Post by Vision Rehab on Mar 27, 2024 15:45:09 GMT -6
Hi! My office recently switched to Crystal and we are struggling with a handful of things. For background, we have our credit card payments integrated with Tsys/Global Payments, which took more than 2 months and probably 25 hours on the phone with both companies. One of the problems we're having is that we occasionally have people pay by card over the phone, so we go to make payments and check the "card not present" and enter the card information. Sometimes, everything goes well and the card is charged and things are great. BUT sometimes when we do it and the credit card terminal shows a screen that says we need to input the "order number".
We thought maybe it was the invoice number, but we are afraid of putting an invoice number in and then having a payment show up for the wrong patient or on the wrong account and then having to refund and rerun the card over again until we get it right. I tried with my own credit card on my own patient account but I didn't get the terminal screen and then it ran like normal and saved my card. None of the screens that are available when you're making a payment show the invoice number you're making the payment on, so we have to either have multiple Crystal windows going on one computer or to have a nearby computer pull it up to reference, but the system doesn't seem to like or respond well to having multiple people on the same page.
Does anyone know what the order number refers to? If it is the invoice number that we're looking for, is there a way to reference the invoice number from the credit card screen or do we just have to be prepared for it to happen every time?
Alternatively, is this something outside of Crystal that I have to contact Global pay/Tsys for?
We thought maybe it was the invoice number, but we are afraid of putting an invoice number in and then having a payment show up for the wrong patient or on the wrong account and then having to refund and rerun the card over again until we get it right. I tried with my own credit card on my own patient account but I didn't get the terminal screen and then it ran like normal and saved my card. None of the screens that are available when you're making a payment show the invoice number you're making the payment on, so we have to either have multiple Crystal windows going on one computer or to have a nearby computer pull it up to reference, but the system doesn't seem to like or respond well to having multiple people on the same page.
Does anyone know what the order number refers to? If it is the invoice number that we're looking for, is there a way to reference the invoice number from the credit card screen or do we just have to be prepared for it to happen every time?
Alternatively, is this something outside of Crystal that I have to contact Global pay/Tsys for?