General Migration Questions
- Will I need to recollect payment information from all my clients/patients to move to Practice Better Payments?
- Will my ability to accept/process payments or receive deposits be disrupted during the migration?
- Do I need to unlink my Square account from Practice Better before I start the migration process?
- Can I re-link to Square once I complete my migration to Practice Better Payments?
- What will my new settlement terms i.e. deposit/payout schedule be once I migrate to Practice Better Payments?
- How can I issue refunds for transactions processed through Square once I’ve migrated to Practice Better?
- I already have a discount on my software. When will I receive the free month of Practice Better software as a result of my migration to Practice Better Payments?
- How will the subscription discount be applied if I am the owner of a Team plan that has unmanaged billing?
- How can I migrate to Practice Better Payments if I am a practitioner but not the owner within a Team plan with managed billing?
- We have multiple practitioners at our business and use unmanaged billing. How can each practitioner move to Practice Better Payments?
- Should I pair my WisePOS E to Practice Better before the migration is complete or after?
General Practice Better Payment Questions
- Which payment service provider (PSP) underlies the Practice Better Payments solution?
- What information will I need to complete my Practice Better Payments application?
- What will my processing fees be with Practice Better Payments?
- What will my clients see on their credit card statements after I make this switch?
- Can I sell pharmaceuticals through my Practice Better Payments account?
The Migration Process
- What are all the steps I need to take to complete the migration to Practice Better Payments?
- Why does Square require a phone call to process the request to export my payer data?
- How long will the migration of my account information take?
- How can I check the status of my migration?
- What statuses will the Square Migration Tracker show?
- How will I know when the migration is complete?
- Why was card data for some of my clients not included in the export from Square and how can I recollect their card data on Practice Better Payments?
General Migration Questions
Q: Will I need to recollect payment information from all my clients/patients to move to Practice Better Payments?
A: No, we have created a migration process that streamlines the export and import of your payer data from Square to Practice Better Payments. We’ll do the heavy lifting.
Q: Will my ability to accept/process payments or receive deposits be disrupted during the migration?
A: No, there should be no disruption to your ability to continue processing payments or receive deposits during or after the migration to Practice Better Payments. The process we have created is designed to provide continuous processing and settlement throughout the migration process.
Q: Do I need to unlink my Square account from Practice Better before I start the migration process?
A: No. Your Square account will remain linked in your Practice Better practitioner portal while we export your client data so there are no interruptions to your payment processing during the migration. We will take care of unlinking your Square account from your practitioner portal once the migration is complete!
Q: Can I re-link to Square once I complete my migration to Practice Better Payments?
A: No, once you complete your migration to Practice Better Payments, you will not be able to re-link Practice Better to Square. The main reasons for this are that we do not have a pathway to migrate your payer data back to Square, and we do not plan to continue building onto or investing in our Square integration. Instead, we will be focused on making Practice Better Payments the best payment experience for our customers.
Q: What will my new settlement terms i.e. deposit/payout schedule be once I migrate to PB Payments?
A: You will receive daily deposits or “payouts” for transactions processed through your Practice Better Payments account 2-3 business days after they have been processed. These are Stripe’s standard payout terms. Payouts are only sent on business days, not on weekends or bank holidays.
Important note: Practitioners migrating from Square to Practice Better Payments will not be subject to Stripe’s initial payout delays. Initial payout delays are applied to all new Stripe accounts, however, Practice Better customers migrating from Square to Practice Better Payments are not subject to an initial payout delay.
If you do not receive your payouts (deposits) 2-3 business days after they were successfully processed, please contact the Practice Better Support team at help@practicebetter.io.
You can view and change your payout schedule within the Balance & Payouts section of the Practice Better Payments Dashboard. Learn more about how to view and adjust your payout schedule.
Q: How can I issue refunds for transactions processed through Square once I’ve migrated to Practice Better Payments?
A: Since the authorization code associated with each transaction is processor-specific, you will not be able to issue a credit card refund through Practice Better Payments for a transaction that was originally processed through Square.
That said, here are a few ways you can provide your clients with a refund:
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Create a coupon for the amount of the refund that your client can then use on a future purchase.
- Log into your Square account, issue a refund, and record the transaction as a write-off in Practice Better.
- Issue a cashier’s cheque or a certified cheque.
Q: I already have a discount on my software. When will I receive the free month of Practice Better software as a result of my migration to Practice Better Payments?
