Credit Card Processing in myAvatar - PM
About Credit Card Processing in myAvatar
Netsmart has partnered with CardConnect (a PCI-certified, third-party payment processor) to allow you to easily accept and process credit card transactions within myAvatar. This integration improves the existing workflow that requires staff to dual enter the payment by allowing consumers to make credit card payments within Netsmart’s consumer portal, myHealthPointe and have those payments automatically posted into myAvatar.
NOTE: This guide will include the configuration for ACH payments in myHealthPointe. myHealthPointe currently only allows for credit card payments, but additional capabilities will be added in the future to allow clients to make ACH payments.
In future iterations this feature will support credit card payments in the Coming in Today widget as well. A release date for this enhancement has yet to be determined.
Prerequisites
In order to process credit cards using CardConnect, the form must be configured by a system administrator.
How to Process a Credit Card
You can integrate payments made through a credit card device at the Front Desk, made by back office staff without a card present, as well as payments made by clients on the myHealthPointe portal using this feature. Front Desk staff are able to initiate a card present credit card payment from the ‘Front Desk’ form.
How to process a credit card from the Front Desk form
To process a card present transaction using the Front Desk form:
- Enter a Payment Code that is defined as a Credit Card payment type code.
- Select the Credit Card Device that is being used for this transaction.
Note: Once you select a device, the device will be saved as a default for that user and form, so that it will default the next time the user processes a credit card payment on the Front Desk form. Once a Credit Card posting code is selected, the Pay With Credit Card button will be enabled. Simultaneously, the File Check In button will be disabled. When you select the Pay With Credit Card button the following message displays:"To activate the device, press the 'OK' button below. Once activated, follow the prompts on the device screen."
- Click OK to send the applicable information to the credit card device (including the amount to initiate the credit card transaction. This will return the user to the ‘Front Desk’ form and all fields will reset to blanks).
- Instruct the client to swipe or insert their credit card.
Result: The client is now checked in and the payment will automatically post to the client’s account. If the posting code used is configured to generate a receipt, then the receipt will automatically be generated and displayed. The receipt number will use the Retrieval Reference Number received from CardConnect if the system is configured to do so.
If the payment is not successful:
The error is logged for auditing purposes. After you click OK, the fields will not be reset and the client will not have been checked in. Determine the next step to address the error. For example, you may resubmit the credit card transaction, or you may need to cancel it. If you need to resubmit, click the ‘Pay with Credit Card’ button again. If you need to abort the payment, remove the Payment code and select the ‘File Check In’ button to complete the check-in process.
If the client’s credit card needs to be manually keyed, the user can Manual Entry in Transaction Type. The device identified as the Back Office device will default in Select Credit Card Device. When the Pay With Credit Card button is selected a pop-up is displayed as shown below, so the user can enter the credit card information. Once the user enters the information and selects Send, the payment information will be sent to CardConnect.
How to process a credit card from the Scheduling Calendar – Check In Form
-
Enter a Payment Code that is defined as a Credit Card payment type code.
-
Select the Credit Card Device that is being used for this transaction. The Device Name field will:
NOTE: Once you select a device, the device will be saved as a default for that user and form, so that it will default the next time the user processes a credit card payment on the Front Desk form. Once a Credit Card posting code is selected, the Pay With Credit Card button will be enabled. Simultaneously, the File Check In button will be disabled. Selecting the Pay With Credit Card button will display the following message:
- Click OK to send the applicable information to the credit card device (including the amount to initiate the credit card transaction. This will return the user to the ‘Front Desk’ form and all fields will reset to blanks).
- Instruct the client to swipe or insert their credit card.
Result: The client is now checked in and the payment will automatically post to the client’s account. If the posting code used is configured to generate a receipt, then the receipt will automatically be generated and displayed. The receipt number will use the Retrieval Reference Number received from CardConnect if the system is configured to do so.
If the payment is not successful:
The error is logged for auditing purposes. After you click OK, the fields will not be reset and the client will not have been checked in. Determine the next step to address the error. For example, you may resubmit the credit card transaction, or you may need to cancel it. If you need to resubmit, click the ‘Pay with Credit Card’ button again. If you need to abort the payment, remove the Payment code and select the ‘File Check In’ button to complete the check-in process.
