I expected to see a client’s payment by now. Why haven’t I received anything?
Depending on where you operate, bank account collections (referred to as Direct Debit in Australia and the UK, and ACH in the US) will land in your account 6 to 7 business days after being initiated. Credit Card payments will land even faster at 2 business days.
For the first payment from a new client in the UK and US, an additional few business days are required to verify the client’s payment information. Verification will take 3 business days in the UK, and at least 2 business days in the US.
If it’s been a few business days and you still haven’t seen a payment deposit to your bank account, there’s a good chance it’s the first payment from the client. This is especially useful to keep in mind if you’re just getting started with Ignition, and all of your new clients will be submitting their first payments.
Once you’re past the first payment from a client, you should be able to identify when you can expect to be paid.
Evenings and weekends will also affect payment timelines. If a payment is initiated after close of business on a given weekday, then “day 0” or the first business day of processing will take place on the next business day.
If you’ve tallied up the business days and things still aren’t adding up, contact us and we’ll be able to help you get to the bottom of things.
A client’s payment has been rejected. What happened and how do I fix this?
A client’s payment can fail for a handful of different reasons. Either they don’t have sufficient funds in their account, their bank has placed a hold on their card, the card has expired, or they’ve simply mis-entered one or two digits of their payment information.
Whenever a payment fails, we will notify you and the client that the failure has occurred and give them the option to retry the payment right away, or to enter new payment information with which to attempt the repayment.
You can also retry the payment from the rejected list in the Payments tab.
The process is completely automated, but it never hurts to reach out to the client whenever a payment failure happens to help ensure that the payment collection occurs, and to guide the client through re-entering their details if necessary.
Ignition will not charge any additional fees for failed payments.
A client has disputed one of my charges/client fees that had disbursed have been withdrawn from my account. What happened and how do I fix this?
If a client doesn’t recognise a payment, or disagrees with the fact that a payment should have been taken in the first place, they can reach out to their bank and dispute the charge.
In some cases, this means that fees that have already settled in a merchant’s account will be clawed back while the dispute is settled.
This clawback is part of legislation for any payments provider, however Ignition has processes in place to help you recover your funds.
We have slightly different processes depending on your country below:
We will reach out as soon as a chargeback has taken place, and request whatever information you have to back up the legitimacy of the charge. We will then communicate with the client’s bank to try to get the dispute resolved in your favour.
In any chargeback, the surest path to resolution is always contacting your client directly. In the case of a simple misunderstanding, the client can withdraw their dispute to help return the funds to your account as soon as possible.
Chargebacks are extremely rare, but never fun, and the best way to avoid having them happen is to make sure your client has a firm understanding of the services that will be provided and their payment schedule. It’s important that they also understand how the charges from your practice will appear on their bank statement.
You can set the billing descriptor for most payments from your practice under Settings → Payment Gateway. The exception here being UK Direct Debit payments, which will post to client statements under the name “IGNITIONPAY.”