Card on File - FAQs and Troubleshooting

General Questions

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Who can add cards on file?

Dispatch Admins and Owners/Admins can add cards by default. Members can only view and charge existing cards. Business owners can customize these permissions in Team Settings.

Does the customer get notified when I save their card?

No. Customers don't proactively receive notification when their card is saved, only when it's charged. You must inform customers directly when taking and saving their card information.

How secure is Card on File?

ScanPay uses industry-standard tokenization. All card data handling is PCI DSS compliant, the highest security standard in the payment industry.

Can I save multiple cards for one customer?

Currently, you can save one card per customer profile. To charge a different card occasionally, collect payment without saving it, or update the saved card.

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Payments & Refunds

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What happens if a charge fails?

‍An error message appears with the reason, such as insufficient funds or an expired card. The invoice remains unpaid. The charge can be retried, the card can be updated, or a different payment method can be used.

Can refunds be issued to saved cards?

‍Yes. When an invoice paid with a saved card is refunded, the amount is automatically returned to that card. The refund typically appears on the customer’s statement within 5–10 business days.

Do saved cards expire in ScanPay?

‍The saved card reference does not expire, but the physical card does. Once the card expires, charges will fail until the card details are updated.

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Permissions & Team Management

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Why can’t a saved card be deleted?

Only Owners and Admins can delete saved cards. If the user is a Dispatch Admin or Member, the business owner or an Admin must remove the card.

Can control over who can add cards be customized?

Yes. Business owners can manage card-on-file permissions, including View, Add, and Delete, for each team member individually from Team Settings.

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Troubleshooting Common Issues

❗ Issue: "Card charge failed"

Common reasons:

• Insufficient funds – Not enough money in account
• Expired card – Card is past expiration date
• Card canceled – Customer canceled or replaced card
• Bank declined – Card issuer rejected transaction
• Incorrect billing info – ZIP code or address mismatch

What to do:

1. Read the specific error message
2. Check if the card has expired
3. Contact the customer to:
   • Confirm the card is still active
   • Request updated information
   • Provide an alternative payment method
4. Update card details if needed
5. Try charging again or use a different payment method

❗ Issue: "Customer says they didn't authorize the charge"

Why authorization documentation is critical:

If a customer disputes a charge, your written authorization documentation is your only protection.

Immediate steps:

1. Locate your signed authorization or consent documentation
2. Contact the customer to clarify the situation
3. Share authorization documentation if needed
4. If it's a legitimate dispute, process a refund immediately

Prevention:

• Always obtain written authorization before saving cards
• Keep authorization records with customer files
• Add notes in customer profiles documenting when/how authorization was obtained
• Use service agreements or contracts that include card storage terms

❗ Issue: "Card is expired"

Proactive approach:

1. Monitor card expiration dates monthly
2. Contact customers 30-60 days before expiration
3. Update card information before it expires

When discovered during charging:

1. Contact the customer for updated information
2. Delete the expired card (Owners/Admins only)
3. Add the new card details
4. Process the payment

❗ Issue: "Customer wants their card removed"

For Owners/Admins:

1. Navigate to the customer profile
2. Tap the saved card
3. Tap Delete card
4. Confirm deletion

For Dispatch Admins/Members:

Contact your business owner to have the card removed.

Note: Deleting a card doesn't affect past transactions, only prevents future charges.

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Best Practices by Role

For Business Owners

✅ Set clear team policies on who can save cards and when

✅ Create standard authorization forms or contract language

✅ Train your team on proper authorization procedures

✅ Regularly audit saved cards for expired or outdated information

✅ Establish a system for organizing authorization documentation

✅ Review dispute procedures with your team

For Dispatchers & Back Office

✅ Monitor card expiration dates proactively

✅ Update expired cards before they become an issue

✅ Document all card updates in customer notes

✅ Keep authorization documentation organized and accessible

✅ Follow up on failed charges promptly

For Field Technicians

✅ Obtain written authorization before saving any card

✅ Explain the benefit to customers ("faster invoicing in the future")

✅ Verify all information carefully before saving

✅ Save cards immediately after receiving authorization

✅ Never save cards without proper documentation

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