Payments

Offer a simple way to request payments from customers in the office that allows them to access the payment portal right from their device.

1. From the mobile app home page, select Payments
2. Select the customer you would like to request the payment from
3. Enter the amount in the text box at the top of the page
4. Select Scan to Pay
5. Have the customer scan the QR code using their device’s camera
6. Click Close at the bottom of the page

The customer will then fill out their credit card and billing information in the secure Stripe payment portal.

After the payment is submitted, you’ll see it in your invoices as completed.

Turn your phone into a terminal and securely take payments from the Weave mobile app with Mobile Tap to Pay. Customers can pay with just a tap using their NFC-enabled devices and payment cards.

In order for Mobile Tap to Pay to work, your customer must have an NFC-enabled device or card. Tap to Pay does not work on the tablet version of the Weave mobile app.

1. Click Payments from the mobile app home page
2. Use the search bar or scroll to the customer who you need to collect the payments from
3. Type a payment amount in the box
4. Select Tap to Pay
5. When the screen loads the message Hold Here to Pay, have the customer hold their payment method (mobile device or card) over your mobile device

You’ll see a success screen with the amount of the transaction, customer name, transaction ID, and the email on file that the receipt was automatically emailed to. Click Done to continue using the mobile app.

Let your patients pay whenever and wherever with Weave's Online Bill Pay. Simply add a link to your website so your patients can conveniently pay without contacting your office!

Overview

With Online Bill Pay patients can now have more control over their experience with your office. By providing a "pay now" button on your office's website, patients can pay their bill online with no longer needing to contact the office to pay. 

System Set Up

There are three different ways to use Online Bill Pay!

Access Your Payments

All payments made through Online Bill Pay will create a new invoice in the Weave Portal and be processed through Stripe.

1. Log into your Weave Portal
2. Click Payments from the menu on the left navigation menu
3. Select Invoices/Payments from the dropdown

Payment Notifications  

When a payment is made you will be notified via email. The notification email is sent from Stripe. To change or set the email you will need to log into the Stripe dashboard. Click here to learn more on how to access the stripe dashboard. 

Frequently Asked Questions 

Will the invoice/payment made through Online Bill Pay link to the patient?

• No, the payments will not link to the patient in Weave or in your practice management system. Online Bill Pay is a public way to receive payments at any time so there is no individual link for the patent to link the payment to them. The invoice will still provide the payer's name and card info, but will not link to the patient's profile. 

How do I set up the Online Bill Pay page logo and business information?

• Your Online Bill Pay page name and logo are set in the Weave portal in Payment Settings and under Support Contact Information. 

Are there any Buy Now, Pay Later options available through Online Bill Pay?

• Yes! See how you can make sure Affirm is turned on so patients can make multiple payments over time. 

Save time (and a postage stamp) with Weave's Text to Pay. Simply text a secure payment request to your patients from your Weave desktop or mobile app, and your patients can conveniently pay their bill whenever they want… often that same day!

Send a Text to Pay Request in a Message Thread

1. Within the desktop app, select Messages
2. Open the message thread with the customer who owes the payment
3. Click the Payment icon at the bottom of the page
4. Select + Create Payment Request or click on one of the outstanding requests to send a reminder
5. Enter the following details:
   • Patient Name
   • Amount 
   • Memo (if desired)
   • Invoice (If desired)
6. Select Create & Insert Link 
7. Add a message in the text box if desired
8. Click Send

You can send a payment link when you open a message thread from any part of the app, including Schedule and Patients/Customers.

Send a Text to Pay Request in Payments 

1. Select  Payments in the Weave desktop or mobile app

   Tip: If you have Weave Unify, you can filter this list by location.

2. Select the name of the customer you want to send the payment request to by using the search bar or scrolling
   

   Tip: Click the  Message icon next to the patient name to choose the desired number to text

3. Enter the amount you would like to charge this customer
4. Select Text to Pay
   
5. If desired, click Clear to change the mobile number you are sending the Text to Pay request to
6. If desired, add a PDF statement
7. Select Preview Request Message
   
8. Select Send once everything looks correct. Double-check the name, requesting amount, and phone number
9. Select Got it to go back to your customer list in Payments

After the payment is submitted, you’ll see it in your invoices as completed and receive an invoice in your email.

