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Intro to Payments
Weave offers so many Payments features, it may feel overwhelming. Don't know where to start or what is available? Take a look at the possibilities:
Payments Playbooks (Including text-to-pay, terminals, and more)
Click on your vertical to see information related to your needs:
Resources to get you started
Dispute Guides
Payment Disputes: Definition and Your Available Actions with Weave
Evidence to Gather for Weave's Most Common Dispute Reason Codes
Examples of Dispute Evidence by Category
Looking for more support? Contact our payments team.
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Set Up Payments Account
Weave partners with Stripe and utilizes its Express platform for transparent, fast, and secure payment processing. Follow these steps to get your Payments Account set up with Stripe Express.
Weave Payments features are only available to U.S. customers.
Stripe Express Onboarding Video
Watch a demonstration of the onboarding process below and learn what information you’ll need to provide to Stripe in order to start collecting payments with Weave Payments.
Setting Up Your Payments Account
- In the Weave Portal, select Payments from the left navigation
- Choose Settings from the dropdown
- Click Stripe Dashboard
Note: You must create a new Stripe account with a different email than any other account. An old account will not work.
- Fill out the Stripe onboarding form completely, including accepting the Terms and Conditions
- When selecting the type of entity, choose Company and fill out your business details
- When you're done, click Save to return to your Payments Settings in your Weave Portal
- Enter your public business information
- Add your company logo
- Click Save Changes when you're done
If you need any assistance with setup or document upload, please contact Stripe Support.
Start Collecting Payments
Once your Payments account is set up, you can start collecting payments! Click on the following links to learn more about collecting payments with Weave:
Looking for more? Learn how Payments will help your office in the Weave Training Camp course: Collect More, Faster with Weave Payments.
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Set Up Payments Terminals
Get your Payments Terminal all setup and ready to go!
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.
Weave Payments features are only available to U.S. customers.
Before setting up your new Payments Terminal, make sure you have set up your Payments Account with Stripe.
If you are having issues with your terminal, try the terminal troubleshooting steps.
WisePOS E
This brief video will walk you through setting up your WisePOS E Payments Terminal so you can start collecting payments.
Power Up Your Terminal
1. Install the battery by lifting up the back cover from the indentation at the bottom left. Slide the battery into the exposed slot and align the gold connectors at the top of the battery with the terminal
2. Connect the reader to power by plugging the provided power cable into the port with the lightning bolt symbol
3. Once charged, find and hold down the Power button on the right side of the terminal until the terminal screen turns on.
Tip: Once turned on, the power button will transition your terminal between wake and sleep states. In order to turn it off, hold down the Power button and click Power Off on the terminal screen once it appears.
Connect Terminal to WiFi
- Power on your WisePos E Terminal by holding down the Power button on the right side of the terminal. If prompted, complete any available terminal software updates
- Swipe from the left side of the screen to the right side to open the menu
- Tap Settings
- Enter the Admin PIN - 0-7-1-3-9
- Tap Wi-Fi Settings
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Tap the name of your secure or private WiFi network
Note: Please ensure the network you connect your terminal to is the same network your desktop application is connected to
- Enter your Wi-Fi password using the digital keyboard at the bottom of the display screen
- Tap Connect
- Once connected to Wi-Fi, tap the back arrow at the bottom of the screen to go back to your Admin options
You can also use the optional dock for ethernet access, which is included in your terminal package from Weave.
Register your Terminal
Once your payments terminals are set up, you will need to register them to your Weave Software. Begin in the Weave desktop app. If you need to update your terminal, it will take 5-10 minutes before the WisePOS E will complete registration.
- Click on the
Payments icon
- Select the
Ellipses Menu in the top right corner
- Click
Terminal Settings
- Select Register a Terminal
- Follow the terminal instructions to generate a registration code and select Register
- Open the admin options menu by swiping from the left side of the display screen to the right
- Type in the Admin Code: 07139
- Tap Settings
- Select Generate Pairing Code. This should display a randomized 3-keyword code, separated by hyphens
- In the Weave desktop app on the Register New Terminal form, enter the pairing 3-keyword code in the Terminal Registration Code field
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In the Custom Terminal Name, enter any custom name for your terminal
Tip: Do not name your terminals "Check In" and "Check Out." This can get confusing later.
- Click Register
- You should see a green alert at the top of the app that reads Terminal Connected
You are now ready to collect payments!
