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Processing Online Payments

Once you've linked your bank account information to your Online Payments account, you can begin processing client credit card payments, without ever needing to worry about using card readers or terminals. This is a great way to help boost the financial health of your practice. Use this guide to make sure you're set up for success when processing credit cards from your SimplePractice account.

Tip: For getting your Online Payments account set up initially, see our guide: Getting started with Online Payments.

This guide covers the basics for using your Online Payments account to streamline client billing for your practice:


Accessing your Online Payments account

After your account has been set up, you can access your Online Payments account at any time by going to My Account > Settings > Billing and Services > Online Payments. 


Online Payments processing fees

The integration fee for Online Payments is 2.95% + $0.30 for each successful transaction - and that is across the board, whether you're running the card at the time of service or if you've stored the card to charge at your leisure.

Some of our credit card processing competitors may offer a lower fee for card-in-hand transactions, but a much higher one for card-absent transactions. Our credit card processor gives you more power to make sure that you get paid for the services you provided clients, and that you get paid quickly. We care about our customers' success, which is why we encourage the use of our credit card processor.

Note: We created a downloadable calculator to help you calculate the amount of fees you will be paying when receiving money through our credit card processor. You can access and make a copy of it here: SimplePractice Stripe Calculator.


How to add a card to a client's file

Once your account has been verified or while it’s pending, you have the ability to charge your client’s credit cards electronically.

If your client hasn’t already entered their credit card information during their intake, the first thing you'll want to do is add your client’s card number to their file. This will securely store the card and give you the ability to run transactions even when the card isn’t present.

To do this you can:

  • Go to the client’s Overview page
  • Click Edit details
  • Navigate to the Billing and Insurance tab
  • Scroll down to the Credit & Debit Cards section and click + Card
  • This will prompt you to enter in all of your client’s credit card information

Note: The first card entered will be the default card for the client. You will have the option to add additional cards and designate them as the default instead:Credit_DebitCards.SimplePractice._DefaultCard.jpg

Now that you’ve entered your client’s credit card, you can run your first charge using our integrated card processing system.


How to add a nickname to a client's credit card

To easily keep track of credit cards stored within a client's profile, you can choose to add a nickname to each credit card. This allows you to quickly distinguish between multiple cards without needing to reveal the full credit card details. This feature is especially helpful if:

  • Your clients have multiple credit cards in their file
  • A client has an FSA or an HSA card in addition to their credit card
  • The members of a couple profile want to provide multiple credit cards and alternate paying for their appointments
  • A minor client has multiple contacts that want to alternate paying for appointments

To add a nickname to a credit card, you will see the option when adding a credit card to a clients file. You can also add a nickname to an existing card by editing the credit card information.

AddCard.SimplePractice.CardNickname.jpg

Note: Clients will not be able to add or view credit card nicknames through the Client Portal.


How to delete a card from a client's file

  • Go to the client’s Overview page
  • Click Edit details
  • Navigate to the Billing and Insurance tab
  • Click the trash icon next to the card in the Credit & Debit Cards section 

OnlinePayments.SimplePractice.Credit_DebitDeleteCard.jpg


How to charge a client

  • Navigate to the client’s Overview page
  • Look for the ADD PAYMENT section on the right 
  • Here, you can choose to run their entire Balance or you can select Other Amount and enter the amount you’d like to charge
  • Make sure Stripe Credit Card is selected for the payment method
  • If the client has more than one card on file, make sure to select the correct card from the drop down menu:

OnlinePayments.SimplePractice.AddPayment.jpg

Note: You can also enter the credit card information at the same time as adding a payment from the right panel of a client’s Overview page. To do this, select Stripe Credit Card from the dropdown list of payment types, enter their credit card information, and run the charge. 


How to refund a client

If you ever need to refund a client for any reason, you can perform a full or partial refund by:

  • Go to Billing > Card Transactions
  • Next, find the transaction you’d like to refund
  • Click the Refund button to the right of the charge amount:

OnlinePayments.SimplePractice.RefundCardTransaction.jpg

  • On the next screen that appears, you can enter the specific amount you'd like to refund your client
  • Click the Refund button in the upper right to finalize the transaction

Important: Refunds will take 5-10 days to appear on a client's statement. If you issue a full refund with SimplePractice, the entire amount is refunded to your client. However, you are responsible for the processing fee that was incurred as part of this charge. The processing fee is 2.95% + $.30 for each successful transaction. This information is included in our Terms of Service under Section 11 Stripe Payment ServiceIn the future, you can charge your clients for credit card fees in SimplePractice as long as it's legal in your state to do so. You can learn more here: Adding a credit card processing fee to invoice.