Payment links are active for 30 days after creation. You will need to redo the text to pay process for a new link after it expires. We do not currently offer automated text to pay requests. After 30 days, there will no longer be a record of the unpaid request. Keep a list of any text to pay requests to ensure you still have a record that the patient owes money if the request is not completed after 30 days.

Some phone providers and cell phone providers break templates over 160 characters into multiple messages. This can cause hyperlinks to break, so you can try shortening the template or sending the hyperlink in a following message to your clients.

Text to Pay automatically requires a birth date for customers to access attachments like invoices. To change this setting, see your Payments Account Settings.

Send a Reminder Text

1. Select  Payments in the Weave desktop or mobile app
2. Search for or scroll and click on the patient's name
3. Click Send a Reminder Text

The text will prompt your client to pay their unpaid balance.

Change the Text to Pay Message Template

If you would like to change the template you use for future Text to Pay requests, you can do so by clicking the 4 lines at the bottom of the page when you are previewing a message request.

Click Edit to change your template of choice.

Get the Most Out of Weave Text to Pay

Click the PDF below to see how you can best integrate Text to Pay into your daily workflow :

Securely store and process your customers' payments to increase your odds of collecting and decreasing the need to write off balances or send customers to collections with Weave’s new Card On-File.

For more information about Card on File or Weave Payments security, click here.

Add a Card on File

1. Select  Payments in the desktop app

2. Search and select the customer you would like to add a card for

3. Select Add card on file

4. Add the card information and select Save

Once the card information is saved, that card will be ready to use for all payments. 

Charge a Card on File

1. Select  Payments

2. Search and select the customer you would like to charge

3. Select Card On File

4. Confirm the last 4 digits of the card number

5. Add an Email Receipt recipient (optional)

6. Select Submit

Replace/Delete a Card on File

1. Select  Payments

2. Search and select the customer you would like to delete/edit a card for

3. Select change on the indicated card on file

4. Add a replacement card or select the Delete icon icon to delete the current card

Weave's Payment Terminals make it easy to collect payments while your customers are in the office. 

Automatically write back payments and refunds to your practice management system’s ledger whenever they are processed through Weave Payments.

Enable Payment Writebacks in the Weave Portal

1. Log in to the Weave Portal
2. ClickPayments from the left menu
3. Select Settings from the dropdown
4. In the Write Payments to Ledger section, toggle the button on

Once completed, payments and refunds processed through Weave Payments will be written back to your practice management system.

Check out previous payment activity with Payments History in the desktop and mobile apps. You can see if a payment was made, send reminder requests, and view any requests you've already sent. 

Access Your Payments History in the Desktop App

1. Select  Payments from your Weave desktop app
2. Click on the 3 dots in the upper right corner
3. Select Payments History

Access Your Payments History in the Mobile App

1. Select  Payments from on the home screen of the Weave mobile app
2. Select the  Payments History icon in the top right corner 

Filter the Date Range

Selecting the Calendar icon in the top right corner of both the desktop and mobile apps allows you to filter the date range. You can filter by day, week, month, year, or a customized date range.

Created, Paid, and Unpaid Tabs

Access your account summary, including all processed payments, a more in-depth view of each payment, and the ability to export a list of each transaction to make record-keeping easier.

Within the Weave Portal, you can view your invoices and record them, cancel a payment, and view, print, or send a receipt.

View Your Invoices & Payments

1. Log in to your Weave Portal

2. Select Payments

3. Click on Invoices / Payments from the dropdown menu

Here you will be able to see the total payment amount processed, fees deducted, total net revenue amounts, location(, and a list of all transactions. 

Customize your Invoice History dashboard by using the Filter Options: 

• Search by: First and/or Last Name, Person ID, Charge ID, Amount 

Additional Filter Options:

• Date Type: Date invoice Paid, Date Invoice Created
• Invoice Status: Paid, Partially Paid, Unpaid
• Recorded Status: Recorded, Not Recorded

Once you have selected the filters you would like, select Apply. Payments first show up in the order they were requested, not when they are paid.

Export Reports

To help with reporting, Weave allows you to export payment reports that can be easily accessed on your computer. 

Selecting the Export button will download a CSV file onto your computer that you can share or print out to help with your end-of-day or end-of-month reporting. You can also click the Print icon at the top of the Invoice History page.

