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Due to widespread impacts resulting from hurricane Helene CivicPlus is committed to enhancing our resources to manage the anticipated increase in traffic and mitigate any potential disruptions. We will prioritize all assistance requests from affected areas to ensure we provide the highest level of support possible. Please be assured that we are here to assist you in any way we can during this challenging time. Your safety and satisfaction are our top priorities.

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Checkout Best Practices

  • Updated:

CivicRec works with your payment gateway to initiate payment online through what is called a “hosted form.” This is the form your users fill out and enter their credit/debit card info when purchasing anything online.

  

If someone closes their browser too soon, refreshes it in the middle of a transaction, loses internet connectivity, etc. it can cause the transaction to never make it back to CivicRec. If a user clicks the payment button multiple times, they may end up with multiple charges on their card.

 

To mitigate some of this behavior and ensure a smooth online transaction experience, it is critical that a user receives a receipt from CivicRec before closing their browser/changes pages and is patient, and only clicks the payment button once.

 

Tips for a Seamless Checkout Process

  1. Create a Mandatory Agreement prompt that is set as Once Per Cart
    mandatory agreement prompt
    • Note: In the Text field, add a note similar to the following:
      “When paying with a credit/debit card, do not refresh your browser, click back, or close your screen until you receive a receipt from CivicRec. On a mobile device, you will be prompted to enter your credit card information and click "submit payment." On the next screen, you must click "Complete Transaction" to finalize your purchase. If you do not receive a receipt from CivicRec, please email us with your contact information and what you purchased.”
  2. Create a Catalog Notification: Use the same information above and set it to display both to the public as well as internally, as these checkout behaviors could occur with your staff as well
    catalog notification

 

Troubleshooting

If a customer reports a missing registration and/or duplicate transactions on their card, please contact CivicRec Support for assistance with the following details:

  • Payment Gateway Provider (Global Payments Integrated, CSG Forte, Authorize.net, Elavon, etc.)
  • Dates and times of problematic transaction
  • Amount
  • What the user purchased
  • Experience that you are having (Did an error show? Does the transaction appear in CivicPlus Pay or your Payment Gateway software, but not in CivicRec? Are you having trouble getting the hosted form to show?)
  • Screenshots as applicable

 

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