Verifone P400
This brief video will walk you through setting up your Verifone P400 Payments Terminal so you can start collecting payments.
Install Payments Terminals
- Power up your terminal by sliding the back cover off and inserting the connector cable
- Slide the back cover on to keep the connector cable in place
- Plug in the Power Adaptor into the connector cable and then into the power outlet
Tip: The terminal should automatically turn on and boot up. If you ever need to reset the terminal, simply unplug the Power Adapter from your outlet and plug it back in.
- Connect the terminal to the internet either through WIFI or through an Ethernet Port
- Register your terminal to the Weave Software
Connect Your Terminal to the Internet
Once your payments terminal is installed, you will need to connect it to the internet through WIFI or an ethernet port. Follow these instructions to connect your terminal to the internet:
- Select Connect to WIFI
- Select the network your computer is using
- Enter the password for the network
- Connect one end of an ethernet cord to an ethernet port
- Connect the other end of the ethernet cord to the connector cable labeled ETH
- Unplug the power cord from the wall for 5 seconds
- Plug it back in
- Enter 0-WIFI (0-9434) on the keypad
- Follow the prompts
Note: Attempting to join a new network disconnects the terminal from any existing wireless connection. The terminal will not fall back onto a previously connected network if it disconnects.
Registering Your Payments Terminal To Your Weave Software
Once your payments terminals are set up, you will need to register them to your Weave Software. Follow these steps to do so:
- Click on Payments in the Weave desktop app
- Click on the three dots in the top right corner
- Select Terminal Settings
- Click on Register a Terminal
- Enter 0-7-1-3-9 into the Terminal
- Enter the 3-word code into the Weave under Terminal Registration Code
- If desired, customize a name for this terminal under Custom Name
Tip: Do not name your terminals "Check In" and "Check Out." This can get confusing later.
- Click Register
You are now ready to collect payments!
Note: The Verifone® name and logo are either trademarks or registered trademarks of Verifone in the United States and/or other countries. Use of the trademarks does not imply any endorsement by Verifone.
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Set Up and Use Buy Now, Pay-over-time Through Sunbit
Weave has partnered with Sunbit to help you drive more business by letting customers pay for care or services over time with Buy Now, Pay-over-time financing options.
Weave Payments features are only available to U.S. customers.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.
Watch a summary of the onboarding process and learn what information you'll need to provide to Sunbit to start offering Buy Now, Pay-over-time to your customers.
Set Up Your Sunbit Account
- Login to the Weave Portal
- Click
Payments in the left menu
- Select Buy Now, Pay-over-time from the
dropdown
- Choose your industry from the dropdown
- Click Activate Sunbit
- Fill out the Sunbit onboarding information completely
Once your account is set up, you can start offering Buy Now, Pay-over-time to your customers.
Send a Buy Now, Pay-over-time Request via Text
- Select
Payments in the desktop app
- Find the name of the customer you would like to send the request to by scrolling or using the search bar
- Click on the customer and enter the amount you would like to charge
- Select Buy Now, Pay-over-time
- If desired, change the customer's mobile number for the request
- Select Preview Request Message
- Click Send once everything looks correct
Tip: Double-check the name, requested amount, and phone number before you send.
- Select Got It to go back to the customer list within Payments
Note: Some phone providers break templates over 160 characters into multiple messages. This can cause hyperlinks to break, so if the link is not received, try shortening the template or sending the hyperlink in an additional message to your clients.
Change the Buy Now, Pay-over-time Message Template
Personalize the message sent with Buy Now, Pay-over-time links to your customers.
- Start the process of sending a new request until you are previewing the message
- Select the
Template icon at the bottom of the page
- Click Edit to change the template of choice
- Select Save when you are finished
Send a Buy Now, Pay-over-time Request via Email
- In order to send a request via email, start the process of sending a new Buy Now, Pay-over-time request until you are previewing the message
- Select Copy to Clipboard
- Paste the link into an email to your customer
Sunbit Support
Once you have added Buy Now, Pay-over-time to your Weave Bundle, Sunbit will provide onboarding training, and support to make sure you're successful. Contact Sunbit at:
855-778-6248
partnersupport@sunbit.com
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Buy Now, Pay-over-time Introductory Email Template
Ready to introduce your customers to Buy Now, Pay-over-time but unsure how to start? Use this template to get going on a new email campaign.
Just replace the parts between brackets highlighted in yellow before you hit send.
Subject line: We now offer Buy Now, Pay-over-time financing through Sunbit!
