Overview
Understand how a contact on a commercial account pays an invoice from the Commercial Customer Portal, so you can answer questions when they call.
Before You Start
Available to companies with Smart Pro.
Card processing must be activated for your account by Remedy Payments. If it is not turned on yet, book a call with Remedy Payments to get set up.
E-Check must be activated separately by Remedy Payments. If it is not turned on yet, book a call with Remedy Payments to get set up.
The contact must have Commercial Portal Access turned on and have signed in to the Commercial Customer Portal.
How a Contact Pays an Invoice
The contact signs in to the Commercial Customer Portal.
The contact selects Pay on the invoice, from the Invoices page or the portal home page.
On Pay Your Invoice, the contact reviews the Amount Due and sets the Payment Amount.
The contact chooses a Payment Method under Payment Options.
The contact completes the payment details and accepts the terms.
The contact submits the payment.
The result: the contact sees Payment Successful with a Credit Card Confirmation Code for card payments. The payment posts to the commercial project, where your team sees it on the Invoices & Payments tab.
Note: An invoice with nothing outstanding shows No Remaining Balance instead of a payment form. When online payments are turned off for your company, the page reads "Online payments are currently unavailable."
What a Contact Enters for a Card Payment
The Payment Details step collects:
Name on Card
Street Address
Postal Code
The contact must accept the payment authorization terms before Next becomes available. The card number and the rest of the card details are entered on the following screen.
What a Contact Enters for an E-Check Payment
The e-check form collects:
Account Holder Name
Account Type
Routing Number, which must be 9 digits
Account Number
Street Address
Postal Code
The contact selects Save E-Check account for future use? to reuse the account, and must tick I agree to the E-Check Terms and Conditions before paying. The terms open in a window from the same line.
How Credit Card Fees Appear
When your company charges a fee on credit card payments, Pay Your Invoice shows it in the amount breakdown before the contact submits.
The fee line uses the fee name your company has configured, with its percentage and the calculated amount.
A separate fee tax line appears when your company charges sales tax on the fee.
The page states that the fee "will be charged on all credit card transactions."
Debit card payments carry no fee.
The breakdown shows Invoice Amount, Subtotal, Sales Tax, and Total so the contact can see how the figure was reached.
Key Details
A contact can only pay invoices on the account they are assigned to. An invoice belonging to another account is blocked even with a direct link.
E-check availability depends on how your company's payment processing is set up and on the payment amount.
Saving an e-check account saves it for that contact's future portal payments. It does not add a card or account to your office records.
Payments taken in the portal appear in the contact's Account Statement as a Payment row and reduce the running balance.
A payment your team later retracts appears in the contact's Account Statement as a Payment Retracted row. The original Payment row stays.
A failed payment shows Transaction Failed with a Try again option, and no payment is recorded.
Troubleshooting
My contact says the Next button will not work on Pay Your Invoice.
Next stays unavailable until the contact accepts the payment authorization terms and finishes editing the Payment Amount. Ask them to confirm both.
My contact says only one payment method is offered.
Which methods appear depends on what Remedy Payments has activated for your account and on the payment amount. Card processing and E-Check are activated separately, so a company set up for cards may not have E-Check yet. Book a call with Remedy Payments to get the missing method turned on: card processing or E-Check.
My contact says the total is higher than the invoice.
A credit card payment adds your company's configured fee, and a fee tax line when your company charges one. Point them at the breakdown on Pay Your Invoice, or suggest a debit card or e-check, neither of which carries the fee.
My contact paid but the payment is not on the project yet.
Open the project's Invoices & Payments tab and reload. If the payment is still missing, check whether the contact saw Payment Successful or Transaction Failed, since a failed transaction records nothing.
My contact says the page reads that online payments are unavailable.
Online payments are turned off for your company. Take the payment in the office and record it on the project.
Best Practices
Send the invoice from the project so the contact has a direct link rather than hunting for it in the portal.
Tell contacts up front when your company charges a fee on credit card payments, so the total is not a surprise at submission.
Point contacts to debit card or e-check when they want to avoid the credit card fee.
Ask the contact for the Credit Card Confirmation Code when you are tracing a card payment, since it identifies the transaction.