When the integrity of transaction data is in question, prioritizing swift checkout and customer experience can be a challenge for veterinary receptionists. While it’s not uncommon for veterinary practices to take phone orders, it is likely most receptionists have worried about fraudulent or incorrect charges.
With outdated credit card processing terminals and subpar Payment Gateway features, veterinary receptionists have good reason to stress over these types of transactions. The antiquated technology behind these devices and softwares won’t promote secure over the phone payment practices. However, with a refined Virtual Terminal, you can accept over the phone payments in a safe way, while exceeding customer expectations.
Enabling security settings like the Address Verification System (AVS) and Card Verification Value (CVV) will confirm card ownership in two ways. AVS will check that the address information provided by the customer matches the billing address associated with the card. CVV, which is a three- or four-digit number printed on the card, will confirm that the customer has the physical card in hand.
An ideal Virtual Terminal allows you to require fields like AVS and CVV when transactions are keyed-in versus swiped or inserted. After you’ve keyed-in the card data, the Virtual Terminal will not allow you to complete the transaction until those values are entered. For added security, you can set the AVS requirement to match both the address and ZIP code versus just one or the other.
As we mentioned earlier, inadequate equipment and software won’t help shake the worry of over the phone payments. However, superior Virtual Terminals that offer remote signature capture will, because this feature allows you to collect a signature. This provides your veterinary practice with proof of purchase for every phone transaction and significant evidence in the event of a chargeback.
After the transaction is run, a receipt is emailed to the client to sign on her computer by mouse or smartphone with a finger. After a signature is captured, it is automatically logged in the Virtual Terminal and associated with the client’s transaction history, allowing you to quickly backtrack on transactions if a customer calls in questioning a charge.
Comprehensive Virtual Terminals go above and beyond by allowing you to edit transactions. Instead of the painstaking routine (for both you and the client) of rerunning a card through the credit card terminal to correct the first transaction, you can fix an incorrect amount by editing the transaction within the Virtual Terminal before it batches out.
If the transaction has already settled, you can simply charge or refund the difference on the card stored on file — no need to have the client come back in or provide card info over the phone again.
Leveraging a software that will only make your day-to-day easier is a no brainer for veterinary receptionists. Upgrade to a system that will allow you to breeze through tasks while maintaining a clean and orderly front office. You, your clients and patients will appreciate it.
Do you think a Virtual Terminal would ease your worry about over the phone payments at your veterinary practice? Tell us of past experiences below.