Body copy:
Hi [first name],
Here at [office name], we pride ourselves in doing all we can to provide the [service] you need, which is why we’re excited to announce that we now offer Buy Now, Pay-over-time financing through Sunbit!
Within just 30 seconds and a soft credit check—that’s right, applying won’t affect your credit*—you can see what financing options are available to you. And with an over 85% approval rate, getting the [service] you want and need is more possible than before.
If you have any questions, don’t hesitate to call us at [phone number].
Have a great day!
[full name]
[office name]
*Account openings and payment activity are reported to a major credit bureau. Loans are made by Transportation Alliance Bank, Inc., dba TAB Bank, which determines qualifications for and terms of credit.”
Don’t forget to add your recipients. You can also schedule the campaign to send later if needed.
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Payments Account Settings
You can check the status of your Payments Account, access your Stripe dashboard, and change your Business Information.
For instructions to edit your email address for your payment & refund notifications, click here.
Weave Payments features are only available to U.S. customers.
Access Your Payments Settings
You must have the user role of Super Admin or Payment Admin to access. See your role.
- Log into your Weave Portal
- Click
Payments from the menu on the left-hand side
- Select Settings from the dropdown menu
Check Your Stripe Account Health
In your Payments Settings, you can check your Stripe account health under the Merchant Account.
Your Stripe account health is represented by an Active (green dot) or Inactive (red dot) status next to Payments and Payouts.
You also have access to your Account ID and the Account Type.
Text to Pay Authentication Requirements
Choose whether you'd like to require customers to authenticate with a birth date to view invoices or other documents via Text to Pay requests. By toggling this setting off, industries that don't collect customer birth dates can allow customers to access attachments without authenticating.
Affirm
Allow customers to use Affirm as a payment plan option at checkout by leaving this toggle on within the Payments Account Settings. You may want to turn this toggle off if you have an exclusive contract with another "buy now, pay later" service. For support questions related to Affirm transactions, please visit the Affirm Help Center or email merchanthelp@affirm.com.
Edit Your Public Business Information
The Public Business Information allows you to change or edit your Business Name, Email Address, and Phone Number. This is the information your customers will see to help them identify your office is the one processing a payment.
- Business Name: Your business name should be listed so that customers can quickly identify where the payment request is coming from.
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Email Address: Your email address should be listed so that customers can contact you for questions or issues with the payment.
Tip: This email address is also where your payment and refund notifications will be sent. To edit the email address, simply change the existing email address to the new address you want and click Save Changes.
- Phone Number: Your business phone number should be listed so that customers can contact you for questions or issues with the payment.
- Statement Descriptor: This will be on your customers' transaction history on their credit card statements.
Access Your Stripe Dashboard
Clicking on the blue Stripe Dashboard
will take you to your Stripe Dashboard. This is where you can change your banking details.
Once you are in your Stripe Dashboard, select Payouts to see the transactions that will be or have been deposited into your bank account you have on file. If you needed to change the Bank Account information, you can do so by clicking the blue edit icon.
Clicking on Account in your Stripe Dashboard, will allow you to edit the following information:
- Account Representative
- Business Details
- Payout Details
- Add another Member
The Account tab is also where you can change the email address where your payment notification emails will be sent. You can also change or update the phone number used to authenticate yourself as a user if you want to update your bank account information.
To change either of these, click Edit Email or Mobile Number then click Update next to either the Email or Mobile Number.
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Use Scan to Pay
Offer a simple way to request payments from customers in the office that allows them to access the payment portal right from their device.
- From the mobile app home page, select
Payments
- Select the customer you would like to request the payment from
- Enter the amount in the text box at the top of the page
- Select Scan to Pay
- Have the customer scan the QR code using their device’s camera
- 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.
- From the mobile app home page, select
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Mobile Tap to Pay
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.
Note: You must have the Weave mobile app version 3.2.0 to use Mobile Tap to Pay. Learn how to download the mobile app.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.
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.
- Click
Payments from the mobile app home page
- Use the search bar or scroll to the customer who you need to collect the payments from
- Type a payment amount in the box
- Select Tap to Pay
- 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.
- Click
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Online Bill Pay
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!
Note: In order to use Online Bill Pay, you will need to first set up your Payments Account.
Weave Payments features are only available to U.S. customers.
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.
Note: The patient must know the amount they owe as Online Bill Pay will not pull up the their balance.
