left side of your Printavo screen:

Transactions that are ready for deposit are deposited daily. And while we support daily deposits,  please note that funds can only be deposited to your account on banking days; meaning, activities processed Friday evening through Sunday are considered “Monday”.

Deposits may include card and eCheck activity. Cards are settled and deposited in 2 to 3 banking days from the date of the transaction. eChecks are settled and deposited in 3-5 banking days from the date of the transaction. Please note: transactions made after 9:30 p.m. EST are considered the following day. By default, any fees that are due for that day are automatically netted from the deposit to your account. These fees may include exception items from a previous day’s activities.

We are unable to deposit amounts less than one cent ($0.01). We hold and combine any fractional payment amounts that are less than one cent. Once the value of these fractional amounts is higher than one cent, it is deposited with your next daily batch as a "Rollover".

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9. How to manage disputes

If a customer initiates a dispute, you'll receive an email notifying you of the situation.

To find your Disputes dashboard, where you can manage and respond to individual disputes:

1. Click the "Payments" menu on the left side of your Printavo app (under the "Financials" header) and then click "Payments Portal" at the top of the new screen.
2. If you are not already signed in to your payment portal, you will be prompted for your payment portal's login credentials (which are separate from your Printavo.com login credentials).
3. Click "Disputes" on the left-side menu.
4. On the Disputes page click on the dispute that you would like to respond to. Only disputes that have the Open status can still be responded to.

Decide how you would like to respond to the dispute...

Option 1: Accept Liability

You may choose to voluntarily concede to a dispute by accepting liability. When you clicks the Accept Liability button, you will be prompted to enter the dollar amount you are conceding to the cardholder. By default, the full disputed amount will be populated, but you may also concede a partial amount and submit a representment for the remaining disputed funds.

Option 2: Representment (Respond with Compelling Evidence)

If you choose to challenge a dispute you have the option to respond with a representment and upload compelling evidence in your defense.

To submit a representment:

1. On the dispute, click "Respond".
2. Enter your email address in the "Contact" field.
3. Add any additional notes to the issuing bank in the "Note" field.
4. Click "+ Attach Document" to upload your supporting evidence.
5. Review that you have supplied everything you would like to provide to the cardholder's issuing bank. Note:Once you submit your response, you will not be able to modify or add to it in any way.
6. If you need more time to review, click "Save for Later". 
7. When you're confident you're ready to send your information to the issuing bank, click "Submit Response".

The replied-to dispute will remain on your Disputes management page. No matter the outcome, you will be informed of the dispute's resolution via email.

Want to know more about the dispute process? Review the links below.

• https://chargebacks911.com/chargeback-process/
• https://usa.visa.com/content/dam/VCOM/global/support-legal/documents/merchants-dispute-management-guidelines.pdf

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10. How to connect your Square account to Printavo

To connect your Square account to Printavo, head to My Account > Accept Payments and click "Connect Square" to connect your Square account to Printavo.

Once you've done that, the next time you take a payment via Square you can simply add the quote/invoice number to the "Notes" field of Square and the payment will be added! 

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