Track Posting using Mark as Recorded

Once you have recorded your payments, you can hover over the payment. Two icons will pop up. Click the Checkmark icon on the far right to change the gray bar to a green check ✔ to indicate that it has been recorded. 

Cancel an Invoice

Any user in the office can cancel an invoice, but only Payments and Billing Managers, Payments Users, and Super Users can refund an invoice. See your role.

1. Select the unpaid invoice you would like to cancel, or hover over the invoice and select the Arrow icon that pops up.
2. If you click through, click Cancel Invoice on the right side of the page.

3. Tip: You might need to scroll over the screen to see it
   

4. Select Cancel Invoice to confirm
   
   Canceling this invoice will inactivate the invoice link so it is no longer usable.
   
   Under Invoice Status, it will read Canceled and any link attached to that invoice will be deactivated.
   

Send, View, or Print Receipts

When you send a payment request to your customers, they have the option to input their email to receive an emailed receipt. If they didn’t put an email in or they accidentally put the wrong email address in, don’t worry! You can still send, view, or print the receipt.

Keep track of individual payments or check in on your total balance to see where your money is at in the payment process with Payouts. See your total balance, fees, net profit amounts, individual payer information, and your Payout Transaction List within the Weave Portal. 

Payouts

Payouts of your available account balance are generated daily (UTC time zone) and contain payments processed two business days prior. For example, payments received on a Tuesday are paid out by Thursday, and payments received on a Friday are paid out by the following Tuesday. See more info from Stripe

You will see payouts of funds captured from Weave Payments listed on your bank statements as "Payment Processing" or "Weave Payment Processing".

Accessing the Payouts Page

Select Payouts from the Payments sub-menu on the left-hand side of your Weave Portal.

Within the Payouts page, you will see the amount of the payout, status, date initiated, estimated arrival to your account, location (for multi-location accounts), and ID. 

Filter Your Payouts Page

Within Payouts, you can apply filters to refine and clarify your list of payouts by selecting the Filter icon on the right side of the screen. You can filter by:

• Estimated Arrival
• Amount
• Status

Once you have selected the filters you would like, select Apply.

View a Payout Payment

Select the individual payouts you would like to see more information on.

• Select Payout to view the total amount, the status of the payout, and the ID/confirmation code.
• The Overview shows the Date Paid (the day the payout is initiated to your bank account), the Total Amount, and the ID/confirmation code.

Account Details show the account your payout was sent to and details including:

• Last 4 digits of the account or card
• Type
• Origin
• Fingerprint
• ID/Confirmation Code

The summary shows all Charges, Refunds, Fees, and Adjustments broken down into the Count, Gross amount, Fee Total, and Net Profit with the grand Payout Total at the bottom.

Transactions

The Transactions section breaks down each payout amount into the:

• Type
• Patient Name (the customer you charged)
• Patient ID (pulled from your practice management system)
• Gross (total charge amount)
• Fees
• Grand Total (balance of Gross minus Fee)
• Transaction Date of when the payment was processed
• Confirmation Code
• Payout Date of when the payout hit your bank account

Export Transactions List

Export the transaction list by clicking the Export icon in the top right corner of your Transactions list for easier reconciliation.

Weave's fast and easy payment processing is powered by Stripe, one of the largest and most secure payment companies.

Download PDF of this information

About Stripe

• Stripe helps power millions of businesses in 100+ countries across nearly every industry
• Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry
• Stripe forces HTTPS for all services (including Weave) using TLS (the predecessor is SSL)
• Stripe uses HSTS to ensure browsers interact with Stripe only over HTTPS
• Stripe is also on the HSTS preloaded lists for both Google Chrome and Mozilla Firefox
• All card numbers stored at Stripe are encrypted at rest with AES-256 encryption. Decryption keys are stored on separate machines from card data
• Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure and does not share any credentials with Stripe’s primary services (API, website, etc.)

Click here to learn more about setting up your Weave Payments Account.

About Verifone P400 Terminals

• Offer the best-in-class security - P2PE
• Maximum security and compliance with end-to-end encryptionPCI PTS 5.X-approved
• EMV chip and NFC/CTLS technology
• Optional Ethernet connectivity for added security
• Source: https://www.verifone.com/sites/default/files/2018-01/p400_datasheet_ltr_013018.pdf

About WisePOS E

• Offer the best-in-class security - P2PE
• EMV chip technology
• End-to-end encryption
• Optional Ethernet connectivity for added security
• Source

Click here to learn more about setting up your Credit Card Terminals.