System Set Up
There are three different ways to use Online Bill Pay!
Link- Add a link to an email, text or website.
- Log into the Weave Portal
- Click
Payments from the menu on the left navigation menu
- Select Online Bill Pay from the dropdown
- Copy your location's URL
QR CodeAdd your office's personal QR Code to a texts, emails, statements, or onto your office's webpage.
- Log into the Weave Portal
- Click
Payments from the menu on the left navigation menu
- Select Online Bill Pay from the dropdown
- Copy your location's Button Snippet to code it into your website or save image to your computer
Pay Online ButtonUse your office's personal code to put a "Pay Online" button on your website.
- Log into your Weave Portal
- Click
Payments from the menu on the left navigation menu
- Select Online Bill Pay from the Payments submenu
- Copy the Button Snippet and code it into your website
Note: Weave only provides the code for a "pay now" button. Please contact your office's IT or webpage designer to add it to your website.
Access Your Payments
All payments made through Online Bill Pay will create a new invoice in the Weave Portal and be processed through Stripe.
You must have the user role of Payment User to access Payments. See your role.
- Log into your Weave Portal
- Click
Payments from the menu on the left navigation menu
- Select Invoices/Payments from the dropdown
Tip: Filter by payment type to find payments made through Online Bill Pay
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.
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Send a Text to Pay Request
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!
Note: In order to use Text to Pay, you will need to first set up your Payments Account.
Weave Payments features are only available to U.S. customers.
Send a Text to Pay Request in a Message Thread
- Within the desktop app, select
Messages
- Open the message thread with the customer who owes the payment
- Click the
Payment icon at the bottom of the page
- Select + Create Payment Request or click on one of the outstanding requests to send a reminder
- Enter the following details:
- Patient Name
- Amount
- Memo (if desired)
- Invoice (If desired)
- Select Create & Insert Link
- Add a message in the text box if desired
- 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
- Select
Payments in the Weave desktop or mobile app
Tip: If you have Weave Unify, you can filter this list by location.
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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
- Enter the amount you would like to charge this customer
- Select Text to Pay
- If desired, click Clear to change the mobile number you are sending the Text to Pay request to
- If desired, add a PDF statement
- Select Preview Request Message
- Select Send once everything looks correct. Double-check the name, requesting amount, and phone number
- 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.
Note: Stripe Link is automatically enabled through all Text to Pay requests, which allows your customers to save their payment information for quicker checkout each time they pay a bill. You can also make sure Affirm is turned on for a "buy now, pay later" option.
Send a Reminder Text
- Select
Payments in the Weave desktop or mobile app
- Search for or scroll and click on the patient's name
- 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 :
- Within the desktop app, select
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Card on File
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.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.
Weave Payments features are only available to U.S. customers.
For more information about Card on File or Weave Payments security, click here.
Add a Card on File
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Select
Payments in the desktop app
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Search and select the customer you would like to add a card for
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Select Add card on file
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Add the card information and select Save
Once the card information is saved, that card will be ready to use for all payments.
Note: Currently, each patient can only have one card on file in their profile.
Charge a Card on File
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Select
Payments
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Search and select the customer you would like to charge
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Select Card On File
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Confirm the last 4 digits of the card number
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Add an Email Receipt recipient (optional)
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Select Submit
Note: A green banner stating Payment Successfully Submitted will appear in your desktop app when the transaction is complete.
Replace/Delete a Card on File
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Select
Payments
-
Search and select the customer you would like to delete/edit a card for
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Select change on the indicated card on file
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Add a replacement card or select the
Delete icon icon to delete the current card
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In Office Payment
Weave's Payment Terminals make it easy to collect payments while your customers are in the office.
The availability of this feature is dependent on your Weave bundle. Schedule a time with a Weave representative to learn more.
Note: In order to use your credit card terminals, you need to set up your Payments Account and your Payment Terminals.
Weave Payments features are only available to U.S. customers.
Collect In Office Payments
Before you begin, make sure the patient has a profile in Weave. If not, you will need to create a new patient profile to take the payment. You can delete this profile later if it's synced from your management system later to avoid duplicates.
- Select
Payments in your Weave Desktop App
Tip: If you have Weave Unify, you can filter this list by location.