If the client’s credit card needs to be manually keyed, the user can Manual Entry in Transaction Type. The device identified as the Back Office device will default in Select Credit Card Device. When the Pay With Credit Card button is selected a pop-up is displayed as shown below, so the user can enter the credit card information. Once the user enters the information and selects Send, the payment information will be sent to CardConnect.
How to process a credit card from the Deposit Entry Form
To process a card present transaction using the ‘Deposit Entry’ form:
- Enter a Payment Code that is defined as a Credit Card payment type code.
- Select Manual Entry in Transaction Type.
- Select the device identified as the ‘Back Office’ device from the Select Credit Card Device field (it may be selected by default).
NOTE: Once you select a device, the device will be saved as a default for that user and form, so that it will default the next time the user processes a credit card payment on the Front Desk form. Once a Credit Card posting code is selected, the Pay With Credit Card button will be enabled. Simultaneously, the File Check In button will be disabled. Selecting the Pay With Credit Card button will display the following message:
- Click Pay With Credit Card to send the applicable information to the credit card device (including the amount to initiate the credit card transaction. This will return you to the ‘Front Desk’ form and all fields will reset to blanks).
- Select the Send button.
Result: myAvatar will send the credit card transaction to CardConnect and a confirmation message will display.
If the payment is not successful:
The error is logged for auditing purposes. After you click OK, the fields will not be reset and the client will not have been checked in. Determine the next step to address the error. For example, you may resubmit the credit card transaction, or you may need to cancel it. If you need to resubmit, click the ‘Pay with Credit Card’ button again. If you need to abort the payment, remove the Payment code and select the ‘File Check In’ button to complete the check-in process.
If the client’s credit card needs to be manually keyed, the user can Manual Entry in Transaction Type. The device identified as the Back Office device will default in Select Credit Card Device. When the Pay With Credit Card button is selected a pop-up is displayed as shown below, so the user can enter the credit card information. Once the user enters the information and selects Send, the payment information will be sent to CardConnect.
|
Field/Element Name |
Field Description |
Options | Notes |
|---|---|---|---|
|
Credit Card Number |
Allows you to enter the credit card number. |
Required | Defaults to blank. |
|
Expiration Date |
Allows you to enter the expiration date for the credit card. |
Required- Entry is MM YYYY. | Defaults to blank. |
|
CVV |
Allows you to enter the CVV from the back of the credit card.· |
Required- 3 digits, numeric characters only. | Defaults to blank. |
|
Send Button |
Allows you to submit the credit card payment to CardConnect. |
Only enabled when Card Number, Expiration Date and CVV fields are populated. | |
|
Cancel Button |
Allows you to cancel the credit card payment to CardConnect. |
Returns you to the ‘Deposit Entry’ form. |
How to process a credit card payment from myHealthPointe
If your agency uses myHealthPointe your clients can make credit card payments from the portal. The last balance that was sent from myAvatar will display on the Pay Bills screen. The following directions are for the portal user to make a payment on this screen:
- Click the Make Payment button.
- Enter the payment amount.
- Enter credit card information.
- Click Continue Processing Payment.
If the payment is successful, myHealthPointe will send the payment amount back to myAvatar and post the payment using the posting code defined for a myHealthPointe credit card payment on the Credit Card Configuration form.
If there are errors preventing the payment from being posted, the error will be logged for auditing purposes.
About the Credit Card Payment Errors Report
The Credit Card Payment Errors report identifies payment errors so that you can research any issues and post payments manually. You can compare the information on the report with the transactions listed in the CardConnect portal.
NOTE: this report will contain every error that was received, including errors that may not have legitimately resulted in a payment error. For example, the Payment was not approved error would result in the credit card payment not posting since it wasn’t approved. Any valid transactions that could not be posted will need to be posted manually. You may need to submit a support case in order to correct the issue that caused the error.
Any error reason prefaced with CC: indicates an error from CardConnect. If you have questions about a reason, contact CardConnect Support. If the reason is not prefaced by CC: then you can contact the Netsmart Support with questions.
List of CardConnect errors:
https://developer.cardconnect.com/ga...response-codes
About the Credit Card/ACH Payments Report
You can run reports on all the CardConnect credit card transactions processed in order to cross-reference the information to the reports on CardConnect’s portal.
