Payment Processing Questions
Q: "I started the checkout process but need to add more items. What should I do?"
A: Once you begin the payment process and take a form of payment, you cannot return to edit the cart. You'll need to:
Complete the current transaction
Void the original invoice from the web
Start a new transaction with all items
Best Practice: Always verify cart contents before starting checkout!
Q: "Why isn't my patient's AR Wallet balance showing up at checkout?"
A: If the AR Wallet shows as "Unavailable" or the balance isn't appearing:
Exit the checkout process
Check patient's wallet balance in their profile
Add any missing credits if needed
Restart checkout process
Note: Wallet credits must be added before starting checkout.
Q: "My patient wants to split payment between multiple methods, but the tip option disappeared. What happened?"
A: Tips must be added during the first payment screen. If you miss this window:
Complete the current transaction
Void the invoice
Start over and add tips during the first payment Best Practice: Always add tips before processing any split payments.
Tipping Questions
Q: "Why can't my patient pay their tip with their AR Wallet or eGift Card?"
A: AR Wallet and eGift Cards represent pre-paid/redeemable funds, while tips are new charges requiring active payment. AR will:
Process the main payment through the AR Wallet or eGift Card when selected as payment method
Automatically create a separate charge for the tip as a Remaining Balance Due
Allow selection of a different payment method for the tip amount
Q: "The tip amount seems wrong on a discounted service. Is this correct?"
A: Yes - tips are calculated on the original service value, not the discounted price. For example:
$3,000 service reduced to $2,000 through promotions/redemptions
20% tip will still be calculated on $3,000 ($600) This ensures providers receive tips based on the true value of their service.
Technical Questions
Q: "The Cherry/Klarna option isn't showing up for my patient. Why?"
A: For Cherry:
Check if integration is enabled in Settings > Integrations
Verify patient is enrolled through their AR Patient wallet (can check this through profile on the Web or App)
If the patient already has an account with Cherry, confirm their phone numbers match between systems
For Klarna:
Verify integration is activated in Settings > POS > POS Settings (Main Admin access only)
Q: "Can I merge invoices after starting the checkout process?"
A: No, invoices must be merged before initiating checkout. If you need to merge after starting:
Complete current transaction
Void the invoice
Start new checkout and merge invoices first when prompted at the checkout screen
Process Questions
Q: "When should I hand the device to my patient during checkout?"
A: Depending on your business flow, the ideal handoff point is:
After you've reviewed/finalized the cart
After selecting payment method > turn device toward patient
Then, they can control the tip selection- This allows patients to privately/independently select tip amount, confirm details on their end and complete payment.
Q: "My patient wants to use multiple payment methods. What's the best way to handle this?"
A: For split payments:
Add all tips during first payment screen
Enter partial amount for first payment method
System will calculate remaining balance
Select next payment method for remaining amount
Please keep in mind Text2Pay cannot be used with split payments at this time.
Q: "What happens if I need to change the provider after payment is complete?"
A: You can adjust the provider assignment after payment by:
Locating the invoice (on the Web only) by going to Sales > Invoices and clicking into the invoice needed
Selecting provider name to change
You can also adjust tips and redistribute tip amounts through here, if applicable
Business Operations Questions
Q: "How do I track cash payments and change given?"
A: The system only records the final transaction amount. For detailed cash tracking:
Use the Change Calculator for accurate change computation (Web and iOS have this option at checkout)
Keep separate manual records if needed
Note that cash flow details aren't tracked in Business Insights
Q: "Can I modify tip amounts after the transaction is complete?"
A: Yes, through the Web dashboard:
Go to Sales Tab
Select the invoice
Click "Edit Tip"
Adjust amount and save
Note, tip amounts can only be redistributed and the value of the overall tip given cannot be increased or decreased
Q: "What should I do if the wrong items end up in the wallet after a transaction?"
A: Items will default to the Patient's Wallet after a transaction
Either on the Web or iOS App, head to the patient's profile and locate their patient wallet
Swipe left to remove the incorrect item(s) from the wallet
Click "Add Products/Packages" to add the correct items and value to the wallet from there (the Wallet Log/Usage at the bottom is helpful as a footprint of wallet actions done for this reason)
Complete next transaction normally to redeem proper items.
Best Practice: Only use QuickPay for retail items or pre-purchasing packages and try to use "guest" checkout as little as possible! You ideally want every transaction tied to a true patient profile and patient name.
Training & Support Questions for Your Teams
Q: "How can I train my staff on the checkout flow and system?"
A: We recommend:
Review the new features guide
Practice with test transactions
Schedule team training sessions
Contact support for additional guidance
Q: "Where can I find more detailed information about specific features?"
A: Access resources through:
Learning Articles and resources here: https://learn.aestheticrecord.com/en/
Support team contact through our Live Chat Support widget in your account on both Web and Provider App
Client Success Center here: https://client.aestheticrecord.com/officehours
Troubleshooting Common Issues
Q: "Why isn't my card reader connecting?"
A: For card reader issues:
Check Bluetooth/WiFi connection for devices-- please use the articles through this link to locate the setup and troubleshooting guides for your specific reader(s): https://learn.aestheticrecord.com/en/?q=reader
Verify reader is properly paired
Review connection guide for your specific reader model
Contact Live Chat Support if issues persist
Q: "The system seems slow during checkout. What should I do?"
A: To optimize performance:
Ensure your Provider App is up-to-date through the App store! This is usually the case so we recommend checking for and turning on automatic updates for your iOS devices.
Complete charting before starting checkout
Merge invoices before payment process
Verify internet connection
Close unnecessary browser tabs/apps