General

• How is Stripe involved in Practice Better Payments?
• How is Practice Better Payments different from a Standard Stripe account?
• Who can sign up for a Practice Better Payments account?
• How do I sign up for a Practice Better Payments account?
• If I currently have Stripe integrated, how do I sign up for a Practice Better Payments account?
• Can I use my existing Stripe account with Practice Better?
• Can I migrate payments and transaction data from my Stripe account to Practice Better Payments?
• What payment methods can I use with Practice Better Payments? 
• Does Practice Better Payments accept international payments?
• Can I migrate from my existing Square account to a Practice Better Payments account?

Rates & Fees

• What payment processing rates will I be charged if I use Practice Better Payments?
• I heard about a promotional rate being offered on payment processing fees. Could you tell me more?
• Will my transaction fees be refunded if I need to process a refund to my customer?
• Will my customer be charged a fee for requesting a refund?
• How will I be charged for processing fees?

Practice Better Payments Terminal Reader

• Why should I consider using a reader?
• What reader can be paired with Practice Better?
• How do I order a reader?
• Will the reader work if I’m offline?
• What countries will readers be available in?
• Can I save credit cards on file if a customer pays using my reader?

Security

• Is Practice Better Payments fully secure? Is it compliant with PCI requirements?
• Will Practice Better store my clients’ card and payment data?
• Someone from Stripe’s underwriting team has contacted me about my new Practice Better Payments account. What’s this all about?
• Stripe’s security team has restricted my Practice Better Payments account and contacted me for additional information. What’s going on?

Transactions & Reporting

• Where can I see my transaction history and the processing fees I’ve paid?
• What is a chargeback?
• How will I be notified of a chargeback, and how do I respond?
• Why was my customer’s transaction declined?

General

Q: How is Stripe involved in Practice Better Payments?

A: Practice Better Payments is powered by Stripe. That means the underlying infrastructure for the payment features we provide is handled by Stripe.

Stripe handles the secure processing, transmission, and storage of sensitive payment information. Practice Better itself doesn’t capture or store this information.

Our partnership with Stripe allows customers to have their own Practice Better Payments account as a sub-account in their core Stripe account. So any transactions processed by Practice Better Payments will be separate from those processed by the customer’s other Stripe accounts. This separation is particularly helpful if you’ve integrated your Stripe accounts with other platforms, so you can keep all your payment processing data safe and secure.

Q: How is Practice Better Payments different from a Standard Stripe account?

A: Here are the main differences between your standard Stripe account that has been linked to Practice Better and Practice Better Payments:

• With your standard Stripe account, you need to log into Stripe to view account and transaction-related information.
• With Practice Better Payments, you can view all of this information in Practice Better through the Payments Dashboard.
• You can apply for a Practice Better Payments account directly through Practice Better from the 3rd Party Integrations page.
• Practice Better Payments offers a fully integrated terminal reader for in-person payments. Learn more.
• The Support team at Practice Better can help answer any Practice Better Payment-related questions because of our in-house subject matter expertise and close working relationship with Stripe.
  

Q: Who can sign up for a Practice Better Payments account?

A: Any Practice Better customer located in a country where Stripe is supported can sign up for a Practice Better Payments account. A list of countries where Stripe is supported globally can be found here. 

Q: How do I sign up for a Practice Better Payments account?

A: It’s easy to sign up for Practice Better Payments. This help article will walk you through the steps.

Q: If I currently have Stripe integrated, how do I sign up for a Practice Better Payments account?

A: If you currently have Stripe integrated with Practice Better and would like to switch to Practice Better Payments, please contact our Support team for assistance and next steps. 

Q: Can I use my existing Stripe account with Practice Better?

A: No. You’ll get a new Stripe account when you sign up with Practice Better Payments, which will differ from your existing Stripe account.

Q: Can I migrate payments and transaction data from my Stripe account to Practice Better Payments?

A: No, migration of payments and transaction data from an existing Stripe account to Practice Better Payments is not possible, as Stripe does not allow this data to be ported between accounts.

You will, however, be able to migrate credit card information you’ve previously collected from your clients to collect future payments using Practice Better Payments.

Q: What payment methods can I use with Practice Better Payments? 

A: You can use Practice Better Payments to process online payments by credit card, debit card, HSA/FSA cards, Apple Pay, and Google Pay. For in-person payments, you can use the Practice Better Payments reader to process payments by credit card, debit card, Apple Pay, and Google Pay.

Learn more about all the ways you can process payments with Practice Better Payments. 

Q: Does Practice Better Payments accept international payments?

A: Yes, you can accept payments from clients outside your country with Practice Better Payments.

Q: Can I migrate from my existing Square account to a Practice Better Payments account?

A: Yes! If you are interested in migrating, please reach out to the Practice Better Support team with this request and we will get back to you as soon as possible.

Rates & Fees

Q: What payment processing rates will I be charged if I use Practice Better Payments?

A: There are no setup fees, monthly fees, minimum fees, or any hidden charges with Practice Better Payments.

The payment processing rates for Practice Better Payments will be the same as those charged by Stripe, depending on the country in which you are located. Country-specific payment processing rates can be found here.

Q: I heard about a promotional rate being offered on payment processing fees. Could you tell me more?

A: When you sign up for Practice Better Payments for the first time, you'll enjoy a special promotional discount of 0.05% + $0.05 off your payment processing rate per online transaction for the first 60 days. After that, standard rates per online transaction will apply.

Q: Will my transaction fees be refunded if I need to process a refund to my customer?

A: No. Processing fees collected by Practice Better are not refunded. 

