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In this article, you will find common questions about KoronetPayments. |
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General Questions
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KoronetPayments is Komet’s new payment processing solution. It offers a streamlined, secure, and efficient way to handle transactions, providing enhanced features and capabilities. The product will soon be available to |
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Floral Computer Systems, Unosof, Axerrio, and Komet users. |
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We switched to |
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More reliable service: Komet Payments offers a more stable and dependable platform to process your payments.
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More payment options: You'll have more ways to pay, including ACH (direct bank transfers) and soon, even cross-border payments.
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Enhanced security: Komet Payments prioritizes security, so you can be confident your information is protected.
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Improved user experience: We've streamlined the payment process to make it easier and faster for you.
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KoronetPayments for improved reliability, broader payment method options (ACH, and soon, cross-border), enhanced security features, and a better overall user experience, including working directly with Komet’s sales, implementations, and support teams instead of transferring customers to a third party. |
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We'll provide this form electronically as well. We'll then return the signed form to Clearent to ensure everything is clear.
Technical and Setup Questions
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Technical and Setup Questions
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There are several reasons why a payment can fail. The most common ones are:
If you got a different code, you can see more information in this page. |
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For businesses with a single location:
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For businesses with multiple locations:
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No, there |
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will be |
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no downtime. |
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The transition to |
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KoronetPayments has been designed to be seamless, ensuring your payment processing capabilities remain uninterrupted. Your credit card payment flow will continue |
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as usual with Clearent (if you have Clearent enabled) until you |
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transition your payment processor to KoronetPayments. |
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If you |
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don’t have stored cards to transfer from Clearent, we can enable |
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KoronetPayments for you as soon as |
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Stripe’s KYC team verifies your account. |
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Please contact Support if you wish to start processing payments on |
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KoronetPayments before the completion of the stored card migration |
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Suppose you have completed your Komet Payments onboarding as soon as the Clearent integration is disabled. In that case, the credit card payment method through KometPayments will automatically be available to ensure a smooth transition and to avoid any downtime of this service. You must complete the KometPayments onboarding to have an option to process payments within Komet.
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For businesses with a single location:
Log in to your Komet Sales account.
Go to Setup > Settings > Company tab > Komet Payments.
Verify the status of the Komet Payments account.
For businesses with multiple locations:
Log in to your Komet Sales account.
Go to Setup > Settings > Locations tab > Komet Payments.
Verify the status of the Komet Payments account.
To see the status of your Komet Payment account's status, go to Setup >> Settings: Location Setup or Company Setup (depending if Multi-Location setup is enabled) and go to KoronetPayments. There, you will see the status of the KoronetPayments account. When the account is verified, and the status message is “Your company has an active |
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KoronetPayments account, |
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” you can use |
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KoronetPayments. |
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No, Komet Payments will use different readers; if you already use terminals with Clearent, please |
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contact Support so that we can send the new terminal needed for Komet Payments. |
Financial Questions
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Komet Payments offers competitive processing fees. Discount rates and fees are simple and transparent. You can find the discount rates and fee information in .
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For transparency, |
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the fee you will pay for each transaction will be deducted from every transaction, meaning the deposit you will receive will be the net value (the original amount of the order |
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minus the transaction fee). This differs from how the fees are currently deducted with Clearent, which deducts fees |
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in a separate invoice at the end of the month. |
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There's a small fee for each Komet Payments transaction, which may require adjusting your usual reconciliation process.