Select the ‘Submit’ button will generate a list of all payments that meet the selected criteria. The data on the report will be ordered by Posting Date (asc), Client Name.
Below is an example of the Credit Card/ ACH Payment report.
Field Names/Descriptions
|
|
Field Name |
Options |
Notes |
|---|---|---|---|
|
Populate Receipt Number with Credit Card Payment Reference Number |
Allows organizations to specify if they would like to populate the Receipt Number with the Credit Card Reference Number.
|
Yes and No |
Selecting Yes, will populate the Receipt Number with the Credit Card Reference Number. Selecting No will populate the Receipt Number with the next sequential receipt number as configured in myAvatar. |
|
Default User ID for myHealthPointe Credit Card and ACH Payments |
Allows the user to define the UserID to be used when posting a payment received from myHealthPointe. |
This is a standard UserID search field. |
No entry is required, however if no value is selected and a credit card or ACH payment is received via myHealthPointe, the payment will not be able to be posted to the client’s account. Recommended Practice: Netsmart recommends that the organization create a new default user called ‘myHealthPointe’ so that payments received from myHealthPointe and posted in the system will be easily identified. |
|
Default Posting Code for myHealthPointe Credit Card Payments |
Allows organizations to select the posting code associated with credit card payments received via myHealthPointe. |
Only posting codes defined as a ‘Credit Card’ posting code type will available in the drop-down list. | No entry is required, however if no value is selected and a credit card payment is received via myHealthPointe, the payment will not be able to be posted to the client’s account. |
|
Default Posting Code for myHealthPointe ACH Payments |
NOT IN USE AT THIS TIME |
||
|
Credit Card Number |
Allows you to enter the credit card number. |
Required | Defaults to blank. |
|
Expiration Date |
Allows you to enter the expiration date for the credit card. |
Required- Entry is MM YYYY. | Defaults to blank. |
|
CVV |
Allows you to enter the CVV from the back of the credit card.· |
Required- 3 digits, numeric characters only.
|
Defaults to blank. |
|
Send Button |
Allows you to submit the credit card payment to CardConnect. |
Only enabled when Card Number, Expiration Date and CVV fields are populated. | |
|
Cancel Button |
Allows you to cancel the credit card payment to CardConnect. |
Returns you to the ‘Deposit Entry’ form. |
Troubleshooting Credit Card Payments
Scenario 1:
The user enters a credit card transaction using the device terminal and receives the following error: Unexpected response from CardPoint API
Response: Validate the MID’s and HSN’s do not have any leading or trailing spaces as shown in the example below. The client will need to correct any leading or trailing spaces on the Credit Card Configuration form in myAvatar .
Scenario 2:
The user enters a credit card transaction using the device terminal and receives an unauthorized error.
Response: If the MID on the Credit Card Configuration form in myAvatar do not match what is on file at CardConnect, this is the cause of the error. Have the client verify that the Serial Number on the device is correctly associated with the MID on the Credit Card Configuration form in myAvatar .
Scenario 3:
The user entered a credit card transaction using the device terminal and received a ‘timeout’ error.
Response: Verify the user is selecting the correct Device on the myAvatar screen. If a client has multiple devices set up for one location/MID, they need to ensure that they select the correct device tied to the user submitting the payment. The patient will only have 30 seconds to insert their credit card into the device, from the time that the payment was initiated in myAvatar . So, if they select the incorrect device, then the patient is most likely inserting their card to the wrong device.
Scenario 4:
The user entered a credit card not present transaction using the MANUAL ENTRY and received the following error: Unexpected response from CardPoint API
Response: When this issue is received validate the organizations CardConnect credentials are configured correctly in the CGI request scope-metadata values. CardConnect is sending each organization’s credentials to Annie Judy and Tara Pickrell when their CardConnect application is approved. They will create a JIRA with the credentials.
Scenario 5:
The user tries to submit a credit card payment using a device terminal and receives the error ‘Unable to retrieve a session key from the Bolt API’.
Response: CardConnect has researched this error before and has said that they are getting the error “No request queue registered for hsn 19315PP22024931", indicating the terminal doesn't have LAN + internet. They should get that plugged into the network. If they can’t figure that out, then they would need to call CardConnect’s help desk to assist.