Practice Better Payments Sync Client Tool

This article is for new and existing Practice Better customers who have an existing Stripe account and want to consolidate all existing payers and payment data into their Practice Better Payments account to enjoy a fully integrated and supported payments experience.

After successfully copying and adding all existing customer payment data to your Practice Better Payments account, the next step is to match that billing information with existing client records in Practice Better and/or to create new client records based on the data available in your Practice Better Payments account.

• Syncing Clients
• Sync Client Summary
• Sync Complete Notifications
• Client Tags
• Remediating Client Accounts

Syncing Clients

To match the billing information in your new Practice Better Payments account to your Practice Better client records:

1. Go to your Practice Better Payments Dashboard > Sync Clients tab.
   Please note: a client’s first name, last name, and email address on your client records must be an exact match in your Practice Better Payments Stripe account.
2. Click the Start sync button.
   
3. After selecting Start sync, a pop-up box will appear confirming you want to start the process and present the option to Add new clients when no matches exist. 
   Select this option to add new clients to Practice Better if we cannot find a match based on name and email address.
   
   The following information will be included in a new client record in Practice Better when it is available in Practice Better Payments Stripe account:
   • Client first, last and middle name
   • Client address
   • Client home phone number
   • Client description (added to Client Record Notes)
4. Once the Sync Clients process starts it cannot be stopped and a message indicating that the sync is in process will appear.
   

Sync Client Summary

Once all your clients have been synced, a summary showing the total number of clients in each of the following categories will appear in the Sync Clients tab.

*Important to note that we refer to your clients with payment information in Practice Better Payments as a “customer."

• Existing clients linked: number of existing clients in Practice Better that were synced with a customer in your Practice Better Payments account.
• Clients created and linked: number of client records created in Practice Better using customer information in your Practice Better Payments account. This section will only populate if the “add new clients when no match exists” option is selected and new clients are added.
• Existing clients not linked: number of existing client records in Practice Better that are not linked to a Practice Better Payment customer.
• Practice Better Payments customers not synced: number of Practice Better Payment customers that are not linked to a Practice Better client record. This section will populate if the “add new clients when no match exists” option is unticked before starting the process.
• Customers skipped - invalid data: number of Practice Better Payment customers that have an invalid name, email address, or when an unknown error occurs during the Sync and Create Client process.
• Practice Better Payments customers not synced: number of Practice Better Payment customers that are not linked to a Practice Better client record. This section will populate if the “add new clients when no match exists” option was not selected before starting the process.

Sync Complete Notifications

When the sync process is complete, you will be notified by email and in-portal notification.

Client Tags

From the Sync Client Summary, you can select View clients, which allows you to view the first name, last name, client status (in Practice Better), email address, and tag assigned to each client based on what occurred when the Sync Client process was run.

MM-DD-HH-mm at the end of each tag indicates the month (MM), date (DD), hour (HH) and minute (mm) the sync process was run, so you can distinguish when different actions occurred.

Three possible tags may be assigned:

1. PBP Synced MM-DD-HH-mm: The tag added when an existing client is matched by first name, last name and email with a customer in Practice Better Payments and is successfully linked.
   
2. PBP Created MM-DD-HH-mm: The tag added when a client is created based on client information in Practice Better Payments. This is when there is a client in your Practice Better Payments Stripe account but no match was found as a client record in Practice Better so, we created a new client record for you.
   
3. PB No link MM-DD-HH-mm: The tag added when an existing client record is not linked to a customer in Practice Better Payments because no matching information was found.
   

To completely remove any of the tags from your portal:

1. Go to your My Clients page.
2. Locate the tag in the upper-left of this page.
3. Click the three dots next to the tag and select Delete.

Learn more about Organizing Clients Using Tags in Practice Better.

When new clients are created using the Add new clients when no matches exist option, it’s possible duplicate client records could be created. A duplicate record could be created if a client’s first name, last name, and email address are not an exact match with the client record in Practice Better and the client record in Practice Better Payments.

Example: A client’s first name is shortened to ‘Mike’ on their client record in Practice Better but appears as ‘Michael’ in Practice Better Payments.

To identify and remove duplicates, first review the list of Clients created (PBP Created tag), identify any duplicates, and then use the merge client tool to make the existing Practice Better client record the primary record in the merge.

When this action is completed, the newly created client record that was based on information in Practice Better Payments will be removed but the payment information associated with that client will be copied over to the primary record.

Remediating Client Accounts

Existing clients not synced

An existing client record in Practice Better will not sync with an existing customer in Practice Better Payments if the first name, last name, and email address are not an exact match.

Steps to remediate Existing clients not linked:

1. Select View Clients in the Existing clients not linked section of the Sync Client summary.
2. Click on each client’s name to view their client record in Practice Better.
3. Open a new tab, go to the Payments Dashboard, select View in Stripe and log into the Stripe account that corresponds with your Practice Better Payments account.
4. Compare the individual client records for each tagged client in Practice Better against their information in Practice Better Payments (Stripe) and update their first name, last name, and email address to ensure they match in both platforms – only when these three fields are an exact match will payment data be synced.
5. Re-run the Sync Clients tool and review the Sync Client summary.

Customers skipped - invalid data

A customer in Practice Better Payments may be skipped if their name and email are invalid or if an unknown error occurred during the Sync Client process.

Steps to remediate Customers skipped - invalid data:

1. Select View Clients in the Customers skipped section of the Sync Client summary or click on the invalid customer ID (cus_xxxx) included in the Sync Completed email.
2. Review the information available in the client record in Practice Better.
3. Open a new tab, navigate to the Payments Dashboard, select View in Stripe and log into the Stripe account that corresponds with your Practice Better Payments account.
4. Compare the individual client records for each tagged client in Practice Better against their information in Practice Better Payments (Stripe) and update their first name, last name, and email address to ensure they match in both platforms – only when these three fields are an exact match will payment data be synced.
5. Re-run the Sync Clients tool with the Add new clients when no matches exist option enabled if you want new client records created based on information in Stripe.

Practice Better Payments customers not synced

New client records in Practice Better cannot be created and linked to customers in a Practice Better Payments account unless the “Add new clients when no matches exist” option is selected when the Sync Client process is run.

Steps to remediate Practice Better Payments customers not synced:

1. Re-run the Sync Clients with the Add new clients when no matches exist option enabled.
2. Review the Sync Client summary.