Dentrix Ascend Pay Getting Started Guide

With Dentrix Ascend Pay, you can process credit card payments in Dentrix Ascend, and patients can make payments online. The credit card processing features of Dentrix Ascend Pay are available as part of your Dentrix Ascend subscription. Worldpay is the third-party provider of the credit card transaction service. This guide provides instructions for purchasing, configuring, and using Dentrix Ascend Pay.

Prerequisites

Creating Worldpay merchant accounts

You should have one merchant account per location in your organization. To register for merchant accounts, contact Worldpay (https://www.worldpay.com).

Tip: For help creating your Worldpay merchant accounts, you can contact Colton Sermersheim, a Henry Schein One product sales specialist, at Colton.Sermersheim@henryschein.com.

Purchasing compatible credit card readers

Purchase credit card readers from Worldpay or Henry Schein One. Dentrix Ascend Pay supports the following payment devices:

Setup

Connecting payment devices

Before you can use Dentrix Ascend Pay to process credit card payments, you must connect payment devices (such as the Ingenico iSMP4 and Verifone MX 915) to your office network.

Dentrix Ascend Pay supports the following payment devices:

Configuring credit card options

Before you can use Dentrix Ascend Pay to process credit card payments (in-office or online), you must configure the following credit card options for each location in your organization:

To configure credit card options for a location

  1. If you are not already viewing the correct location, select it on the Location menu.

  2. On the Settings menu, under Location, click (or tap) Credit Card Options.

    The Credit Card Options page opens.

    Note: You can click (or tap) the https://worldpay.com/ link to open the Worldpay website.

  3. Click (or tap) Add Account.

    The options to add a Worldpay account become available.

  4. Set up the following options:

    • Account name – Enter a name to identify the Worldpay merchant account. The name must be unique across all accounts in this location.

    • Acceptor ID – Copy the Worldpay acceptor ID that you received from Worldpay, and then paste it into the Acceptor ID box.

    • Account ID – Copy the Worldpay account ID that you received from Worldpay, and then paste it into the Account ID box.

    • Terminal ID – Enter an ID for the terminal that you want to use for online payments and that you want to use as the default ID for all lanes that get added to the account.

    • Account token – Copy the account token that you received from Worldpay, and then paste it into the Account Token box.

  5. Click Add.

    The merchant account appears in the Worldpay Accounts list.

  6. To specify which account you want to use to handle online payments, from the Account for Online Pay Processing list, select an account.

    Note: In the Worldpay Accounts list, the account for online payments has a bookmark symbol on it.

  7. With an account selected, for each payment device that you want pair with that account, do the following:

    1. Click (or tap) Add Lane.

      The options to add a lane become available.

    2. Set up the following options:

      • Lane name – Enter a short description to identify the device in Dentrix Ascend. The name must be unique across all lanes in this location.

      • Terminal ID – Enter an ID for the terminal, such as 0001.

        Note: If this is the lane that you want to use for online payments, enter the same Terminal ID that was entered for the account.

      • Activation Code – Do one of the following:

        • Enter the activation code that is displayed on the payment device.

        • To generate an activation code for a payment device that is already associated with one of the merchant accounts for this location, click (or tap) the Generate Code button , select a lane from the Use lane list, and then click (or tap) Generate.

        Note: When the payment device is activated, the Activation Code box becomes the Terminal Serial # box and contains the serial number of the device.

    3. Click Add.

      The activated device appears under the corresponding account in the Worldpay Accounts list.

Transactions

Posting credit card payments

You can post a credit card payment through Dentrix Ascend Pay similarly to how you post a patient payment without Dentrix Ascend Pay, but there are a few differences.

Notes:

To post a credit card payment

  1. On a patient's Ledger page, click (or tap) Payment.

    How to get there

    1. If the correct patient is not already selected, use the Patient Search box to access the patient's record.

      Note: You can include inactive patients in the search results by setting the Include inactive patients switch to On.