If a refund to a client fails for whatever reason (e.g., the client's card is expired), you will see that you attempted to refund the amount, followed by a Failed refund notification and an Adjustment. The Adjustment denotes that the funds were returned to you.

Note: Stripe card payments can only be refunded within 90 days of the transaction. If you'd like to refund a Stripe card payment that is more than 90 days old, you can either enter that refund amount on a more recent Stripe payment, or handle the refund outside of SimplePractice. If you refund the client outside of SimplePractice, see Refunding a client to learn how to record this in your client's file. 


How to keep track of credit card payments

The Payout reports details all of the credit card charges processed through your account, making it easy to keep track of transactions associated with your account. You can see the following details relating to each charge:

  • Date of the charge
  • Status of the charge
    • If the Status is Failed, hover over the information icon to learn the details of the failure.
  • The Bank/Card used for the charge
  • The Description of the charge
  • The Arrival
    • This is the date your payout will arrive in your bank account. For pending or in transit payouts, this date is the expected date. 
  • The Amount of the charge

OnlinePayments.SimplePractice.PayoutReports.jpg

Clicking Transactions will take you to the Card Transactions report that details:

  • The Date of the charge
  • The Client charged
  • The Type of transaction
  • The Status of the charge
  • The Fee associated with the transaction
  • The Amount

OnlinePayments.SimplePractice.CardTransactions.jpg

Note: You can also navigate to your Card Transactions from your Calendar homepage by clicking Billing > Card Transactions.

Clicking View details will allow you to view the Transaction Details:

  • The Payout ID associated with the transaction
  • The Arrival
  • The Description of the charge
  • If the Status is Failed, the Failure message will be listed 
  • The Amount

OnlinePayments.SimplePractice.TransactionDetails.jpg


How to request credit card information via the Client Portal

Once your Client Portal is set up for your practice, you can easily request credit card information from your clients so that they can access and pay off their balance using their credit card, directly through their secure Client Portal.

Tip: To get the Client Portal set up for your practice, see our guide: Setting up the Client Portal. See our guide on Using the Client Portal to make credit card payments to help clients with managing their credit card payments.

By default, the Credit Card Information form is selected in your settings if you do have a Stripe account linked to your SimplePractice account. This means that it will be included in the intake packet you send to a new client. You'll have the option to deselect that form before sending the client intake when you save a new client's information:

IntakeForm.SimplePractice.CreditCardInformation.jpg

If you do not want to include the Credit Card Information form in the default intake packet, here's how to remove it:

  • Go to My Account > Settings > Client Portal > Shared Documents and Files tab.
  • Scroll down to find the Demographic & Credit Card Forms section. There you'll see the Credit Card Information form with the box selected to include the form in the intake.
  • Deselect this checkbox so the form is not sent by default.

Your client will be able to update or add new credit card information as long as you request it again via the Client Portal. Here's how:

  • Navigate to the client's Overview page.
  • In the client's Shared with Client box, you will be able to click Share New to select the Credit Card Information form to resend.

Note: The most recently added credit card via the Credit Card Information form will not automatically be set as the Default credit card in the client's file.


How AutoPay works with your Stripe account

Enrolling your clients in AutoPay can significantly streamline your billing workflow. Clients who opt for this option will automatically be charged their full invoiced balance due overnight between 12-2am.

To enable this feature:

  • Go to My Account > Settings > Billing and Services > Settings
  • Scroll down to the bottom to the AutoPay section
  • Check the checkbox and click Save

BillingandServices.SimplePractice.AutoPay.jpg

Once you’ve enabled AutoPay, you will have the option to quickly enroll any of your clients who have a credit card on file for this feature. Simply check the radio button next to the appropriate client names for those who choose to opt into AutoPay.

On this page you will also be shown a list of your clients who do not yet have a card stored. By clicking their name, you'll be taken directly to their settings where you can easily add their credit card.

At any time you can also enable or disable AutoPay for a specific client by going to their Overview page, clicking Edit Details, navigating to the Billing and Insurance tab, and scrolling down to the Credit and Debit Cards section. Here you can uncheck the AutoPay Enrolled checkbox and click Save

BillingandInsurance.SimplePractice.AutoPayEnrolled.jpg

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