☝️Note: Online payments currently only work with online bookings. You won't be able to process a payment 'in' Cliniko just yet. If your patients are not booking online, you'll enter payments as you've normally been doing (manually entering the payment details, but processing the actual payment itself outside of Cliniko.)
If you offer online bookings, you can give your patients the opportunity to pay in advance at the same time they make the booking. This guide will walk you through how to set it up!
There are four parts to this guide:
- Setting up online payments
- What the patient sees
- How an online payment looks in your account
- Refunding online payments
☝️Note: You will need to have an account with Stripe in order for this to work. If you have one already, great! If not, don’t worry—read on, and we’ll get you set up with one in no time!
Set up online payments
Head to Settings, and then Online payments:
On the next page, press the Connect with Stripe button:
If you already have a Stripe account, you can sign in (there will be a spot for you to do so on the next page). If you don't, you'll need to create one. Just fill out all the details on the Stripe page, which will look something like this:
Before finishing, you'll need to be sure that you authorise access to the account:
☝️Note: Linking your Stripe account with your Cliniko account will not automatically enable online payments. You'll need to configure some additional settings!
Once you've authorised Stripe access, you'll be brought back to your online payment settings, and it'll look something like this:
Next, you'll want to enable your account settings to:
- Accept online payments
- Choose whether or not you want to require payment before the booking is confirmed
- Select the payment type that any online payments will be logged as
- Select the services that will accept online payments
We'll go through what this all means below!
Accept online payments
Connecting to Stripe won't automatically mean that your patients can pay online—you'll need to configure a few more settings. The first thing you'll want to do is ensure that your online payments settings have 'Accept online payments' turned On:
This is an important step, because without this setting turned on, your patients won't be able to pay online!
Require payment before completing the booking
Do you want to require that online payments are made before bookings are completed? Or, do you want to give patients the option to pay online beforehand—only if they want to? (Meaning they can also choose to not pay online, and you’d need to process their payment separately.)
If you want to absolutely require that a payment is made before the patient completes the booking, be sure to turn on 'Require payment before completing booking':
When this is enabled, your patients won't be able to actually book their appointment until they fill out their payment information.
Select a payment type
When your patients pay online, the information from that payment is going to have to be recorded somewhere! As you most likely already know, when you record a payment in Cliniko, you have to select the payment 'type' (such as cash, credit card, EFTPOS, etc.).
For online payments, you'll need to select a payment type, too:
This can be something that already exists (such as 'Credit card'). Or you can create a new payment type called 'Online payments', or whatever makes sense to you. Just remember: every payment entered via online bookings will be lumped into this category. So if you want an easy way to get an 'at-a-glance' view of online payments, it might be worthwhile to create a brand new payment type for the occasion!
Select the services that accept online payments
The last thing you'll need to do is select the services (appointment types) that will accept online payments. Perhaps you want all of your appointment types to accept online payments—perhaps just a few!
In either case, you can select which ones should accept online payments in your online payment settings:
You can also adjust this setting within each individual appointment type's settings:
☝️Note: When you save the online payment settings, you may encounter an error messages if certain settings aren't enabled:
You'll have to ensure that the Reservation length setting is enabled in your online bookings settings:
This step holds a patient’s reservation while their payment is being processed. That way it doesn't get scooped up by someone else. It doesn’t have to be very long—just somewhere between 5 and 15 minutes.
What does the patient see?
When it comes time to book and pay, the patient is going to go through the same regular online booking process as always. They won’t see anything different until the final step—the payment!
Once the patient selects their appointment and fills out their personal details, they'll be prompted to input their payment information. If you require that payment is entered prior to the booking, the patient will see this at the top of the online bookings page, before they can actually confirm their appointment:
Below, they'll have to input their payment details:
Once all is said and done, they'll see the following (assuming their booking is successful):
How does an online payment look in my account?
Great question! So, an online payment is going to look pretty similar to a 'regular' payment. There are a few key differences, though.
Firstly, an invoice will automatically be created—and paid. The little black ‘money’ symbol on the appointment will let you know:
If you open the appointment, you'll see this, as well:
If you take a look at the invoice, you'll see how and when it was paid. For online bookings, this typically will be before the appointment date:
If you view the payment, you'll note a new field at the bottom: 'Online payments'. This indicates the patient's payment, as well as the Stripe fee, the net payment amount, and the date it was paid.
WAIT! What's this about a fee?
If you’re using online payments, Stripe will charge a fee for each transaction. The total amount will differ based on a couple of things: where in the world you're located and what type of card the patient pays with (domestic or international).
Why the fee, though?
Stripe is an incredibly powerful payment processor, and they're one of the best around. In fact, we use them to process your Cliniko subscription payments, and we're charged fees, too! Stripe has amazing support, they're used world-wide, and they're also just super easy to use.
Like any company, they need to make money—and transaction fees are their way of doing it. It's a small price to pay for safe, secure transactions that are processed in real time!
How do refunds work?
Right now, all refunds need to be processed through Stripe—they can't be processed through Cliniko yet.
If you need to refund a payment, you'll be able to open it up in Stripe via the 'View in Stripe' link:
That will open the payment in Stripe for you:
Click anywhere on that payment—or click the three dots (
...) to the right, and it will open up another new page, and you'll see the option to refund in the corner:
Press that, and you'll be prompted to select the amount and reason:
Press the Refund button, and you'll see that the payment now has a 'Refunded' note next to it in Stripe:
Stripe also has resources for issuing refunds on their support site.
☝️Note: Because this refund won't be reflected in Cliniko just yet, you'll need to manually edit the payment within your Cliniko account.
As always, if you have any questions about online payments, our support team is here to help. Happy booking! 🤗