This article will answer some of the Frequently Asked Questions (FAQs) about changing payment solutions.
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General Questions
Why would we want/need to change our payment processor?
You may want/need to switch due to cost savings, improved reporting capabilities, or enhanced general functionality.
How do we start the process of switching payment processors?
Contact CivicPlus Support or your Customer Success Manager to discuss available options and begin the transition process.
What payment processors are supported by CivicPlus Recreation Management?
CivicPlus offers a native payment solution, Forte, and CardPointe. Additionally, a few third-party processors are supported but come with additional fees.
Financial and Contractual Considerations
Are there any fees associated with switching payment processors?
Some processors may have early termination fees and there may be new setup fees with the new processor depending on which vendor you’re switching to. For information on pricing, please contact CivicPlus Support or your Customer Success Manager.
Will our transaction fees change when switching processors?
CivicPlus has no visibility into the transaction fees of the external processors we support and each processor has different fee structures. CivicPlus Payments offers competitive rates, as do our preferred processors.
Will switching payment processors affect our financial reconciliation process?
Yes, there may be changes to reporting formats and settlement times. It’s important to review how the new processor integrates with your finance workflows.
How long will we need to keep our old processor active?
It’s recommended to keep the old processor active until all outstanding transactions, refunds, and chargebacks are settled.
Technical and Implementation Considerations
How long does it take to transition to a new payment processor?
The process can take anywhere from a few days to several weeks, depending on contract approvals, merchant account setup, and system testing.
Will our payment processing credentials change?
Yes, you will receive new API (Application Programming Interface) credentials or merchant account details that need to be configured in the CivicPlus Recreation Management system.
Will our existing saved payment methods (such as customer credit cards) transfer to the new processor?
We do not currently support this ability for new or existing CivicPlus customers and will update this article should the information change.
Can we process refunds after switching to a new processor?
Refunds must typically be processed through the original payment processor. It’s important to leave the old processor active until all refunds are issued.
Impact on Customers and Operations
Will our customers/residents notice any changes?
Customers may need to update their saved payment methods, and the name on their bank statements might change depending on the new processor.
Will there be any downtime during the switch?
Minimal to none. However, testing should be completed before fully switching to ensure a seamless transition.
Will we need to update our financial policies or terms and conditions?
If processing fees, refund policies, or payment methods change, it may be necessary to update your terms and notify customers/residents.
Support and Next Steps
Who should we contact for assistance with switching processors?
The CivicPlus Support Team will guide you through the process.
Can we switch back if we don’t like the new processor?
Yes, but it would require another transition, which could involve additional setup time and fees.
When is the support team available?
At launch, our Support will be available 7 a.m. to 7 p.m. Central Standard Time, with Emergency Support 24 hours a day, 7 days a week.
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