We understand that processing and receiving payments is at the center of running a successful business. We have put together this comprehensive FAQ guide to capture the answers to commonly asked questions we receive around payment processing. If your question is not addressed within this guide, please contact the Releventful Support Team via the chat icon in the lower right-hand corner, and one of our team members would be happy to assist you.
Our help articles and video tutorials are other great resources for you and can be found with the links below:
Frequently Asked Questions
What do the various payment statuses mean within Releventful?
Status | Description |
Not Paid |
Payment is requested and not yet received by the client.
|
Processing | This status will appear for one of the following reasons:
See additional notes below regarding the processing payment status. |
Paid | This status will appear for one of the following reasons:
|
My client's payment has been sitting in the "Processing" status for a long time. Is it stuck?
A payment request within Releventful will change to a status of "Processing" until Stripe verifies that the charge was successful and sends this confirmation notification back to Releventful. When this confirmation is communicated to Releventful, the payment status will update to "Paid" on Releventful's end.
ℹ️ Note: ACH transactions can take multiple days to process as the bank details are verified by Stripe and communicated back to Releventful. This can take even longer if Stripe Micro-Transactions is selected by the client. For a more comprehensive update on the status of a payment, please refer directly to your Stripe payment dashboard.
If payment processing seems to be stuck, you can always reissue the payment request so that the client can attempt to process the payment again. Follow the steps outlined in the following article to reopen a payment request for a customer:
You can always notify the Releventful Support Team if this occurs so that we can look into the transaction in further detail for you.
When do convenience fees appear on the client's invoice?
As a component of payment schedules, you can identify a set convenience fee for credit card and ACH transactions that are passed onto your client to pay. To learn more about this setup, please refer to the article below:
A convenience fee will appear as a line item on the client's invoice at the time they open their payment request via the payment button on their invoice. When a payment request is open, an intent to pay is started between Stripe and Releventful. The client will see the breakdown of their total due alongside the convenience fee for the transaction.
When the payment is processed by the client via the payment window, the convenience fee is added to the invoice at that time to indicate the amount they paid.
What are the differences in processing time between credit card and ACH payment transactions?
Credit card transactions are instant, as the card number entered will be immediately validated by Stripe/Square for sufficient funds. If a failure occurs during this process, the client is presented with a description of the failure at that time and can proceed to enter new card information if needed.
ACH bank transfers are not immediate, as Stripe goes through their process of checking the bank account information entered and verifying funds. This type of transaction can take 1-3 days to process and receive a response back to Releventful. The payment request will be marked as processing within Releventful while this verification is being handled.
Why is Releventful indicating that a client's payment is "Processing," when I've received the payment from the customer via Stripe?
When Stripe confirms that a payment transaction is successful, a confirmation is sent back to Releventful to change the status of the payment from "Processing" to "Paid." If there ever is an error with Releventful not processing a successful notification from Stripe, this would cause the "Processing" status to still display. Please notify the Releventful Support Team via the chat icon in the lower right-hand corner of the page to send us a message for us to further investigate.
You can always manually mark a payment as paid within Releventful. Follow the steps below to make this manual change:
Navigate to the client's invoice.
Open the payment tile.
Open the processing payment line item from the payment list.
Scroll down the pop-up window to the "Payment Status" field.
Open the drop-down and change the status from "Processing" to "Paid."
Select the save button in the lower left-hand corner of the pop-up window to save this record of payment.
Is payment information stored directly within Releventful?
No -- When payment information is entered through the Releventful invoice payment buttons, the information is handled directly in Stripe or Square and NOT Releventful. The information captured during this process is entered within the payment processing portal. Releventful does not have access to this data, as the payment buttons are pushing the client directly into Stripe/Square at the time the payment information is captured.
Why am I seeing a list of cancelled payments within my Stripe dashboard?
A cancelled payment on the Stripe dashboard indicates that the client opened the payment window but did not complete entering the credit card or ACH information and submit the payment. This typically indicates that the client opened and closed the payment window through the Releventful invoice.
Each time a payment window is opened, a new payment intent is created. If the payment window is closed without bank or card information entered, that payment intent is cancelled and reflected as such within the Stripe dashboard.
My client selected Affirm/Afterpay through Stripe Payment Management, why is their transaction not completing properly?
For all buy now, pay later options, the client's address needs to be added to their account information within Releventful. To add the client's address to their account, follow the steps below:
Locate the client's event (search magnifying glass, calendar, pipeline, etc.).
Open the "Event Contacts" tab of the event edit screen.
Select the edit pencil next to the client's name.
Select the edit pencil alongside their name from the menu that slides on from the right-hand side.
Scroll down the page to the address fields and enter their address details.
Scroll back up to the top of the page and select the save button in the upper right-hand corner of the page.
💡Pro Tip: Ask the client for their address through the lead form or proposal template process. This will help ensure that you have this information on file prior to them selecting one of the buy now, pay later options.