Q: Will my customer be charged a fee for requesting a refund?

A: No. Your customers won't be charged any fee by Practice Better for processing a refund.

Q: How will I be charged for processing fees?

A: Processing fees will be automatically deducted from each transaction. They won't appear on your Practice Better subscription invoice. To see the fee for a particular transaction, go to the Transaction History tab inside your Practice Better account, and choose the transaction.

Practice Better Payments Terminal Reader

Q: Why should I consider using a reader?

A: There are several reasons to consider using the Practice Better Payments reader:

• It can be paired with your Practice Better software to provide an integrated in-person payment experience. At checkout, when you select Front Desk Reader as the payment method, the amount due will automatically display on the reader - no manual entry or reconciliation is required.
• It supports tap, chip, chip & PIN, and swipe-enabled transactions, Google Pay, Apple Pay, as well as Interac in Canada and eftpos in Australia.
• It can be used to securely store card information for future use (paperless invoices, installment plans, recurring fees, etc.) via tap, chip, or swipe.
• Transactions processed on the Practice Better Payments reader are less expensive than online transactions.

Learn more about the Practice Better Payment reder.

Q: What reader can be paired with Practice Better?

A: The BBPOS WisePOS E, a widely used countertop reader, can be paired with Practice Better after you’ve set up your Practice Better Payments account. This reader is the only one available through Practice Better Payments.

Q: How do I order a reader?

A: You can order a reader by following the instructions here.

Q: Will the reader work if I’m offline?

A: No, you must be connected to the internet to use a reader.

Q: What countries will readers be available in?

A: Readers will be available in any country that Stripe ships to. You can find the complete list of countries here.

Q: Can I save credit cards on file if a customer pays using my reader?

A: Yes! When a customer pays you using your Practice Better Payments reader, you can securely save their card information for future use via tap, dip (chip) or swipe.

Security

Q: Is Practice Better Payments fully secure? Is it compliant with PCI requirements?

A: Practice Better Payments uses infrastructure provided by Stripe. Stripe is certified as fully compliant with the Payment Card Industry’s Data Security Standards (PCI-DSS) Level 1, the payment industry’s highest level of protection.

Practice Better Payments uses multiple layers of security to protect sensitive payment information. The payments tool is built using Stripe's API integration to manage the secure collection and transmission of payment data. Your buyer's payment credentials are encrypted and tokenized by Stripe to help ensure that unauthorized parties do not gain access to sensitive payment information.

Q: Will Practice Better store my clients’ card and payment data?

A: Practice Better will not store any sensitive credit card data. Sensitive card and payment information is only stored by Stripe.

Q: Someone from Stripe’s underwriting team has contacted me about my new Practice Better Payments account. What’s this all about?

A: Practice Better has partnered with Stripe to manage the underwriting process. To set you up on Practice Better Payments, we need to understand the types of products and services your business sells, your financial situation, and the potential credit risk of your business. This is a process called credit underwriting, and it exists to protect your customers.

In most cases, Stripe can complete this process automatically within one to two business days from when you first start using Practice Better Payments. Occasionally, Stripe may need to ask for more information from you or speak with you by phone to complete the underwriting process before they can activate your account.

When the underwriting process is complete, we will activate your account, and you can begin accepting payments.

Q: Stripe’s security team has restricted my Practice Better Payments account and contacted me for additional information. What’s going on?

A: Stripe may temporarily turn off your Practice Better Payments account when they need to perform an additional review of your documentation or risk profile. They must ensure your account is safe, secure, and free from malicious activity. 

Your account may be temporarily restricted because:

• Stripe needs to verify some additional information about your business.
• Stripe needs to review the risk of certain transactions due to suspicious activities such as fraud concerns, multiple failed payments, excessive refunds, or any other payment activity which are considered abnormal.

Either way, your payouts will be automatically paused until the review is complete.

If your account is restricted and you need help, please contact the Stripe Support team.

Transactions & Reporting

Q: Where can I see my transaction history and the processing fees I’ve paid?

A: To see the fee for any transaction, go to the Payments & Disputes tab of your Payments Dashboard. Learn more.

Q: What is a chargeback?

A: A chargeback is a reversal of a card-based transaction. It’s a manual refund from you, the seller, to your customer, the buyer. Chargebacks happen when a buyer disputes a charge by contacting the bank that issued their credit or debit card. The cardholder’s bank will either dismiss the case and inform the cardholder that the charge is valid, send an inquiry to the seller to investigate further, or decide the customer’s claim is correct and issue a chargeback.

Cardholders can initiate chargebacks only for specific permitted reasons, including fraudulent payment, duplicate or incorrect transaction amounts, non-receipt of goods or services, or receipt of defective goods or services from the seller.

In most cases, the cardholder must initiate the chargeback within 120 days after the original transaction.

Use the Status filter in the Payments & Disputes section of the Payments Dashboard to check for Disputed transactions regularly to ensure your business responds quickly and provides evidence refuting illegitimate claims. Learn more about disputes and chargebacks, including how to prevent them, here: Ways to prevent chargebacks.

Q. How will I be notified of a chargeback, and how do I respond?

A: Stripe’s team will contact you and notify you by email, along with details on how to respond to the chargeback.

Q. Why was my customer’s transaction declined?

A: Transactions may be declined for several reasons, such as insufficient funds, incorrect billing information, or an incorrect account number.

If a customer’s transaction is declined, you can ask them to verify that the payment details entered in the checkout screen are correct or ask them to try an alternative payment method. You can also suggest they contact their card-issuing bank to see if there are any issues with their account.