Here's what you need to know:
You must factor in the fact that the fee will be deducted for each transaction. This may require a change in the reconciliation process. In the AR >> KoronetPayments tab, you will see a report listing all |
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KoronetPayments transactions. If you click on a transaction, you will see the processing fee deducted |
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and the |
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net value of the deposit (payout) to your bank account. |
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will also be able to export this report |
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in Excel format. |
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Deposits will appear separately for each transaction and will not be bundled. |
Security Questions
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Absolutely. KoronetPayments, powered by Stripe, adheres to the highest industry standards for security and compliance |
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, ensuring that your transactions and customer data are protected with advanced encryption and security protocols |
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have completed and returned to Komet Clearent’s token export transfer forms (the Merchant Consent and Release and the Data Transfer Release and Indemnification Agreement) |
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all stored payment information will be securely migrated to the |
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KoronetPayments system. Stripe's secure tokenization ensures that sensitive payment details are replaced with unique identifiers, enhancing security without disrupting the customer experience. |
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Some of your uploaded cards may not have been transferred due to one of the following reasons:
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Support and Assistance
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KoronetPayments leverages Stripe´s security and technologies but is not a Stripe service. We have developed our own functionalities adapted to the floral industry’s needs. |
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You should always contact Komet Support if you experience an issue with |
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KoronetPayments. Stripe will not provide support assistance directly. |
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Operational questions
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Here are the typical processing and payout times for credit card and ACH payments:
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Business days refer to the weekdays (Monday to Friday) in the United States, excluding |
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U.S. federal holidays. |
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When we transfer funds, banks usually process the transfer only on business days |
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. Therefore, if you receive funds on a holiday or weekend, you'll probably get the money in your bank account the next day your bank is open for credit card payments. ACH payments may take up to four business days. |
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No, chargebacks are your responsibility. Komet Sales will assist you by providing supporting documentation to dispute the chargeback, but the cardholder's bank |
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decides on a chargeback outcome. Komet Sales can't change or appeal the bank's decision and charges a $15 fee per chargeback. |
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When paying with credit cards, it is common for banks to show charges immediately when |
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a payment attempt is made, even if the payment fails. In most cases, |
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unsuccessful payment attempts are displayed as pending charges. However, some banks may display them as regular charges. These charges, regardless of their status, will appear for a brief period before being reversed. The duration of time a charge appears on your account depends on the bank, but is usually around 3 to 5 days. If a charge remains on your account for more than |
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5 business days without an order, please contact Customer Support for assistance. |
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The maximum time frame for issuing a refund depends on your customer's bank's ability to process refunds for orders after a long period of time. Depending on your payment method, you can usually issue a refund for up to 90 calendar days with credit cards and 180 calendar days with ACH payments. |
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The average time is between 5 and 10 calendar days. |
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We display all the information we receive from your customer's bank regarding a decline in the feedback message of any transaction |
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Here's what you can do:
If you've confirmed the card details are correct, advise your customer to contact their bank directly. They can ask for more information about why their card declined the charge and request that the bank accept future charges from you.
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Here are the typical processing and payout times for credit card and ACH payments: Credit Card Payments:
ACH Payments:
Additional Factors to Consider:
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| title | What counts as a business day? |
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Here are the typical processing and payout times for credit card and ACH payments:
Credit Card Payments:
Processing Time: Typically within seconds.
Settlement Time: 2-3 business days.
Payout to Connected Accounts:
With daily payout schedule: Stripe attempts to send funds daily, but receiving banks may need 1-2 business days to process.
ACH Payments:
Processing Time: 3-5 business days.
Settlement Time: After processing, funds are credited to the Stripe account.
Payout to Connected Accounts: Similar to credit card payments, with a daily payout schedule.
Additional Factors to Consider:
Weekends and Bank Holidays: Can impact timelines.
First Payout to a New Connected Account: This may take longer due to verification processes.
Stripe's Payout Schedule: Can be managed in account settings (daily, weekly, or monthly options).
Receiving Bank Processing Times: Vary between institutions.
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When we transfer funds, banks usually process the transfer only on business days. Therefore, if you receive funds on a holiday or weekend, you'll probably get the money in your bank account the next day that your bank is open for credit card payments. ACH payments may take up to four business days. |
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No, chargebacks are your responsibility. Komet Sales will assist you by providing supporting documentation to dispute the chargeback, but it is the cardholder's bank that makes the decision regarding a chargeback outcome. Komet Sales can't change or appeal the bank's decision. |
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| title | My customer says they were charged for something but I don't have an payment, why? |
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However, |
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No. Once you have issued a refund, it cannot be canceled. In case the card that you have refunded has expired or canceled, the customer's new card will be credited with the refund. However, if the customer does not have a new card, the bank usually sends the refund to the customer's bank account. Please note that this is a rare case. If the card that you have refunded is expired or canceled, the customer's new card is credited with the refund. In the rare case that the customer doesn't have a new card, the bank usually sends the refund to the customer's bank account. |
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The maximum time frame for issuing a refund depends on your customer's bank's ability to process refunds for orders after a long period of time. Depending on your payment method, you can usually issue a refund for up to 90 calendar days with credit cards and 180 calendar days with ACH payments. |
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| title | Can I find out more information on why a payment was declined? |
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most declines are generic, and we don't have much information about why a charge was declined. If you have confirmed that the card details are correct, we recommend that you advise your customer to contact their bank and ask for more information about the decline. They can also request that future charges be accepted. If the card information seems correct, |
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it's best to have your customer contact their bank, ask for more information, and ask for future charges to be accepted. |
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