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Prepayments and Prepayment Refunds
What is Nordhealth Pay?
Nordhealth Pay is a payment platform that is integrated with Provet Cloud. It allows processing point of sale (POS) payments using payment terminals (optional) and using various e-commerce payment methods. The integration allows users to initiate and manage payments from Provet Cloud, drastically reducing the manual tasks needed for processing payments.
Nordhealth Pay, just like Provet Cloud, is developed by Nordhealth. Our payment processor is Adyen.
Setup Process
A Nordhealth Pay specialist will guide you through the Nordhealth Pay setup process.
Overview of the setup process:
- Introductory meeting between the client (you) and a Nordhealth Pay specialist.
- Client's decision about using terminals and other features.
- Signing the agreement.
- Client onboarding - input is needed from the client about a number of details related to the client and their business.
- Payment terminal onboarding (optional) - shipping, setup, etc.
- Final verification - checking that everything is working as expected.
Daily Use
Payment Options
In Provet Cloud, various types of payments can be handled with Nordhealth Pay:
- Counter sale invoices
- Consultation invoices
- Prepayments
- Health plan payments - both one-off and recurring payments
Available technical payment types:
- Card swipe - using the traditional card payments with a physical payment terminal.
- Card on file - tokenized payments where the shopper's (Provet Cloud client, animal owner) payment card info is saved in the system, categorised as a point-of-sale payment. No physical card is needed.
- Online payments - ability to pay by an online link.
- Mail order/Telephone order (MOTO) payments.
A number of payment methods are available:
- Visa
- Mastercard
- American Express
- Diners Club
- JCB
- Maestro
- UnionPay
- Discover
- Apple Pay
- Google Pay
- Klarna
NOTE: Visa and Mastercard are enabled by default. To enable other payment methods, please contact Provet Cloud support.
For more information about the available payment methods, see Payment Methods.
Payments and Refunds
Payments can be initiated from counter sale and consultation invoices, when adding prepayments and when starting health plan subscriptions.
Payments can also be refunded from Provet Cloud. Refunds from Provet Cloud can also be disabled if needed.
The shopper can also initiate a so-called chargeback/dispute.
As mentioned above, payments can be done by card swipe, by using an online link or by using the MOTO method.
See Payments and Refunds, Online Payments (Pay-by-Link) and Mail Order/Telephone Order (MOTO) Payments.
Prepayments and Prepayment Refunds
Prepayments can be taken and refunded with Nordhealth Pay options.
See Prepayments and Prepayment Refunds.
Tokenization
Tokenization refers to the process where the shopper's cardholder data is stored in the system as a token. This token allows for making future payments without a physical payment card.
Cardholder data - the card number, CVV/CVC, and the cardholder name - is sensitive information that is stored in a secure format and is not available to Nordhealth or the clinic/business.
Tokenization is available as a workflow option when taking payments in Provet Cloud. If a Provet Cloud user chooses not to tokenise their card, they can still choose the option during the process.
Tokenized cards are listed on the Billing tab of the client's (shopper's) page in Provet Cloud. Provet Cloud users can also add or remove cards from that section.
See Card On File Payments (Tokenization).
Recurring Payments
With recurring payments, you can receive regular payments from your shoppers. This is commonly needed when using health plans. From the shopper's perspective, it is like subscribing to an online service such as Netflix, Spotify, etc.
Recurring payments require a tokenized card (see above). Currently, all recurring payments are credit and debit card payments, but more payment methods will be introduced in the future.
See Recurring Health Plan Payments.
Payouts to Your Account
A 'payout' is a process of transferring money to your bank account and usually takes around two days, starting from the initial payment.
- When a shopper pays, the payment is taken from their bank account. This usually happens right away or during the same day.
- After midnight, the payment will be included in your Nordhealth Pay reports. Note that the payments will be included in your Provet Cloud payment-related reports right after the shopper payment.
- In the morning hours of the third day, the payout will be initiated.
- The actual time when the money arrives in your account depends on bank-to-bank transfer delays, which can vary (usually 0-2 days after payout is initiated).
The payout will be part of a daily batch per account. Typically, there is a POS (point of sale) and ECOM (e-commerce) account for each department (location, clinic). Note that there are no payouts on Sundays and Mondays, meaning that payments done on weekends will be paid out on Tuesdays.
A transaction fee will be deducted from each payout, see the next section below.
Transaction Fees
Nordhealth Pay used a transaction fee model called Interchange++.
When a card transaction is processed, there are four cost components:
- An interchange fee goes to the company that issued the card.
- A card scheme fee goes to card schemes such as Visa, Mastercard or Amex.
- A processing fee goes to the payment processor (Adyen).
- A Nordhealth fee goes to Nordhealth, the provider of Provet Cloud.
All fees are deducted from your shopper's payment. As an example, if a shopper pays 100 €, and the sum of fees would be 1 €, you would receive 99 € to your account.
Specific rates are shown in your Nordhealth Pay agreement.
Monitoring and Reports
You can keep an eye on transactions and other results as well as view the status of any devices using a monitoring and reporting portal. For further instructions, see Monitoring and Reports.
Customisation Options
In general, the Nordhealth Pay workflow is fixed, but there are some options to modify the client (shopper) messaging.
See Payments and Refunds, Online Payments (Pay-by-Link), Card On File Payments (Tokenization).
Troubleshooting
If something is not working correctly, there are several troubleshooting steps you can take. Support is also provided by Provet Cloud.
See Troubleshooting and FAQ for assistance.
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