A: Since only one coupon can be applied at a time, we will manually add a credit to your Practice Better subscription for the remaining balance.
Q: How will the subscription discount be applied if I am the owner of a Team plan that has unmanaged billing?
A: If you are the Owner of a Team plan with unmanaged billing, here's how the promotional discount works:
- Initial discount for the Owner: You will receive $145 off your subscription when your account migrates to Practice Better Payments.
- Non-team Owner discounts: For each practitioner on your team who completes their migration, there will be an additional $35 off your subscription.
Q: How can I migrate to Practice Better Payments if I am a practitioner but not the owner within a Team plan with managed billing?
A: If you are a practitioner within a practice on a Team plan with managed billing, the request to migrate must come from the Team Owner. We are unable to initiate the Square to Practice Better Payments if the request is not from the Team Owner.
Q: We have multiple practitioners at our business and use Unmanaged Billing. How can each practitioner move to Practice Better Payments?
A: Each practitioner will need to log into Practice Better with their unique credentials to access the “Migrate” to Practice Better Payments option.
Q: Should I pair my WisePOS E to Practice Better before the migration is complete or after?
A: You should pair your WisePOS E to Practice Better after the migration is complete.
Learn more about the WisePOS E, the terminal that can be paired with Practice Better Payments for a fully integrated in-person payments experience.
General Practice Better Payments Questions
Q: Which payment service provider (PSP) underlies the Practice Better Payments solution?
A: Stripe is the payment service provider Practice Better has partnered with to power Practice Better Payments.
Q: What information will I need to complete my Practice Better Payments application?
A: You will need to have the following information to complete the Practice Better Payments application in 10 minutes or less:
- Business entity type i.e. sole proprietorship, nonprofit, corporation, partnership, etc.
- Business owner’s legal name (as it appears on valid, government-issued ID), date of birth, and home address. This information is collected so Stripe can complete mandatory Know Your Customer (KYC) checks on businesses and individuals applying for accounts.
- Bank account information for the account where funds from payments processed should be deposited.
Q: What will my processing fees be with Practice Better Payments?
A: 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. There are no setup fees, monthly fees, minimum fees, or any hidden charges with Practice Better Payments.
Standard Practice Better Payment Rates | ||
Country | Online Transactions | In-Person Transactions on the WisePOS E |
US | 2.9% + $0.30/Txn | 2.7% + $0.05/Txn |
Canada | 2.9% + $0.30/Txn |
2.7% + $0.05/Txn $0.15/Interac Txn |
UK |
1.5% + £0.20/Txn for standard UK Cards 2.5% + £0.20/Txn for EU Cards |
1.4% + £0.10/Txn |
Australia | 1.7% + $0.30/Txn | 1.7% + $0.10/Txn |
Additional Countries | Practice Better Payments is powered by Stripe. Stripe's processing rates by country can be found here. | Stripe terminal availability by country can be found here. |
Reminder: For the first 60 days after the migration to Practice Better Payments is complete, you will enjoy a 0.05% and 0.05 cent reduction on your processing fees for all transactions.
Q: What will my clients see on their credit card statements after I make this switch?
A: In the Practice Better Payments application, you will choose the statement descriptor for your business. Be sure to enter a descriptor that will make it easy for your clients to recognize your business on their card statements.
Q: Can I sell pharmaceuticals through my Practice Better Payments account?
A: For various reasons, the payment service provider that powers Practice Better Payments, Stripe, cannot work with certain industries, including pharmaceutical businesses. A business is considered a pharmaceutical business if it sells, dispenses, markets, or facilitates the selling, dispensing, or marketing of a prescription or pharmacy-only medicine in response to orders placed over the Internet.
If you are a pharmaceutical business, you can still use Practice Better Payments, however, you cannot process payments for any prescription or pharmacy-only medicines through your Practice Better Payments account. To record payments for prescription or pharmacy-only medicine through a non-integrated provider, please refer to the Recording External Payments guide.
For more information, please read Stripe's Prohibited and Restricted Businesses List - FAQ.
The Migration Process
Q: What are all the steps I need to take to complete the migration to Practice Better Payments?
A: There are 4 steps - 3 required and 1 recommended - to complete the migration to Practice Better Payments:
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REQUIRED to Migrate: Complete your Practice Better Payments application - The application will take ~5-10 minutes to complete and after this step, Practice Better will submit a data migration request on your behalf to Square. Nothing will change after you complete your Practice Better Payments application; you will continue processing with Square until all payer data has been migrated.