    2. Do one of the following:

      • On the Patient menu, under General, click (or tap) Overview. The patient's Overview page opens. Click (or tap) the Ledger box.

      • On the Patient menu, under Financial, click (or tap) Ledger.

      The patient's Ledger page opens.

    Note: You can also enter a credit card payment as part of the check-out process (on the Payment tab of the Patient Walkout dialog box).

    The Enter Payment dialog box appears.

  2. Leave the current date entered in the Transaction date box, or click (or tap) in the box to select the correct date.

    If you attempt to backdate the payment to a date that would cause it to become locked (based on your organization's transaction lock setting), the Locked Time Period pop-up box appears. In the Authorized user and Password boxes, enter your credentials if you have permission to backdate transactions into locked time periods, or have someone with permission enter his or her credentials. Then, click Unlock.

    Note: Backdating transactions into locked time periods requires the "Override Locked Transaction" security right.

  3. Enter the Amount of the payment.

  4. From the Method list, select Credit Card Payment. This is the only payment type that you can use to process a credit card payment through Dentrix Ascend Pay.

  5. From the Use lane list, select the correct payment device.

  6. Click (or tap) Click to Swipe Card. This button is available only if you have entered an amount and selected a lane.

    An animated ready indicator appears. The device is ready for input.

  7. Use one of the following methods of interacting with the payment device:

    • Cardholder interactions (actual steps may vary by device):

      1. The cardholder follows the prompts on the device to insert, swipe, or tap using a card or a mobile payment app on a smartphone.

        Note: The types of interactions that are available vary according to the payment device being used.

      2. If the device prompts the cardholder to do so, he or she selects Debit or Credit.

      3. The cardholder confirms the amount displayed.

      4. If the transaction is approved, and if a signature is required by the credit card issuer, the cardholder signs on the payment device as directed by the device.

        Note: Digital signatures are possible only if the payment device being used has built-in signature capability (such as the Verifone MX 915).

    • Manual card entry (actual steps may vary by device):

      1. Do one of the following, according to the device being used:

        • Ingenico iSMP4 - Press the F1 key to select Enter Card.

        • Ingenico iPP 320 - Press the F1 key to select Enter Card.

        • Ingenico iSC Touch 250 - Tap Enter Card with the stylus or your finger.

        • Verifone MX 915 - Press the red X key once.

        Note: Pressing the rex X key twice on the MX 915 cancels the transaction; whereas, pressing the red Cancel key once on the iSMP4, iPP 320, or iSC Touch 250 cancels the transaction.

      2. Enter the card number, and then confirm it.

      3. Enter the expiration date, and then confirm it.

      4. If the device prompts you to do so, select Debit or Credit.

      5. Confirm the amount displayed.

      6. If the device prompts you to do so, enter the ZIP Code that is associated with the billing address for the card, and then confirm it.

    Once the transaction has been processed, the details of the transaction appear for your reference.

    Note: Even though you have not clicked (or tapped) Save, the payment has been posted to the patient's ledger because funds have been exchanged.

  8. To print a receipt, click (or tap) Print Receipt.

    The receipt appears on a new browser tab, so you can print it.

  9. Set up the following options for the payment as needed:

    • Apply to charges for - The payment goes towards charges for the patient whose record you are viewing or another member of his or her household. If you select [Guarantor], you can apply the payment to charges for any household members.

    • Paid at patient visit - The payment was made at the office when services were rendered. Statistics regarding payments collected during visits appear on the Payment Analysis Report.

  10. The payment amount is applied automatically to the procedure with the oldest date of service and then to subsequent procedures based on the date until the payment amount is used up. However, you can change the Applied amount for any procedure in the procedure list as needed.

    For your reference, the following amounts appear:

    • The Amount not applied is the payment Amount minus the sum of the amounts in the Applied column. This amount will appear as a credit on the account of the patient whose record you are viewing, another household member, or the guarantor, according to the selection that you made from the Apply to charges for list.

