Explore the CS Pay Portal Features – CareStack: User Resource Center

CS Pay is an integrated merchant processor within CareStack that allows practices to process payments, including ACH (Automated Clearing House) and Check Payments, directly through the CareStack application. It is a convenient way for dental practices to manage their transactions that supports tokenization for Check Payments, enabling users to save bank account details for patients paying with this method.

Signing up to be enrolled for the CS Pay payment gateway service is quick and easy. To get started, offices must create a new Merchant Account within the CS Pay Portal. Let's learn about Creating a CS Pay Merchant Account, Using Deposit Reports, Viewing All Transactions, and Managing Disputes.

Let's get started!

To access the CS Pay Portal:

Navigate to the System Menu > select CS Pay under Billing.

Note: To view and access the CS Pay Portal; make sure you have enabled your access to log in to CS Pay via Practice Settings > Administration > Users > select the desired User profile > navigate to Login Details on the left > checkmark the CS Pay option > select Save.

Create a Merchant Account

Perform the following steps to create a new merchant account.

Click Account Information > + Create New Account.

The merchant onboarding or account creation process has four steps:
1. Company Info
2. Owner Info
3. Banking Details
4. Review And Submit

1. Company Info

Enter the required Company Information. Check below for a description of the items.
- Business Legal Name: The business name that would match the name in Internal Revenue Service records. It is also the name used for filing taxes.
- DBA Name: The name that you would like to see on the receipts and bank statements.
- Business Physical Address: The physical address of the business. This field requires the actual location of the practice and therefore would be the location where the terminal will be sent.
- Business Legal Address: The address where your practice has been registered.
- Business Start Date: The date when the company was first filed. If an exact start date is not known, then an approximate start date would also suffice.
- Tax Identification Number: The Federal 9-digit EIN (EIN - Employer Identification Number) which is a unique identifier assigned to a business entity for easy identification by the revenue department.
- Company Type: The type under which the company falls.
- Website: Add the Merchant website if needed in the following format: https://www.example.com.
Click Save & Next.

2. Owner Info

Enter the required details of the beneficial owner(s).
The mandatory details include the Name, Job Title, Residential Address, Contact Information, Date of Birth, Social Security Number, and Percentage of Ownership.
To add another beneficial owner, click +Add Beneficial Owner.
Click Save & Next to proceed.

Note: The beneficial owner(s) should own at least 25% or more of the company share.

3. Banking Details

Enter the Details of the bank where you want the processed funds to be deposited. The details include the Routing Number, Account Number, and Name on Account.
Click How to Upload Document to know more about document uploads.
Click Documents we cannot accept to view the list of unsupported documents.
Click Learn More for further information on document upload requirements.
Click on Browse to upload documents from the system or, drag and drop the intended file to the specified box, to add any additional supporting documents such as previous processing statements and void checks.

Note: The maximum file size is 2 MB. The supporting file types are JPEG, JPG, PNG, or PDF.

Click Save & Next to save your changes and continue.

4. Review And Submit

Review and verify all the entered details.
As you scroll down you will find the Company Details.

As you scroll further down you will find Beneficial Owner Information, Banking Information, and Supporting Documents.
To edit any of the information, click Edit beside the required section.

After making changes, click Save & Review to proceed.

Checkmark the Terms & Conditions Agreement statement at the bottom of the page after reading it.
You can click on the Sub-Merchant Agreement, Pricing Details, and PCI hyperlinks to review them.
Once you have reviewed it, click Submit.

Note: The process of creating a new Merchant Account will be completed after this step. It will take between 24 to 48 business hours to verify and approve your application.

Resubmit Pending Applications

Some applications might be reverted due to some corrections required from the user's end. In that scenario, you can recheck and resubmit by performing the following steps.

Navigate to Account Information.

Here, you will find merchant accounts listed with the following information:
- Merchant ID
- Business Legal Name/DBA Name
- Enrollment Completed On
- Underwriting Status
- Merchant Status

The underwriting status determines which stage the approval process is currently at.

You can see the statuses to be either Approved, Paused, or Conditionally Approved.
Locate the intended application that has the Underwriting Status as Conditionally Approved.
Hover over the triangular cautionary sign, next to the Conditionally Approved to view the action required.
To make changes, click Review & Resubmit.

A highlighted banner on the top will display the action required necessary for resubmission.

Click Edit beside the intended section and upload the required documents.

Click Learn More to view the relevant documentation to understand more about supporting documents.
Once completed, click Save & Review. This will take you back to the submission page.

Review all details and click Submit.

Manage All Transactions

CareStack offers its users the ability to utilize the integrated CS Pay Portal to keep tabs on the life cycle of transactions made via the CS Pay merchant processor.

Let's take a look at the All Transactions tab within the CS Pay Portal.

Navigate to All Transactions.

Select the Merchant ID.
Select the transaction Period to display the corresponding transactions.
- Pick your preferred Start and End Date, or
- You could also choose WTD (Week to date) or MTD (Month to Date).
- You also have the flexibility to view transactions up to the Last 30 days, Last 14, or Last 7 days.
- Select ‘Yesterday’ if you would like to filter out transactions from the previous day that are within the time range of 12 am to 11:59 pm.

Note: Please remember the suggested time range is relative to the system time zone of the user who has logged in.

To export your transaction data, click Export in the top right corner.

On the export modal,

Click Cancel Export, to cancel the export.
Click Print as PDF, to print your transaction data.
Click Download as XLSX, to download as an XLSX file.

The 3 boxes namely Total Transactions, Collections & Refunds present the cumulative data of transactions processed via Card and Check for the selected Merchant ID and Period.

Right below the boxes, you will see individual transactions listed out in a grid-based layout with specific column headers:
- Merchant ID: The unique identifier assigned to the merchant.
- Transaction ID: The unique transaction ID to track transactions.
- Date/Time: The date and time of the transaction.
- Customer Name: The Patient's Name.
- Amount: The transaction amount in dollars.
- Payment Source: The type of payment source Online or POS.
- Payment Category: The type of bank card processed for the transaction.
- Network: The network of payment like the VISA, MasterCard, Discover, ACH, etc.
- Status: The current transaction status such as Approved, Declined, Refunded, Authorized, Partially Refunded, or Voided.

Tip: Selecting View opens the individual Transaction Details slider and lets you take action if you would like to Refund the patient or Print Receipt for the patient which includes additional key details such as authorization code, username, etc.

To refund a transaction, click View.

Click Refund. The related funds will be reversed off the corresponding individual codes that were recorded within the PMS.
To print the receipt of the Transaction Details, click Print Receipt.

For example, if it is Partially refunded, you can select View and see transaction details.

Here you can view the refund status and the previous transaction history.

Dispute Management

The Dispute Management section of the CS Pay Portal provides a comprehensive view of all transactions that have been disputed by a patient's issuing bank over a credit or debit card transaction.

Here are a few examples wherein a patient (cardholder) may initiate a dispute:

Noticing a fraudulent transaction.
Twice debited for the same transaction.
The transaction was processed but not as intended, etc.

When patients refute a transaction that has been made on their card, their issuing bank files for a chargeback, which will be approved or rejected based on the verification of the evidence. On the practice's side, relevant documents are uploaded to verify and take appropriate action in the matter.

Perform the steps below to take action.

Navigate to Dispute Management.

Select the Merchant ID and Period.
All the disputed transactions will be visible on the grid.
To contest a dispute, click on Submit Evidence.

Upload the required documents and click on Submit Evidence at the bottom of the slideout.

If the evidence has been already submitted,

Click View on the corresponding line item to view transaction details.

On the Transaction Details slide-out, you can see the Dispute Code under the Dispute Details section.
The Submitted Documents will be displayed on the slider.
- Click on the file to download it.
Click Learn more to view the dispute code information and defence requirements.

Deposit Report

The Deposit Report section of the CS Pay portal provides practices with an overview of transactions deposited in the practice's account along with its unique identifying details for each type of payment whether card or check.

Note: The transaction amount for the day will reflect in the practice's account the next day, commonly referred to as, the 'Next Day Funding'.

Navigate to Deposit Reports.

Select the Merchant ID and Period. For the Deposit Report, the 'Period' refers to the batch processing period for generated reports.

You will see two tabs Merchant View and Transaction View.

Merchant View: The primary view shows consolidated deposit information per day. Used for high-level reconciliation and deposit tracking.

Once you have selected the Merchant ID and Select Period criteria, the system will retrieve the details as follows:

Deposit Date(s) of the deposited transaction for the chosen Merchant ID that falls within the selected period.
Merchant ID: The unique identifier assigned to the merchant.
Deposit ID: The deposit id
Bank Account: The bank account number of the respective merchant.
Gross Collection: The total amount of collections.
Fee: The transaction cost.
Net Collection: It is the Total Collection minus the Total Fee.

Transaction View: A detailed view shows individual transactions within each deposit. Accessed by clicking on a Deposit ID in the Merchant View.

On the transaction view, you can find

Deposit ID: The deposit id.
Transaction ID: Unique transaction id to track transactions.
Date & Time: The date and time of the transaction can be seen.
Network: The network of payment like the VISA, MasterCard, Discover, ACH etc.
Transaction Type: Refers to the payment type.
Gross Collection: It refers to the deposited transaction amount.
Fee: It refers to the transaction cost.
Net Collection: It refers to the amount of total Collection minus the total fee.

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Monthly Fee Statements

The Monthly Fee Statements section of the CS Pay portal provides practices with a detailed overview of Monthly transactions in the practice's account.

Navigate to Monthly Fee Statements.

Select the Merchant ID and Period.
- For the Monthly Fee Statements, the Select Period refers to the period for which you want to generate statements.

Note: You can select only one Merchant ID to generate the Monthly Fee Statements. The statement will be generated based on the selected month and year. If the current month and year are selected, the statement will include all transaction details up to and including today's date.

Gross Collection: The total amount of money collected from sales transactions before any deductions, such as fees/refunds/chargebacks.
Total Fees: The total amount of transaction fees deducted from the total collection for the day.
Chargebacks/Refunds: The reversal of funds from a transaction or the total amount of refunds processed.
Net Collection: The total amount of money deposited into the bank account after deducting all fees, refunds and chargebacks from the total collection.
To export your statement, click Export on the top right corner.

On the export modal,

Click Cancel Export, to cancel the export.
Click Print as PDF, to print your transaction data.
Click Download as XLSX, to download as an XLSX file.

Volume

Under the Volume table, you can find the details of the following such as:

Type: The payment network.
Sales Count: The total number of sales transactions processed during a specific period, such as a calendar month for Fee statements.
Gross Collection Amount: The total amount of money collected from sales transactions before any deductions, such as fees or refunds/chargebacks.
Refund Count: The total number of refund transactions processed during a specific period, considering both full and partial refunds separately.
Refund Amount: The total monetary value of refunds processed during a specific period, considering both full and partial refunds.
Chargeback Count: The count of chargebacks in case of disputes.
Chargeback Amount: The total monetary value of chargeback requests initiated by customers during a specific period.
Chargeback Reversal Count: The total number of transactions for which chargeback reversal happened during a specific period.
Chargeback Reversal Amount: The total value of chargeback reversals during a specific period.
Click on View Pricing Details, option on the right of the volume table, to view the pricing details.

The below illustrates how the Pricing Details modal appears.

Processing Fee

The Processing Fee table has the details of the following such as:

Type: The payment network.
Processing Fees: Fees charged by the payment processor for handling transactions, calculated as a percentage of the transaction amount.
Flat Rate Fees: Fixed fees charged per transaction, regardless of the transaction amount.
Misc Fees: Miscellaneous fees such as Chargeback Fee, Refund Fee for ACH, etc.
Total Fees: The total sum of all fees incurred by the merchant for processing transactions, including processing fees, flat rate fees, and chargeback fees.

Daily Deposit Summary

The Daily Deposit Summary table has the details of the following such as:

Deposit Date/Time: The date and time when funds from transactions are deposited into the merchant bank account.
Total Transactions: The total number of transactions processed on a particular day, including both positive (payments, chargeback reversals) and negative (refunds, chargebacks) amounts.
Collection: The total amount of money deposited into the bank account.
Fee: The total amount of transaction fees deducted from the total collection for the day.
Net Collection: The total amount of money deposited into the bank account after deducting all fees, refunds and chargebacks from the total collection.

Tip: You can use the Learn More option on the top right to view the Glossary for any reference related to the terminologies used within the system.

Practices can use this elaborate guide to create a Merchant Account and learn about the Deposit Report, All Transactions, Dispute Management & Monthly Fee Statements tabs in the CS Pay Portal.

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