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.
Please note: a client’s first name, last name, and email address in your Practice Better client records must be an exact match in your Practice Better Payments Stripe account. Update any client names and emails in Stripe to ensure they match a client profile within your Practice Better portal client list.
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:
- Go to your Practice Better Payments Dashboard > Sync Clients tab.
- Click the Start sync button.
- 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.
It's recommended to leave this unchecked when using the tool for the first time.
Selecting this option will create new client records in Practice Better if there is no 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)
- 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:
-
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.
-
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.
-
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:
- Go to your My Clients page.
- Locate the tag in the upper-left of this page.
- Click the three dots next to the tag and select Delete.
Learn more about Organizing Clients Using Tags in Practice Better.
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:
- Select View Clients in the Existing clients not linked section of the Sync Client summary.
- Click on each client’s name to view their client record in Practice Better.
- 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.
- 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.
- Re-run the Sync Clients tool and review the Sync Client summary.
Clients created and linked
When you use the Add new clients when no matches exist option, duplicate client records may be created if the first name, last name, and email address don’t match exactly between Practice Better and Practice Better Payments.
Example: If a client is listed as “Mike” in Practice Better but “Michael” in Practice Better Payments (Stripe), a duplicate record may be created.
To resolve duplicates, review the list of clients with the PBP Created tag, identify duplicates, and use the merge client tool. Make the existing Practice Better record the primary record.
After merging, the duplicate created from Practice Better Payments will be removed, and its payment details will transfer to the primary record.
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:
- 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.
- Review the information available in the client record in Practice Better.
- 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.
- 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.
- 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:
- Re-run the Sync Clients with the Add new clients when no matches exist option enabled.
- Review the Sync Client summary.