- Select the name of the customer you want to send the payment request to by searching or scrolling
- Enter the amount you would like to charge this customer
- Select In Office Payment
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Instruct your customer to follow the instructions on the credit card terminal to process the payment
Tip: You can cancel the payment at this time if needed
- The customer will Tap, Insert or Swipe their card on the terminal to process the payment
If you're having any issues with the terminal, try our Terminal Troubleshooting article.
Email Receipts and Payment Notifications
Once the patient takes out their card, you will get Payment Successful along with a summary of the charge.
An email receipt will automatically be sent to your patient’s email address on record, if available. You can also view, send, or print the receipt to a different email address by following these steps.
A payment notification will be sent to the email address you used when you filled out your onboarding form with Stripe.
Note: The Verifone® name and logo are either trademarks or registered trademarks of Verifone in the United States and/or other countries. Use of the trademarks does not imply any endorsement by Verifone.
- Select
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Enabling Payment Writebacks
Automatically write back payments and refunds to your practice management system’s ledger whenever they are processed through Weave Payments.
Note: This feature is currently only available for Open Dental customers.
Weave Payments features are only available to U.S. customers, and you must have the user role of Payment Admin to access the Stripe Dashboard. See your role.
Enable Payment Writebacks in the Weave Portal
- Log in to the Weave Portal
- Click
Payments from the left menu
- Select Settings from the dropdown
- 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.
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View Your Payments History
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.
Weave Payments features are only available to U.S. customers.
Access Your Payments History in the Desktop App
- Select
Payments from your Weave desktop app
- Click on the
3 dots in the upper right corner
-
Select
Payments History
Access Your Payments History in the Mobile App
- Select
Payments from on the home screen of the Weave mobile app
-
Select the
Payments History icon in the top right corner
Note: After 30 days, unpaid text to pay requests will no longer be active and so will not be found in the Payments History. You may want to keep a separate list of all text to pay requests to ensure none are forgotten.
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
Created will show you all of the invoices created, both paid and unpaid. Paid invoices will be green. Unpaid will be black.
Paid will show you the list of all patients that paid, including the date they paid on and the amount they paid.
Tip: Keep in mind your patients can make a partial payment
Unpaid is a list of all patients who have been sent a payment request, but not yet paid.
If you select a patient, it will give you more details on the created payment. You can click Send a Reminder Text to send a reminder for them to make the payment.
Note: When you send a reminder text, it will populate a new payment link, voiding out the previous link they received.
- Select
-
Invoices and Payments
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.
Weave Payments features are only available to U.S. customers.
View Your Invoices & Payments
-
Log in to your Weave Portal
-
Select
Payments
-
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.
Tip: Sometimes, a processed payment may not automatically appear. To refresh the page and stay up to date, click on the Refresh icon
in the top right corner.
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.
- Select the unpaid invoice you would like to cancel, or hover over the invoice and select the
Arrow icon that pops up.
-
If you click through, click
Cancel Invoice on the right side of the page.
-
Tip: You might need to scroll over the screen to see it
- 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.
- Select the invoice you would like to view
- Scroll to History
- Select the
Mail icon next to the payment you would like to send (If you cannot see the Mail icon, either make the page bigger or click the
Ellipses icon.)
- Enter the customer's email
- Click Send
- Select the invoice you would like to view
- Scroll to History
- Select the
Magnifying Glass icon next to the payment you would like to view
The View Receipt page will give you an overview of the transaction showing you the Name, Cardholders Name, Amount Paid, Date Paid, and the Payment Method
To get out of the View Receipt page, back to the invoice list, simply click on any of the gray area
- Scroll to the payment you would like to print in the History section
-
Select the
Print icon on the far right (If you cannot see the Print icon, either make the page bigger or click the
Ellipses icon.)
- Follow the instructions on your computer for your printer or to print as a PDF
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Payouts
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.
Weave Payments features are only available to U.S. customers.
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
Note: After creating your Stripe account, your first payout can take up to 7-14 days to be deposited into your account. This delay is normal and provides time for Stripe to fully verify and establish your account. Subsequent payouts will follow the schedule listed above.
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.
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Weave Payments Security
Weave's fast and easy payment processing is powered by Stripe, one of the largest and most secure payment companies.
Weave Payments features are only available to U.S. customers.
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
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Stripe Troubleshooting
Stripe is the third-party payment processing engine behind Weave Payments. This article outlines frequently asked questions related to Weave’s payment processing.
Weave Payments features are only available to U.S. customers.