    • The Amount applied is the sum of the amounts in the Applied column.

    Notes:

    • If you are entering a payment for procedures on the same date as the date of service or for procedures prior to the current date that are attached to a claim, Dentrix Ascend automatically calculates the estimated guarantor portion of the charges (if the patient has insurance coverage). However, if you are entering a payment for procedures prior to the current date that are not attached to a claim, Dentrix Ascend automatically calculates the estimated guarantor portion to be 100 percent of the charges.

    • If the patient has insurance coverage, and the estimated insurance portion for a given procedure is 100 percent, that procedure does not appear in the Enter Payment dialog box.

  11. On the Tags tab, the tag that corresponds to the type of card that has been processed is attached to the payment automatically. Add other tags to the payment as needed.

  12. If applicable, on the Xfer Reason(s) tab, select or create reasons for a transfer of responsibility as needed.

    To select or create a reason, do the following:

    1. In the Add a tag search box, begin typing the name of a reason. Once you have entered at least two characters, the results list appears with any matches (not case-sensitive). Continue typing as needed to narrow the results list.

    2. Do one of the following:

      • If the correct reason is listed, select that reason to attach it.

      • If the correct reason does not exist, finish typing the name of the reason (spaces are allowed). Make sure that the name is capitalized as desired. Then, select + Create [reason name] to create the reason and attach it.

        Note: The reason that you have created is now available to all Dentrix Ascend users in your organization.

    Note: To save the payment after you add reasons for a transfer of responsibility, your user account must have the security right "Edit responsibility transfer reason" enabled.

  13. On the Notes tab, enter any notes regarding the payment.

  14. Click (or tap) Save.

Viewing electronic statements and making payments online

After an individual statement or a batch of statements is generated, if a patient or guarantor receives an electronic statement (e-statement) communication (an email message or a text message), he or she can use the button (in the email message) or link (in the text message) provided to view the e-statement. Also, if your organization uses Dentrix Ascend Pay, the patient can make a payment online.

Note: The Web address for an e-statement is unique to that statement and is valid for 30 days.

To view an electronic statement and make a payment online (patient does this)

  1. The patient clicks the View Statement button (in an email message) or taps the e-statement link (in a text message).

    The Welcome page of the e-statement website opens in your Web browser.

    If online payments are not allowed

    If online payments are allowed

  2. The patient clicks the View E-Statement button or link.

  3. If online payments are allowed, the patient returns to the Welcome page and does one of the following:

    • To pay the entire amount due, the patient clicks Pay Full Amount.

    • To pay a custom amount, the patient clicks Choose Other Amount. On the next page, the patient enters the desired amount in the Enter an amount box and then clicks Click to pay.

    The Payment Details page appears.

  4. The patient completes the form and submits the payment.

Posting insurance credit card payments

If your office uses Dentrix Ascend Pay, you can process an insurance credit card payment on the Worldpay iQ website and manually post the insurance payment to the patient's ledger in Dentrix Ascend.

Notes:

To post an insurance credit card payment

Tip: To reconcile credit card payments at the end of the day, you can add the total amount of credit card payments and the total amount of electronic insurance payments that have credit card numbers.

Viewing credit card payments

You can view the details of a credit card payment (in-office or online) that was posted using Dentrix Ascend Pay. You can also view the details of a voided or refunded amount that corresponds to the payment.

To view a credit card payment

  1. Do one of the following:

    • On the Online Payments tab of a location's Inbox page, click (or tap) an online payment.

      How to get there

      1. If you are not already viewing the correct location, select it on the Location menu.

      2. On the User menu, click (or tap) Online Payments.

        The Inbox page opens with the Online Payments tab selected.

    • On a patient's Ledger page, click (or tap) a credit card payment.

      How to get there

      1. If the correct patient is not already selected, use the Patient Search box to access the patient's record.

        Note: You can include inactive patients in the search results by setting the Include inactive patients switch to On.