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REQUIRED to Migrate: Confirm your identity and desire to migrate during a brief call with Square. This is something Square requires and a member of their team will schedule a call with you after Practice Better submits a migration request on your behalf. You will be included in the email we send to Square and this will only be sent after you complete your Practice Better Payment application.
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REQUIRED after Migration: Review the “Clients Requiring Card Updates” report in the Practice Better Payments Dashboard to view and update the payment details for any client whose information was added during the migration from Square. This report will auto-populate with the name(s) of any clients whose payment details were not in the export provided by Square. The report also includes two options you can use to update the payment information.
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RECOMMENDED: Familiarize yourself with Practice Better Payments by reviewing the following short articles:
- Using the Practice Better Payments Dashboard - The Dashboard is where you can easily monitor your account status, funds, and transactions.
- Using the Practice Better Terminal - How to make the most of your integrated terminal for in-person transactions.
- Processing Payments with Practice Better Payments - Brief overview of all the great ways you can process and accept payments through Practice Better.
Q: Why does Square require a phone call to process the request to export my payer data?
A: This security protocol is required by Square to confirm that the individual requesting the data has the proper authorization and that the request is accurate. For more information about this requirement, please refer to this Square article.
Q: How long will the migration of my account information take?
A: This will depend on a few factors including how quickly you can have the required conversation with Square to confirm your identity and desire to export your data.
That said, here are some average timeframes we've observed during our Early Access Program to give you an idea of how long it will take to complete the process:
- Approx. 6 business days for Square to send payer data to Stripe after you've had the required call with Square.
- Approx. 2-5 business days for Stripe to complete its verification checks and clone (add) all Square payer data to your Practice Better Payments account.
- Less than 1 business day for Practice Better to reconnect payer data from your Practice Better Payments account to the correct client in your Practice Better software.
Max time to complete: 12 business days
Min time to complete: 9 business days
Important Reminders:
- There will be no change to the way you process or accept payments until all your Square payer data has been successfully cloned to your Practice Better Payments account.
- You will be notified when the migration is complete via email, push notification, and a notification in your Practitioner Portal.
Q: How can I check the status of my migration?
A: You can track your progress throughout the migration using the Square Migration Tracker. The tracker will display four statuses and will update automatically as your account progresses through the migration.
Q: What statuses will the Square Migration Tracker show?
A: The tracker will display one of the following four statuses throughout the migration of your account:
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Application Started - You have started but have not completed your Practice Better Payments application.
To resume and complete your application: Settings & Preferences > 3rd Party Integration > Billing & Payments > Manage (Practice Better Payments):
The application should take 5-10 minutes to complete. Please email hello@practicebetter.io if you need any help completing your application - we’re happy to help!
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Application Complete - Your Practice Better Payments application has been submitted and Practice Better has requested the export of your data from Square. We also let Stripe know of the export request, too.
Reminder: Please schedule the required call with Square to confirm your identity and desire to export your payer data.
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Export-in-progress - Stripe has received your payer data from Square and is in the process of cloning it to your Practice Better Payments account.
Insight: It can take Square up to 20 business days to send the requested data to Stripe. Once Stripe has the data, it will take them an average of 2-10 business days to complete their required verification checks.
If you have any questions during this phase of the migration, please email pbpmigration@practicebetter.io.
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Export complete -The migration is complete! All Square data has been successfully migrated to your Practice Better Payments account and will be used to process all payments through Practice Better.
When you reach this stage, you will receive an automated email, push notification, and a notification in your practitioner portal.
Q: How will I know when the migration is complete?
A: We will deploy three notifications when the migration of your account is complete:
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Practitioner Portal Notification:
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Email notification:
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Instant Alert Notifications:
Enabling Instant Alerts
Additionally, the status of your Migration Tracker will also be updated to “Export Complete” once the migration of your account is complete.
Q: Why was card data for some of my clients not included in the export from Square and how can I recollect their card data on Practice Better Payments?
A: The reason a client’s card data was not included in the export is because their card information was either added or updated after Square completed the export of your data and before the migration and setup of Practice Better Payments in Practice Better was complete.
You can easily view clients whose data was not included in the export in the Clients Requiring Card Updates report available in the Payments Dashboard > Square Migration.