Account Creation and Approval
How long does it take to get approved by Stripe?In most cases, the account approval process is nearly instantaneous, and most users will be able to accept payments right away. If Stripe needs more information about a business or expects a longer delay in processing an account approval, they will reach out to you immediately, using the email you entered while creating the account.
Do I have to create a new Stripe account if I already have one?Yes. You need to create a new account on Weave’s Stripe platform to process payments with Weave. For more information, see Setting Up Payments Account.Can all of our locations use the same Stripe account?You can use the same Stripe account for all your locations. However, it is not recommended because it will be very difficult to determine which customer paid at which location and which payment came from which location. Payment reconciliation becomes very difficult if you need to reconcile each location separately.Why are we required to provide the owner’s Date Of Birth and Social Security Number?According to the USA Patriot Act, financial institutions entering into a relationship with a business entity are required to verify business and owner information. Because of this act, each Stripe account needs a business representative who provides their date of birth and Social Security number.What bank account do I use for my Stripe account?The name of the bank account used for your Stripe Express Account must match your business name or DBA. Stripe manually checks for this within 30 days of a bank account being added and does periodic audits of existing accounts. This should also be the same name used for your tax documents or your account may be frozen due to an IRS check. Click here to learn more about updating your bank information.Deposits and Banking Information
How long does it take to receive the first deposit?In most cases, you will receive your first payout in 5-10 business days after you start processing live payments from your customers with Weave.
Tip: If it has been longer than 10 business days, check your email inbox for an email from Stripe regarding account verification.
After the first deposit, how long does it take to receive payouts?Payouts of your available account balance are generated daily 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.Where can I update my bank information for Stripe?You must have the user role of Payment Admin to access the Stripe Dashboard.
- Log in to your Weave Portal
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Click
Payments from the menu on the left navigation menu
- Select Settings from the dropdown
- Click the blue Stripe Dashboard hyperlink to go to your Stripe Dashboard. This is where you can change your banking details.
For more information, see Payment Account Settings.
Stripe Account Health
The health status of your Stripe account is shown in your Weave Portal.
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Login to your Weave Portal
- Click
Payments
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Click Settings
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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.
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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
The most common reason a payout is paused is due to a failed bank account verification. If either the Payments or Payouts status of your account is Inactive (red dot), open your Stripe Express Dashboard following these steps to see what additional information Stripe needs from your business to verify your or your business’ identity.
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Log in to your Weave Portal
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Click
Payments
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Click Settings
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Click on the blue hyperlink that says Stripe Dashboard
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Upload the information according to the alert on your Stripe Express dashboard
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Upload this information
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Click Save
If you still experience problems getting your Stripe account completely activated, please contact our Weave Payments Team.
Whitelist Stripe Domains
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:
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api.stripe.com
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checkout.stripe.com
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js.stripe.com
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m.stripe.com
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q.stripe.com
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armada.stripe.com
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files.stripe.com
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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.
Tip: You may need the help of the IT partner for your business to add or edit Stripe domains.
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Contact Payments Team
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.
You can also call the support contact number and choose option 1, then option 5.
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Refund Payments
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.
Note: To process a refund, you must have the user role of Super Admin, Payments and Billing Manager, or Payments User.
Weave Payments features are only available to U.S. customers.
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.
Note: Fees charged to your office for a transaction are not returned if the original payment is refunded.
Process a Refund
- In the Weave Portal select
Payments and then Invoices/Payments
- Hover over the invoice you would like to refund.
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Choose the
Refund icon from the box that pops up.
Tip: You have the option to refund the entire amount of the payment or do 2 or more partial refunds up to the total amount of the original payment
- Select the Refund Reason from the dropdown menu. You can choose from
- Fraudulent
- Requested By Customer
- Duplicate
- Enter the customer’s email address under Customer Receipt Email
- Select Refund
See more tips on using the Invoices/Payments page.
Invoice Status of Refund or Partial Refund
After a refund has been processed, you will see the Invoice Status change from Paid to Refunded or Partially Refunded.
Refund Processing Time
Once initiated, refunds will be submitted to your customer’s bank immediately. Depending on the bank’s processing time, it can take a few days to show up on your customer’s bank account.
Refund Reports
You can access reporting that shows all refunds.
In the Weave Portal, select
Payments and then Refunds.
To help with your end-of-day and end-of-month reporting, use the quick date buttons along with the summary number on the right side of the screen to view the report and reconcile payments.
