This article will provide answers to frequently asked questions (FAQs) about payment processing through CivicPlus Payments.
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- What will my customer see on their bank statement?
- How can I change my billing descriptor?
- What if I need to change my bank account for deposits?
- What are my payment processing fees?
- How am I charged payment processing fees?
- What is an ACH Return/Dispute?
- What if my customer has an international zip code?
- How do I know my payments are secure?
- Will we have the ability to process same-day voids for refunds?
- Can we process transactions with foreign credit cards (AVS/CVV override)?
- When will I receive my deposit?
- What if I don’t receive my deposit?
What will my customer see on their bank statement?
The billing descriptor your residents will see is RF* followed by the Doing Business As (DBA) name you supplied on your onboarding form. Billing descriptors have a character limit, so this may be shortened.
How can I change my billing descriptor?
Contact our Payments Support team.
What if I need to change my bank account for deposits?
Contact our Payments Support team.
What are my payment processing fees?
Please reference your CivicPlus contract, where processing fees are documented.
How am I charged payment processing fees?
Fees are assessed on each transaction and netted from each deposit. For example, if you process a $100 transaction at a 5% processing rate, you will receive $95 on your next deposit.
What is an ACH Return/Dispute?
Just like a credit card transaction, ACH (Automated Clearing House) transactions can be declined. When an ACH is declined, it’s called a return. An ACH return is most often initiated by the user's bank and can be divided into two categories:
- Administrative Returns
- Disputes
Administrative returns typically result from errors in the submitted payment information or issues with the account that cannot be resolved. For instance, combinations of routing and account numbers that are incorrect should not be resubmitted. Some administrative returns can be resubmitted, like insufficient funds, because nothing was incorrect about the details, there just weren't funds at the time of the debit.
Disputes are ACH payins that are determined to be invalid or unauthorized by the user. These are similar to a card chargeback, but unlike a chargeback, ACH disputes can not be challenged and are final. Because these are final, disputed routing and account number combinations should not be re-attempted.
Most Common ACH Return Codes
| Code | Description |
|---|---|
| R01 | Insufficient Funds |
| R02 | Account Closed |
| R03 | No Bank Account/Unable to Locate Account |
| R04 | Invalid Account Number |
| R08 | Payment Stopped |
| R13 | Invalid ACH Routing Number |
| R16 | Account Frozen |
Most Common ACH Dispute Codes
| Code | Title | Account Type |
|---|---|---|
| R05 | Unauthorized Consumer Debit using Corporate SEC (Standard Entry Class) Code | Consumer |
| R08 | Payment Stopped | Consumer or Business |
| R10 | Originator not known and/or not authorized to Debit Receiver’s Account | Consumer or Business |
| R11 | Customer advises not within Authorization Terms | Consumer or Business |
| R29 | Not Authorized by Corporate Customer | Business |
What if my customer has an international zip code?
The zip code field is required and does not accept letters or some international postal codes. International buyers should enter “00000” or “11111” in the zip code field to submit a payment.
How do I know my payments are secure?
We leverage a third-party payment provider to securely collect sensitive data and to keep our network out of PCI (Payment Card Industry) scope when processing your transactions. Our provider is held to the highest standard of security and is annually audited under SOC2 (Systems and Organization Controls 2) and PCI-DSS (Payment Card Industry Data Security Standard) programs for compliance.
Can we process same-day voids for refunds?
This functionality is not available.
Can we process transactions with foreign credit cards (AVS/CVV override)?
Yes! However, the Zip Code field will always be present on checkout. This means that the payer will need to enter something in the field in order to submit the transaction. Address Verification System (AVS) will not run behind the scenes, so it will not lead to address verification declines, but it is required as input.
When will I receive my deposit?
Deposits are created on each United States banking day for every merchant with payment volume that has been released. Card transactions are deposited into your bank account on the following business day (T+1), while ACH (Automated Clearing House) transactions are deposited four business days following the transactions (T+4).
Additionally, ACH transactions are not processed over weekends or banking holidays, which means the Transaction Date (“T”) does not equal the date of the purchase for transactions initiated on a Saturday, Sunday, or banking holiday.
Take a look at some transaction examples and their associated deposit date below.
| Transaction Date (T) | Deposit (T+1) |
|---|---|
| Monday | Tuesday |
| Tuesday | Wednesday |
| Wednesday | Thursday |
| Thursday | Friday |
| Friday | Monday |
| Saturday | Monday |
| Sunday | Monday |
| Transaction Date (T) | Deposit (T+4) |
|---|---|
|
Monday
(Includes Transactions entered on Saturday, Sunday, or Monday) |
Friday |
| Tuesday | Monday |
| Wednesday | Tuesday |
| Thursday | Wednesday |
| Friday | Thursday |
What if I don’t receive my deposit?
If you’ve noticed a delay in your deposit, there are a few things that could impact the timing. First, double-check the timing of your deposit; ACH (Automated Clearing House) can take up to 5 days to deposit into your account. If the timing is correct, and you’ve confirmed that the expected deposit hasn’t been offset by refunds or chargebacks, please contact our Support team.
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