About Card on File

• All card numbers stored at Stripe are encrypted at rest with AES-256. Decryption keys are stored on separate machines. None of Stripe’s internal servers and daemons can obtain plaintext card numbers but can request that cards are sent to a service provider on a static allowlist.
• Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in a separate hosting environment and doesn’t share any credentials with Stripe’s primary services (API, website, etc.). More on Stripe’s encryption of sensitive data, here.

Click here to learn more about using our Card on File feature.

What You Can Do to Enhance Security

• Do not write down credit card data
• Do not store credit card data in your accounting or customer management ledgers
• When taking an over-the-phone payment, enter card data directly into the virtual terminal
• Use Text to Pay to prevent your employees from hearing or mistyping credit card information over the phone

Stripe is the third-party payment processing engine behind Weave Payments. This article outlines frequently asked questions related to Weave’s payment processing. 

Account Creation and Approval

Deposits and Banking Information

Stripe Account Health

The health status of your Stripe account is shown in your Weave Portal.

• Login to your Weave Portal
  
• Click Payments
• Click Settings
  
• Look under Merchant Account and your business name to see your Payment and Payout status
  

Your Stripe account health is represented by an Active (green dot) or Inactive (red dot) status next to Payments and Payouts.

• An Active Payments status allows you to process credit card payments.
  
• An Active Payouts status allows any funds you capture to be transferred to your bank account

Inactive Payments or Payouts

If you are having trouble getting the Stripe library to load on your Weave application or your terminal, or are experiencing periodic errors on the terminal, whitelist the following Stripe domains:

• api.stripe.com
  
• checkout.stripe.com
  
• js.stripe.com
  
• m.stripe.com
  
• q.stripe.com
  
• armada.stripe.com
  
• files.stripe.com
  
• gator.stripe.com
  
• *.device.stripe-terminal-local-reader.net

If you receive the message "Stripe library failed to load," try clearing your cache and restarting the Weave desktop app.

Contact Weave's Payments team. 

Have a request for the Payments Team?

If you need to:

• Request a pricing quote
• Process a refund
• Buy additional credit card terminals 
• Submit questions or feedback

Please fill out the form below and our team will contact you.

Weave Payments Contact Form

You can also call the support contact number and choose option 1, then option 5.

You can do one or multiple refunds on a payment up to the total amount of the original payment. Refunds can only be done on payments processed through Weave Payments.

Refunds will be processed quickly after initiated and returned to the original payment method. Customers will see the refund on their statement depending on their bank's processing time. 

A Transaction Dispute is when a cardholder contacts the card issuer (a network or bank) because they believe a transaction made on their card is incorrect or that they did not authorize it.

There are many reasons a cardholder may question a transaction. They may not have understood the amount of the payment, didn't think they would have to make a payment, didn't receive the product, or their card was stolen, etc.  A dispute is how the card issuer resolves the cardholder's concerns. 

A chargeback is one of the first actions taken on a dispute. The card issuer takes the funds back that it provided on a transaction.

• The card issuer gathers information from the cardholder about why they disagree with the transaction. 
• If a dispute occurs, it can be assumed the card issuer believes the cardholder and is taking action to correct the problem. 
• They will use the card network to reach across to the merchant (you) and take the funds back.

This action can not be stopped as it is part of the conditions to take payments on the card network. Refusing to return the funds would result in the merchant losing the option to take transactions. 

The card network does have conditions and protections for the merchant:

• The card issuer is required to notify the merchant and provide the reason for the dispute. Typically they will allow between 10-15 business days for the merchant to provide evidence and make a case to reclaim the funds. 
• There are limitations on how much, what type, and the format of evidence that can be submitted. 
• The card issuer will get to make the final decision. They will provide notification to both parties and award the funds to either the cardholder or the merchant

Learn what to do after you receive the notification email

Get started on your dispute counter

After you receive notification from Weave that a customer has submitted a dispute, there are a few different actions you should take. 

For every dispute notification start by:

1. Reading the notification and attachments carefully
2. Using the information provided to locate the transaction on your Weave Portal
3. Locating any additional information about this transaction with any other software your offices use
4. Talking with the office staff to see if anyone remembers the transaction

You will then be prepared to continue the process: