FAQs for CS Pay

Here are some Frequently Asked Questions related to CS Pay.

Q1: How often are CS Pay payments deposited into my bank account?

A1: CS Pay transactions are deposited the next business day after the transaction date (mostly around 2 PM EST).

Q2: How will CS Pay transactions appear on my bank statement?

A2: The settlement description will start with "Good Methods Global".

Q3: How long does it take for refunds to process through CS Pay?

A3: Refunds typically take 4-5 business days, though it can take up to 40 days in rare cases. An email will be sent to the practice users if a refund fails.

Q4: How can I disable Patient Portal payments and use CS Pay only for Text-to-Pay?

A4: Navigate to Practice Settings > Portal > Patient Portal > Configuration. Edit the settings to disable payments and Save.

Q5: How do I remove a card on file for a patient? (How do I remove a saved card (COF-CS) label from a patient's account after a payment plan is terminated?)

A5: COF-CS tag is a system flag and cannot be removed manually. Delete the saved card from the patient’s account, and the COF-CS tag will be removed automatically.

Q6: Can I refund a partial amount from a check payment?

A6: Yes. Partial refunds from check payments will be processed as ACH transactions.

Q7: How can I correct a payment processed under the wrong patient?

A7: There is no provision to transfer the receipt. You will need to delete the incorrect receipt. Create a new receipt in your PMS, and reference the CS Pay transaction ID to track the payment history. Delete the wrong receipt.

Q8: Are there penalties if I do not process more than a certain transaction amount with CS Pay?

A8: There are no penalties for low transaction volumes. However, to receive a free terminal, you must process at least $3,000/month. Otherwise, the terminal can be purchased for approximately $300. 

Please note that Denovos are wavered from this for 3 months and it is not mandatory for the practices to use the terminals for processing transactions through CS Pay.  They have the option to collect payments through card-not-present transactions (keying in card details) as well.

Q9: Who handles CS Pay demos?

A9: The Sales team manages CS Pay demos. You can schedule one here: CS Pay Demo

Q10: Who should I contact to learn more about CS Pay Membership Plans? (A dental practice is already signed up with CSPay. They are interested in learning more about the Membership Plans feature - whom should I refer them to for the same?)
 

A10: All membership plan demos and sign-ups go through our sales team. Contact them for more information.

Q11: How can I track CS Pay payments? (How do I reconcile payments made after business hours or on weekends?)

A11: You can filter and view transactions through the Payment Transactions list or the All Transactions tab in the CS Pay portal. You will also receive notification of the payments made via Text to pay, Patient Portal in the PMS for easier tracking.

Q12: How can I use CS Pay for both dental and cosmetic payments if I want to deposit them into separate accounts?
A12: Please contact our support team for guidance on setting up different workflows to manage separate accounts.

Q13: What happens if a patient disputes a charge?

A13: You will receive an email notification of a chargeback. You can then mark the receipt as NSF in your CareStack PMS. For reference, these steps will be mentioned in the chargeback notification email as well.

Q14: Can I transfer saved card/token information from another platform to CS Pay?
 

A14: Yes, though there may be associated costs, which can be discussed on a case-by-case basis. 

Q15: A client entered the wrong business name during onboarding. What should they do?

A15: The business legal name can be edited after uploading the correct documentation. Please raise a ticket with our support team for assistance.

Q16: How long does the onboarding process typically take? How long does it take to receive CS Pay terminals after signing up?

A16: It typically takes around 3-5 business days to set up CS Pay depending on the verification timeline. Delivery typically takes 3-5 business days, depending on the verification timeline of the payment processor.

Q17: Will changing my CareStack URL require me to go through the CS Pay onboarding process again?

A17: No, as long as your Account ID remains the same, your existing merchant accounts will continue to work.

Q18: Can I manually enter card details if the terminal swipe fails?

A18: Terminals do not support manual card input, but you can key in the card details through the virtual terminal in your PMS.

Q19: Does CS Pay support Apple Pay? (Can patients use Apple Pay or other digital wallet solutions?)

A19: Yes, but currently a terminal device is required to process Apple Pay transactions. However, card details from Apple Pay cannot be tokenized for future use.

Q20: Can I unlink a card from a patient's account?

A20: Yes, you can delete a saved card by navigating to Payments > Add New Payment > Select Card Payment > Pay with CS Pay > and click the Delete icon next to the saved card.

Q21: What types of payment terminals are available, and what are their features?

A21: Our Recommendation

We recommend the Castles S1F2 for most dental practices. It offers more features at a better price point, including a built-in printer, a larger display, and wireless connectivity options. 

Castles S1F2 - Recommended Choice ⭐

Feature-rich solution with excellent value

Key Advantages:

• Built-in printer for immediate receipt printing
• Large 5.5" touchscreen for easy viewing
• Multiple payment methods (credit/debit cards and e-wallets)
• Wireless connectivity (Wi-Fi and Bluetooth)
• Long-lasting replaceable battery
• Optional camera and barcode scanner
• Ability to save cards on file for recurring payments

How These Compare to Traditional Payment Solutions

Improved Features

1. Faster Processing: Both terminals offer quicker transaction times compared to older systems.
2. Better Security: Enhanced encryption and security features protect your patients' data.
3. Modern Interface: Touchscreen functionality makes transactions more intuitive.
4. Future-Proof: Regular software updates keep you compliant with payment regulations.

Common Pain Points Solved

• No more paper jams (Castles S1F2's modern printer design).
• Reduced transaction errors thanks to clearer interfaces.
• Better reliability with modern connectivity options.
• Simplified end-of-day reconciliation.

Making Your Choice

Choose the Castles S1F2 if you:

• Want our recommended solution.
• Need to print receipts directly from the terminal.
• Want flexibility with wireless connectivity.
• Process many recurring payments.
• Prefer a larger screen for better visibility.
• Need mobile payment processing within your practice.

Technical Specifications

Feature	Castles S1F2
Screen Size	5.5" touch display
Dimensions	167mm × 80mm × 44mm
Weight	495g (1.09 lbs)
Connectivity	Wi-Fi, Bluetooth
Printer	Yes
Battery	5840mAh (replaceable)
Memory	16GB flash & 2GB RAM

Kindly contact CS Pay Support for more details.

Q22: Is it possible to capture patient signatures on payment terminals?

A22: Yes and No. 

Yes for signing the card on file agreement while using the terminal. 

No for general use (signing other agreements).

Q23: Can I disable certain payment methods (e.g., AMEX) due to high fees?

A23: Yes, please raise a support ticket or directly write to us at [e-mail] and we will need do the needful based on your confirmation.

Q24: Can I set up recurring payments or payment plans for patients?

A24: Yes, recurring payments/payment plans are supported by CS Pay.

Q25: What kind of customer support is available if I encounter issues?

A25: You can share your concerns with the dedicated CS Pay Support team or your Account Manager.

Q26: How secure is the payment processing system?
 

A26: We are PCI and HIPAA Compliant and work with world’s top payment processors to ensure security and safety of the payments being processed.

Q27: A dental practice is no longer utilizing CS Pay. They stated that while they were using CS Pay there was a patient they set up a payment plan for and they want to obtain the card information for this patient as the patient is now overdue. Would it be possible to obtain the credit card information for this patient?

A27: The practice can use the saved card to retry the failed payment after re-enabling CS Pay to take the payment.

Q28: Saved Card has expired for the patient, why is it still showing up as eligible to make transaction?

A28: The card can be still used to attempt a payment, if successful, the new card details will be auto-updated otherwise an error toast message will appear on the screen.

Q29: Is there the ability to remap payment plans to CS Pay so they do not have to call all of their patients who are currently on payment plans to try and get new payment agreements/credit card information? (If this is not currently possible, they will delay onboarding CS Pay until some of their payment plans phase out, so to avoid inconveniencing their patients).

A29:

Token Migration Process

Initiate Token Migration with Current Payment Provider:
The practice must contact their current payment provider to initiate token migration. This provider will need to collaborate with Adyen to facilitate this process.

Provider Prepares Tokens for Conversion:
The current payment provider will work with Adyen to convert the existing tokens to a format compatible with CSPay. Note that any costs associated with this migration will be the responsibility of the practice.

Onboard Practice on CSPay:
Before migration, the practice must be fully onboarded with CSPay, including the creation of necessary merchant accounts.

Assign Tokens to Merchant IDs:
Carestack’s development team will coordinate the mapping of converted tokens to the appropriate merchant IDs associated with the practice’s CSPay accounts.

Final Migration Day:
On an agreed-upon date, Carestack will switch the tokens tied to active payment plans in the system. This allows patients to continue their payment plans seamlessly without interruption.
The process does not require any engagement with the patient but this process is generally worthwhile if the practice has a high volume of active payment plans.

Q30: What type of receipt paper do I need to buy for Terminal devices received?

A30: CS Pay Card Terminal Paper Roll - Size: 57 x 40 mm, Type: Thermal paper rolls.

Q31: While setting up the new terminal received, the screen is prompting a PIN, the office does not have this information. How can I resolve this issue?

A31: Settings passcode, Transaction list passcode will be sent to the practice user via email by CS Pay support team.

Q32: How can I get signed up for CSPay?

A32: To get signed up for CSPay, you can directly book a call with our sales team through the following link: https://meetings.hubspot.com/nperry/cspay-demo 

Q33: Can I get more information or assistance regarding CSPay?

A33: Yes, you can book a call with our sales team using this link https://meetings.hubspot.com/nperry/cspay-demo to get all the information and support you need.

Practices can use this guide to quickly access commonly asked questions and answers. For any further inquiries or clarifications, please feel free to contact our support team.