      2. Do one of the following:

        • On the Patient menu, under General, click (or tap) Overview. The patient's Overview page opens. Click (or tap) the Ledger box.

        • On the Patient menu, under Financial, click (or tap) Ledger.

        The patient's Ledger page opens.

    The Edit Payment dialog box (or View Payment dialog box) appears.

  2. If the credit card payment has been voided or refunded, to view the offsetting charge adjustment that corresponds to this payment, click (or tap) the See details here link (in the lower-right corner under the text "This transaction has been voided" or "This transaction has been refunded").

    Note: You can also access the void or refund transaction by clicking (or tapping) the corresponding "Credit Card Void" or "Credit Card Refund" adjustment on the patient's ledger.

    The Edit Charge Adjustment dialog box appears.

    Note: You can click (or tap) the See related credit card payment details link to return to the corresponding payment details.

Applying online payments to charges

If your office uses Dentrix Ascend Pay, you can apply payments that were made online by patients to charges on their respective ledgers.

To apply an online payment to charges

  1. Do one of the following:

    • On the Online Payments tab of a location's Inbox page, click (or tap) an online payment.

      How to get there

      1. If you are not already viewing the correct location, select it on the Location menu.

      2. On the User menu, click (or tap) Online Payments.

        The Inbox page opens with the Online Payments tab selected.

      Note: The number on the tab indicates the number of unapplied online payments that have not been viewed yet. Also, unviewed payments appear in bold type.

    • Open a patient's Ledger page.

      How to get there

      1. If the correct patient is not already selected, use the Patient Search box to access the patient's record.

        Note: You can include inactive patients in the search results by setting the Include inactive patients switch to On.

      2. Do one of the following:

        • On the Patient menu, under General, click (or tap) Overview. The patient's Overview page opens. Click (or tap) the Ledger box.

        • On the Patient menu, under Financial, click (or tap) Ledger.

        The patient's Ledger page opens.

  2. If you are viewing online payments in the selected location's inbox, do any of the following as needed:

    • To search for online payments, in the Search guar./card holder/ref # box, enter all or part of a guarantor's name, cardholder's name, or reference number, and then press Enter (or click, or tap, the Search for [text] option that appears below the box).

    • To filter the list by status, on the View menu, select the All check box or the check boxes of only the desired statuses, and then click Done.

    • To sort the list, click (or tap) any of the column headers, such as Guarantor or Status.

  3. Click (or tap) an unapplied online payment.

    The Edit Payment dialog box appears.

  4. Click (or tap) the Auto apply link.

  5. Change any of the Applied amounts as needed.

  6. To print a receipt, click (or tap) Print Receipt. The receipt appears in a new browser tab or window so you can print it or download it as a .pdf file.

  7. Click (or tap) Save.

Reprinting credit card receipts

You can reprint a receipt for a credit card payment (in-office or online) that was posted using Dentrix Ascend Pay. You can also reprint a receipt for a voided or refunded amount that corresponds to the payment.

To reprint a receipt

  1. Do one of the following:

    • On the Online Payments tab of a location's Inbox page, click (or tap) an online payment.

      How to get there

      1. If you are not already viewing the correct location, select it on the Location menu.

      2. On the User menu, click (or tap) Online Payments.

        The Inbox page opens with the Online Payments tab selected.

    • On a patient's Ledger page, click (or tap) a credit card payment.

      How to get there

      1. If the correct patient is not already selected, use the Patient Search box to access the patient's record.

        Note: You can include inactive patients in the search results by setting the Include inactive patients switch to On.

      2. Do one of the following:

        • On the Patient menu, under General, click (or tap) Overview. The patient's Overview page opens. Click (or tap) the Ledger box.

        • On the Patient menu, under Financial, click (or tap) Ledger.

        The patient's Ledger page opens.

