Budtenders and cashiers, we’ve created this handy ACH payment FAQ guide just for you. In this article, you’ll find best practices, troubleshooting tips, and other great information to help you learn how to incorporate the ACH payment method into your register workflows.

 

 

Conducting transactions with ACH payments

1. How do I turn on the ACH payment method at the register?

Once your dispensary has signed up to accept ACH payments, your shop manager and/ or admin can enable the ACH payment option via the Klicktrack app settings.

 

2. How do I run an ACH payment at the register?

The basic instructions for conducting an ACH transaction are outlined in the expansion panel below. Detailed instructions, including a demo video, can be found in our ACH payments how-to guide.

 

1. Add the customer profile to the transaction via the people icon on the right-hand side of the cart.

2. Add products to the cart.

3. Select Total.

4. From the payment method screen, select ACH Payment.

5. Confirm the customer’s name, phone number, and birthdate.

6. Select Send SMS Paylink to Phone Number

7. Ask the customer to inform you once the payment is successful (or, conversely, if it is declined).

8. Once the customer informs you of the successful payment, select Check for Payment Confirmation.

9. Select Done from the Sale Complete screen.

 

3. How do ACH payments work for the customer?

The basic instructions for the customer ACH transaction flow are outlined in the expansion panel below. Detailed instructions, including a demo video, can be found in our ACH payments how-to guide.

 

1. The customer receives an SMS message on their personal device with a payment link.

2. Clicking the payment link drives the customer to the ACH payment options screen. From here, the customer can select their payment method.

   • If this is the customer’s first time using ACH, the customer will be able to set up their payment method from this screen.

3. The customer clicks the Pay button.

4. The customer receives either a success or failure confirmation message, which they should communicate to you.

   • If the transaction is successful, follow steps 8 & 9 above to complete the transaction.

   • If the transaction is unsuccessful, click cancel to return to the register and complete the transaction utilizing a different form of payment.

 

4. Can I cancel an ACH payment that has already started?

During the checkout process, if you need to cancel the ACH payment, you can do so at any time by selecting the red Cancel ACH button.

 

Once you select cancel, the app will return you to the register so you can resume the transaction. Canceled transactions do not create a sales record in KlickTrack.

 

5. What happens if I have a customer that needs to step away or otherwise pause the checkout process?

If no other customers are waiting, we recommend keeping the transaction alive until the customer returns to complete the transaction.

 

If the register is needed to process another transaction, we recommend canceling the ACH payment and restarting the process once the customer has returned.

 

---

Returns and Voids

1. How do I issue a refund for a sale completed with an ACH payment?

Customer returns for products completed with an ACH payment are refunded in cash and done via the standard returns workflow in KlickTrack.

 

Please note that if you included a surcharge, it will be deducted from the customer’s refund amount when a return is processed, regardless of whether the return is for a single line item or an entire order.

 

2. How do I void a sale completed with an ACH payment?

Transactions completed using ACH payments can be voided utilizing the normal Void flow.

 

If you included a surcharge in the transaction, it will not be deducted from the order total when a void is processed.

 

---

 

Troubleshooting ACH Payments

1. The customer did not receive the SMS message even though I received a confirmation that the SMS message was sent; what do I do?

If you encounter this scenario, we recommend taking the following steps:

1. Cancel the ACH transaction

2. Return to the payment method screen and select ACH payment

3. Confirm with the customer that the phone number you have on file is accurate, and edit as needed.

4. Send a new SMS pay link to the customer.

If the customer receives both the original and the new SMS pay link, instruct them to use the payment link from the most recent SMS message.

 

2. The app became unresponsive after the customer confirmed that the payment was successful, and I could not complete the transaction. What do I do?

In this scenario, you will need to have your Store Manager refund the transaction to the customer from your dispensary’s Stronghold dashboard. The return must be done from Stronghold, as canceled or incomplete transactions are not recorded in KlickTrack.

 

To complete the sale, you will need to re-run the transaction with the customer in KlickTrack. If the customer wants to complete the transaction utilizing the ACH payment process, you must restart the payment process from the payment method screen.

 

3. I forgot to attach a customer to the cart before moving on to the payment method. Do I need to go back to the cart to add a customer before proceeding?

No need to go back to the cart, you can proceed directly from the payment method screen and add the necessary customer information in the next step.

 

Once you select ACH as the payment method, you will see a screen with the customer’s name, phone number, and birthdate. This information auto-populates if you have added a customer to the cart before moving to the payment method and can be edited to add new information if that information needs to be updated or added.

 

4. We’ve been unable to process ACH payments all day; what do we do?

If you have encountered consecutive ACH payment issues, such as delayed or failed SMS pay link messages or sale competition failures, please have your Store Manager reach out to Stronghold support.

 

If the issues you are encountering are related to the KlickTrack app, such as the inability to select ACH, app freezing or disconnecting, or successful sales failing to record, please reach out to the KlickTrack customer support team.