- In the Weave Portal select
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Payment Disputes: Definition and Your Available Actions with Weave
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
What Disputes Look Like with Weave
Weave gets a notification of a disputed transaction from our partners. Weave’s Payment Team verifies the transaction, reviews the reason, and gathers all the transaction details. They create an email notification and send it to the email associated with the Stripe Express Account that took the transaction. Learn how to find the email associated with your Stripe Express Account.
Weave then prepares a basic response for the card issuer with the information gathered about the disputed transaction (working under the impression that the transaction is valid). If there were any errors in the Weave System associated with the transaction, we may also prepare a statement about the error. Weave will then wait for your office to reply to the notification with details how they would like to proceed.
Your Obligations
You are ultimately responsible for the resolution of chargebacks or disputed transactions and any loss associated with them. You are responsible for taking action to avoid disputes and preventing fraudulent charges. Weave has guidance on preventing and resolving chargebacks and will assist you throughout the chargeback process. If a chargeback occurs, Weave notifies you via email to the primary email address on your Stripe account. You are responsible for monitoring your email and responding to chargeback notifications. For more information please review Weave's Terms of Service.What is on the Dispute Notification Email?
The notification email has all the information Weave can provide to you about the dispute.
You can find the amount and date of the original transaction that is being disputed in the notification. This will help you locate the transaction in the Weave Portal. Learn how to find transactions.
Note: The bank does not usually provide the cardholder's name nor do they know the name you charged the transaction to, so you will not find that info on the notification. Weave will attach the receipt from the transaction when available.
You will also find the amount being disputed on the notification. This is not always the same as the amount of the original transaction. The cardholder may dispute any amount up to the full amount on any dispute including transactions that have been partially refunded. When a disputed amount is less than the full amount, the cardholder will have the option to dispute for the full amount at any point.
The reason that was provided for the dispute will also be on the notification. This is a generalized category. For instance, the cardholder may tell the bank "I don't know anything about this transaction. I don't remember making a payment for that amount and don't recognize the statement descriptor." The bank would generalize this as fraud and give that as the reason. You would find a statement on the dispute notification such as: "The cardholder is disputing this transaction stating that they did not authorize this transaction."
The notification will also include the date you must respond to the dispute before. This date will be the latest date that Weave can confidently have time to review any evidence you have provided and still submit before the dispute is automatically closed. Weave handles all dispute matters urgently and recommends you do the same. Responding quickly with all the evidence required may help resolve the dispute with a positive outcome, and build trust with the networks and banks.
Weave will include attachments of the transaction details, the receipt for the transaction, claim details, and any other relevant documents when available. You should carefully review every document attached.
The Claim Details is a document provided by the card issuer. Often it will contain a generic statement about the dispute and the reason behind it. The Claim Details may include other important information such as the bank’s questions to the cardholder about the dispute, what information the bank has verified, a contact from the card issuer, and (especially in unusual or escalated disputes) a more detailed explanation and/or the actual statement from the cardholder. This may help to understand the dispute.
Note: Due to the electronic filing system the card issuers are not required to include the claim details so they may not always be available
Learn what to do after you receive the notification email
Get started on your dispute counter
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Manage a Dispute Using Weave
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:
- Reading the notification and attachments carefully
- Using the information provided to locate the transaction on your Weave Portal
- Locating any additional information about this transaction with any other software your offices use
- Talking with the office staff to see if anyone remembers the transaction
You will then be prepared to continue the process:
Communicate with the Customer
Now you are prepared with all the information your office has about the transaction, reach out to the customer. Always do this by email or text so you can later show the communication to the bank if needed. Don't worry if they do not respond or respond rudely. It is important to the card issuer that you attempt to contact the cardholder and show that your office is professional and willing to work with them to resolve disputes.
Keep your message simple and professional. Here's an example:
{Hello, This is Linda from your dental office. We have been notified that your last payment for Jacobs cleaning made on Jan 1st for $189.17 was taken back by your bank due to “the product being unacceptable”. What happened and how can we make this right?}
However you format it, make sure you include the important highlights:
- The amount of the payment and the date it was taken
- The service/good and who it was provided to
- The dispute and reason for it
- Most importantly, ask or offer to help
Allow some time for the cardholder to respond. If you have not heard back within 24 hours, try giving them a call or quick follow-up.
Find a Resolution
When you get a hold of the cardholder, keep the conversation solution-based. Listen to them intently and validate their concerns. Inquire if they have any suggestions to fix the issue that your office could accommodate. Avoid countering their accusations or defending yourself, but don't be afraid to define your needs. If your office has expenses related to goods or services, be sure to explain them.
