Komet Payments FAQs

Komet Payments 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 users of Floral Computer Systems, Unosof, Axerrio, and Komet.

We switched to Komet Payments to bring you a better payment experience. Here's what you can expect:

• More reliable service: Komet Payments offers a more stable and dependable platform to process your payments.

• More payment options: You'll have more ways to pay, including ACH (direct bank transfers) and soon, even cross-border payments.

• Enhanced security: Komet Payments prioritizes security, so you can be confident your information is protected.

• Improved user experience: We've streamlined the payment process to make it easier and faster for you.

• Dedicated support: We work directly with Komet’s sales, implementations, and support teams instead of transferring customers to a third party.

Once you complete the onboarding form with the required information and Stripe's KYC verifies your account, Komet Payments will become available to you. You can check the status of your account in the Komet Payments setting.

If you're migrating from Clearent, there are two additional steps:

1. Sign and return two forms:

   • Merchant Consent and Release: Clearent can securely transfer your stored customer cards to Komet Payments.

   • Data Transfer Release and Indemnification Agreement: This completes the secure transfer process.

   • We'll send you these forms electronically for your signature. Once you return them, your Clearent card information will be available for Komet Payments within 1–2 weeks. During this time, you can still use Clearent or switch to Komet Payments without the transferred cards.

2. Sign a Clearent Account Closure Form: This stops your Clearent monthly fees.

   • We'll provide this form electronically as well. We'll then return the signed form to Clearent to ensure everything is clear.

For businesses with a single location:

1. Log in to your Komet Sales account.

2. Go to Setup > Settings > Company tab > Komet Payments

3. Complete the onboarding form.

For businesses with multiple locations:

1. Log in to your Komet Sales account.

2. Go to Setup > Settings > Locations tab > Komet Payments.

3. Complete the onboarding form for each location.

No, there won't be any downtime. We have ensured a seamless transition to Komet Payments to avoid any interruptions in payment processing. Your credit card payment flow will continue to function normally with Clearent (if you have Clearent enabled) until you switch to Komet Payments.

If you don't have stored cards to transfer from Clearent, we can enable Komet Payments for you as soon as Stripe's KYC team verifies your account. If you wish to start processing payments on Komet Payments before completing the stored card migration, please contact Support.

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.

For businesses with a single location:

1. Log in to your Komet Sales account.

2. Go to Setup > Settings > Company tab > Komet Payments.

3. Verify the status of the Komet Payments account.

For businesses with multiple locations:

1. Log in to your Komet Sales account.

2. Go to Setup > Settings > Locations tab > Komet Payments.

3. Verify the status of the Komet Payments account.

No, Komet Payments will use different readers; if you already use terminals with Clearent, please get in touch with Support so that we can send the new terminal needed for Komet Payments.

Komet Payments offers competitive processing fees. Discount rates and fees are simple and transparent. You can find the discount rates and fee information in https://www.kometsales.com/pages/kometpay-fees/.

Komet Payments requires the same $49/month subscription per location. For customers who joined Komet after October 2023, your subscription pricing already includes the Komet Payments subscription.

For transparency, we deduct transaction fees directly from each transaction. This means the deposit you receive will be the net value (the original order amount minus the transaction fee). This differs from Clearent, which deducts fees on a separate invoice at the end of the month.

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'll see a report listing all Komet Payments transactions in the AR > Komet Payments tab.

• Each transaction shows the processing fee deducted, and the remaining amount deposited (paid out) to your bank account.

• You can also export this report for easier record-keeping by clicking the "Export" button and choosing Excel format.

Each transaction will show separate deposits, and they will not be bundled.

Komet Payments, which Stripe powers, follows the highest industry standards for security and compliance. They ensure that advanced encryption and security protocols protect your transactions and customer data.

After you complete and return the token export transfer forms (the Merchant Consent and Release and the Data Transfer Release and Indemnification Agreement) to Komet Clearent, our team will securely migrate all stored payment information to the Komet Payments system. Stripe's secure tokenization ensures that sensitive payment details are replaced with unique identifiers, enhancing security without disrupting the customer experience.

Komet Payments leverages Stripe's security and technologies but is not a Stripe service. We have developed our functionalities adapted to the floral industry’s needs.

You should always contact Komet Support if you experience an issue with Komet Payments. Stripe will not provide support assistance directly.

Need help with Komet Payments? Our Support team is here to answer your questions and address any concerns you may have. You can email them at support@kometsales.com.

Already implementing Komet Sales? If you're currently setting up Komet Sales with the Implementations team, they're also happy to assist you throughout the onboarding process.

Our Knowledge base for Komet Payments contains additional resources. To find them, go to Komet Payments (In-App Payments).

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 your bank may need 1-2 business days to process.
    

• ACH Payments:

  • Processing Time: 3-5 business days.

  • Settlement Time: The stripe account receives the credited funds after processing.

  • Payout to Connected Accounts: Similar to credit card payments, with a daily payout schedule.

  • Additional Factors to Consider:

  • Weekends and Bank Holidays: Both 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.

Business days refer to the weekdays (Monday to Friday) in the United States, excluding US federal holidays.

Banks usually process the transfer only on business days when we transfer funds. 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.

No, chargebacks are your responsibility. Komet Sales will assist you by providing supporting documentation to dispute the chargeback, but the cardholder's bank makes the decision regarding a chargeback outcome. Komet Sales can't change or appeal the bank's decision and charges a $15 fee per chargeback.

Banks commonly display charges immediately when someone attempts to pay using a credit card, even if the payment fails. In most cases, banks show pending charges for unsuccessful payment attempts. 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 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 five business days without an order, please contact Customer Support for assistance.

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 issue a refund for up to 90 calendar days with credit cards and 180 calendar days with ACH payments.

The average time is between 5 and 10 days.

We display all the information we receive from your customer's bank regarding a decline in the feedback message of any transaction. This message usually doesn't explain the decline, as most banks use generic reasons.

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.

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.

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.

Business days refer to the weekdays (Monday to Friday) in the United States, excluding federal holidays.

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.

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.

When paying with credit cards, it is common for banks to show charges immediately when a payment attempt is made, even if the payment fails. In most cases, 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 5 business days without an order, please contact Customer Support for assistance.

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.

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.

We display all the information we receive from your customer's bank regarding a decline in the order history. However, 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, then it's best to have your customer contact their bank, ask for more information, and ask for future charges to be accepted.