    The Edit Payment dialog box (or View Payment dialog box) appears.

  2. Click (or tap) Print Receipt.

    The receipt appears in a new browser tab or window so you can print it or download it as a .pdf file.

  3. If the credit card payment has been voided or refunded, to view the offsetting charge adjustment that corresponds to this payment and print a receipt for the voided or refunded amount, click (or tap) the See details here link (in the lower-right corner under the text "This transaction has been voided" or "This transaction has been refunded").

    Note: You can also access the void or refund transaction by clicking (or tapping) the corresponding "Credit Card Void" or "Credit Card Refund" adjustment on the patient's ledger.

    The Edit Charge Adjustment dialog box appears.

    Note: You can click (or tap) the See related credit card payment details link to return to the corresponding payment details.

  4. Click (or tap) Print Receipt.

    The receipt appears in a new browser tab or window so you can print it or download it as a .pdf file.

Voiding credit card payments

You can return funds to a cardholder's account for a credit card payment (in-office or online) that was posted using Dentrix Ascend Pay. If you need to reverse a credit card payment before 10 PM on the day that it was processed, you void the credit card payment.

Note: To reverse a payment after 10 PM on the day that it was processed or on any subsequent day, you refund it.

To void a credit card payment

  1. Do one of the following:

    • On the Online Payments tab of a location's Inbox page, click (or tap) an online payment.

      How to get there

      1. If you are not already viewing the correct location, select it on the Location menu.

      2. On the User menu, click (or tap) Online Payments.

        The Inbox page opens with the Online Payments tab selected.

    • On a patient's Ledger page, click (or tap) a credit card payment.

      How to get there

      1. If the correct patient is not already selected, use the Patient Search box to access the patient's record.

        Note: You can include inactive patients in the search results by setting the Include inactive patients switch to On.

      2. Do one of the following:

        • On the Patient menu, under General, click (or tap) Overview. The patient's Overview page opens. Click (or tap) the Ledger box.

        • On the Patient menu, under Financial, click (or tap) Ledger.

        The patient's Ledger page opens.

    • While you are entering a credit card payment, after you have clicked (or tapped) Click to Swipe Card, if the cardholder has completed his or her interaction with the payment device, and you need to void the transaction, wait until the credit card is done being processed.

    The Edit Payment dialog box appears. The look depends on whether you are editing or posting a payment.

    When editing a payment

    When posting a payment (immediately after the credit card is processed successfully)

  2. Click (or tap) Void.

    A confirmation message appears.

  3. Click (or tap) Void.

    When the payment is voided successfully, an offsetting charge adjustment is posted to the patient's ledger, and the Edit Charge Adjustment dialog box appears.

    Note: The adjustment Type is Credit Card Void.

  4. Select the correct Provider, and add Tags and Notes as needed.

  5. To print a void receipt, click (or tap) Print Receipt.

  6. Click (or tap) Save & Close.

Refunding credit card payments

You can return funds to a cardholder's account for a credit card payment (in-office or online) that was posted using Dentrix Ascend Pay. If you need to reverse a credit card payment after 10 PM on the day that it was processed or on any subsequent day, you refund the credit card payment.

If the payment is up to 45 days old, the full amount can be refunded only to the original card. If the payment is over 45 days old, the full amount can be refunded to any card. Currently, you can refund only the full amount processed; you cannot refund a portion of the payment.

Note: To reverse a credit card payment before 10 PM on the day that it was posted, you void it.

To refund a credit card payment

  1. Do one of the following:

    • On the Online Payments tab of a location's Inbox page, click (or tap) an online payment.

      How to get there

      1. If you are not already viewing the correct location, select it on the Location menu.

      2. On the User menu, click (or tap) Online Payments.

        The Inbox page opens with the Online Payments tab selected.

    • On a patient's Ledger page, click (or tap) a credit card payment.