Offering to exchange a product or redo a service may not always bring an immediate profit but will help to build a more positive customer relationship and can pay off in the long run. If an honest mistake was made, or you are not able to offer what is wanted, returning the funds is only one option. You can offer other products or services. You can offer credits or vouchers for future products or services. You may also want to consider a re-negotiated price.
For instance, if the reason for a dispute is “Product Unacceptable” and the client claims “your service made things worse not better,” you could respond, "We want to make sure all the risks are understood before we perform any service. We are very sorry that the outcome was not what you expected. We worked hard to meet your expectations. In this case, because we could not meet your expectations, our office would be willing to offer 50% off the balance." Although this may not be the ideal solution, it may be better to recover some of the funds and some of the client's trust.
Note: Because the cardholder already disputed, if a resolution is agreed upon you will need to take some additional steps and precautions:
- Get the cardholder to sign (or acknowledge in text/email) an agreement stating that they will withdraw the dispute
- Email that to Weave on the same email thread as the notification
- Ask the cardholder to contact the bank and withdraw the dispute
- Keep in mind the bank has the money, and they have already taken it back once
The dispute may still take months to be decided and you have no guarantees of winning the dispute
Make a Decision
A dispute has only two options. You can accept the dispute and allow the card issuer to keep the funds to return to the cardholder. You can counter the dispute, by asking the card issuer to return the funds to you.
Accept a Dispute
This means you will not contend the dispute or provide evidence to counter the dispute in any way. Essentially, you are not disagreeing with the chargeback, and the card issuer is free to take the money back from the transaction and return it to the cardholder. To accept a dispute, simply respond to the Dispute Notification Email that you would like to accept the dispute.
Pros:
- The dispute is resolved in short order
- The cardholder may receive the funds much faster
- Your office will not need to gather evidence or create a statement/narrative
Cons:
- When you “accept,” the dispute is immediately lost
- You can not undo this action
- Lost disputes count against the merchant
- Having a high number of lost disputed transactions can lead to increased costs for transactions, fees, and, in extreme cases, the loss of the ability to use card networks
- You will not have an opportunity to share your side of the story with the card issuer
- This may be seen as you agreeing to the reason for the dispute
Accepting the dispute can be a good idea in a few situations.
The amount of the disputed transaction may outweigh the cost of countering it.For example, if the amount of the disputed transaction is $10.00 and your office staff spends a total of an hour reviewing the information, contacting the patient/client/customer, and gathering the evidence to counter the dispute, you may spend more paying the staff than you will make from winning the dispute.
You may not be likely to win the dispute.
For example, your patient told you they would be paying for the transaction “with their aunt's card,” and your office staff ran the payment without ever contacting the cardholder, or you did not have the cardholder sign agreeing to pay for the service, all the evidence you have will not match the cardholder, so the bank may not decide in your favor no matter how much evidence you have.
You believe some form of fraud was committed.
For example, a regular client contacts you through email or text and purchases a product or service, but when you speak with the client in person, they report they did not request the service. It can be frustrating to lose money because of fraud, but the card network will not return the funds to you if the cardholder was not aware of or did not agree to the charge.
The reason for the dispute is correct.
If the customer has already repaid you for the disputed amount, it is best to ask that they withdraw the dispute. There may be times when you have already been repaid, and it does not make sense to counter the dispute.
Counter a Dispute
This means you disagree with the dispute and will contend for the funds. In order to counter a dispute, you will need to respond to the Dispute Notification Email with evidence, statements, and narratives.
Pros:
- You may be able to win the dispute
- This is the only way you can get the funds back from this transaction, though losing a dispute does not prevent you from collecting the funds by other means
- You will have an opportunity to submit your side to the card issuer
- Winning a dispute removes the negative effects from the merchant and helps prevent additional cost for transactions and fees
Cons:
- You have no guarantee of winning, meaning you may do more work to reclaim money already due to you and still not get the funds by this means
- You will have to prove to the card issuer (who is already predisposed to favor the cardholder) that you are due the funds, and the reason for the dispute is invalid
- Disputes are lengthy, and it may be 90 days or longer before you know if you won or lost and regain any funds
You should be countering every dispute where you:
- Do not agree with the reason for the dispute
- Provided goods or services and are entitled to the transaction as fair compensation
Learn how to Counter a Dispute