Billing / Stripe Issues !
Answered

Who else here is experiencing an issue with charges to clients cards. I have set the payment up for the correct customized amount for particular clients, BUT I am getting an overwhelming amount of incoming emails from the same clients stating that they were charged a full $175.00. 

 

Example: 

Private rate client, session rate selected for $45.00 for the session and for billing. 

When I go to the session to remit payment and use Stripe, the payment shows "$45 paid" but then I get an email from the client where they are showing me that they have been charged $110 - $175 !. 

Clearly, this is either a settings issue?. So what do I need to do to make sure that ALL CLINICIANS are the ones setting the amount, and that stripe only charges the correct amount, and only once *because my practice has also has issues with double charges) . 

Can anyone clarify the difference between "stripe payment" and "manual payment". Would choosing Manual payment FIX this issue ?. And why are the invoices being sent out incorrectly. 

7 comments

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    Mike

    Hi Erin,

    The behavior you are describing is a result of settings specific to your account. I'll reach out via email to discuss this further.

    A Stripe Credit Card payment will process the payment using a stored credit card in the client's profile. The Manual Credit Card payment option will not process the credit card charge. This payment option is for noting that you processed a credit card payment outside of SimplePractice. 

    Choosing Manual Credit Card will definitely not resolve the issue here.

    The best thing to do when a client's billing page shows something other than what you were expecting will be to reach out to the Customer Success team using the email support option and provide the secure client URL. This guide can help you with that: How to include a secure client URL with your help request

    A description of what you expected to see differently along with the client URL will help us investigate more quickly. 

    Hi Erin,

    The behavior you are describing is a result of settings specific to your account. I'll reach out via email to discuss this further.

    A Stripe Credit Card payment will process the payment using a stored credit card in the client's profile. The Manual Credit Card payment option will not process the credit card charge. This payment option is for noting that you processed a credit card payment outside of SimplePractice. 

    Choosing Manual Credit Card will definitely not resolve the issue here.

    The best thing to do when a client's billing page shows something other than what you were expecting will be to reach out to the Customer Success team using the email support option and provide the secure client URL. This guide can help you with that: How to include a secure client URL with your help request

    A description of what you expected to see differently along with the client URL will help us investigate more quickly. 

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    Daniel Katz

    Just found this out as well. I have a group practice and my clinicians keep accidentally  using manual instead of stripe. Is there a way I can turn that off as a setting? 

    Just found this out as well. I have a group practice and my clinicians keep accidentally  using manual instead of stripe. Is there a way I can turn that off as a setting? 

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    Erin Frazier-Maskiell

    What I have learned is that it might be an asset to keep "Manual" in there as an option (perhaps the client pays through PayPal, or square, or Venmo - never know) when those types of payments happen, that is when I have learned to use the "manual" option. I think that (and it sucks to have to manage this and keep watch). But therapists are going to have to make sure that they select the "stripe" option from the dropdown when they are making payments. I am not sure if there is a way to remove the "manual" option. 

    What I have learned is that it might be an asset to keep "Manual" in there as an option (perhaps the client pays through PayPal, or square, or Venmo - never know) when those types of payments happen, that is when I have learned to use the "manual" option. I think that (and it sucks to have to manage this and keep watch). But therapists are going to have to make sure that they select the "stripe" option from the dropdown when they are making payments. I am not sure if there is a way to remove the "manual" option. 

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    DAMANPREET K. MANGAT

    I charged my client manual didn’t know it’s striped. I never received a payment. How can I correct that 

    I charged my client manual didn’t know it’s striped. I never received a payment. How can I correct that 

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    Gillian

    Hi Damanpreet, I'd be happy to help. All you need to do is delete the Manual Credit Card payment, then add a new Stripe Credit Card payment. That will charge your client's card on file and you'll receive a payout in your bank account according to your payout schedule. 

    Hi Damanpreet, I'd be happy to help. All you need to do is delete the Manual Credit Card payment, then add a new Stripe Credit Card payment. That will charge your client's card on file and you'll receive a payout in your bank account according to your payout schedule. 

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    Kelly Bradley

    I am trying to find out how much stripe charges. I thought it was 2.6% + $0.30. However, it is closer to 2.97% + $0.30.

    I am trying to find out how much stripe charges. I thought it was 2.6% + $0.30. However, it is closer to 2.97% + $0.30.

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    Gillian

    Hi Kelly, happy to help. You're close - it's 2.95% plus 30 cents for each successful transaction.

    Hi Kelly, happy to help. You're close - it's 2.95% plus 30 cents for each successful transaction.