      How to get there

      1. If the correct patient is not already selected, use the Patient Search box to access the patient's record.

        Note: You can include inactive patients in the search results by setting the Include inactive patients switch to On.

      2. Do one of the following:

        • On the Patient menu, under General, click (or tap) Overview. The patient's Overview page opens. Click (or tap) the Ledger box.

        • On the Patient menu, under Financial, click (or tap) Ledger.

        The patient's Ledger page opens.

    The Edit Payment dialog box appears.

  2. Click (or tap) Refund.

  3. Do one of the following:

    • For a payment that is up to 45 days old, on the confirmation message that appears, click (or tap) Refund.

    • For a payment that is more than 45 days old, in the confirmation dialog box that appears, select the correct payment device (lane), and then click (or tap) Refund. Then, the cardholder interacts with the payment device.

    When the payment is refunded successfully, an offsetting charge adjustment is posted to the patient's ledger, and the Edit Charge Adjustment dialog box appears.

    Note: The adjustment Type is Credit Card Refund.

  4. Select the correct Provider, and add Tags and Notes as needed.

  5. To print a refund receipt, click (or tap) Print Receipt.

  6. Click (or tap) Save & Close.

Reports

Viewing credit card transaction reports

On the Worldpay iQ website (https://www.AccessMyIQ.com), you can view transaction reports for Dentrix Ascend Pay. For questions regarding those reports, contact Worldpay customer service at (800) 846-4472.

Notes:

Viewing and printing the Integrated Payments Report

The Integrated Payments Report lists credit card payments (in-office or online) that have been posted, voided, or refunded using Dentrix Ascend Pay. You can use this report to help you reconcile credit card transactions in Dentrix Ascend with Worldpay iQ reports.

Notes:

To view and print the report

  1. On the Home menu, under Reports, click (or tap) Integrated Payments Report.

    The Integrated Payments Report page opens.

  2. From the Worldpay account list, select a Worldpay merchant account to view credit card transactions that have been processed through that account regardless of the location from which you are generating the report.

  3. Filter the list by any of the following criteria:

    • Date & Time - The date range of the report is the past seven days by default, but you can change the date. To change the date, click (or tap) in the Date & Time box, and then select a date or date range.

      Note: You can create the report for one of the pre-defined dates or date ranges or for a Specific Date or Custom Range.

    • Card Holder - To filter the report by cardholder, in the Card Holder box, enter all or part of a cardholder's name, and then press Enter (or click, or tap, the Search for [text] option that appears below the box).

    • Card Type - To filter the report by card type, click (or tap) in the the Card Type box, select the check box at the bottom of the list (to select all types) or the check boxes of only the desired types, and then click (or tap) Apply Selected.

    • Transaction ID - To filter the report by transaction ID, in the Transaction ID box, enter all or part of a transaction ID, and then press Enter (or click, or tap, the Search for [text] option that appears below the box).

    • Source - To filter the report by where the payment was processed (in-office or online), click (or tap) in the Source box, select the check box at the bottom of the list (to select both sources) or the check box of only the desired source, and then click (or tap) Apply Selected.

    • Reference # - To filter the list by transaction reference number, in the Reference # box, enter all or part of a reference number, and then press Enter (or click, or tap, the Search for [text] option that appears below the box).

    • Transaction Type - To filter the report by transaction type (payment, void, or refund), click (or tap) in the Transaction Type box, select the check box at the bottom of the list (to select all types) or the check box of only the desired types, and then click (or tap) Apply Selected.

    • Amount - To filter the list by transaction amount, in the Amount box, enter all or part of an amount, and then press Enter (or click, or tap, the Search for [text] option that appears below the box).

  4. Expand the Account Summary to view the subtotals that make up the Net total. For each transaction type, the number of transactions and the total amount of those transactions appear. The account summary reflects the filters that are currently being applied to the report.

  5. To print the report, click (or tap) Print. The report appears in a printer-friendly format in a new browser tab or window. Click (or tap) Print.