Payment Request and Refunds

Customers love the convenience of receiving and paying invoices directly from their mobile phones. Plus, they always have an easily accessible copy of their payment receipt at their fingertips.

After setting up your Kimoby Pay account, you can start sending payment requests to your customers.

Quick Links

Note

The Payment Requests page will display in the language your browser is currently in.

Sending Payment Requests From a New Message

Even if you don't already have a text conversation started with a customer, it's easy to send them a manual payment request, either from your desktop or your mobile.

From your desktop:

  1. Select New message at the top left corner of your screen.
  2. Search for a customer by name or by phone number in the first blank field.
  3. Select Invoice Sleep-Jun-16-2021-06-29-50-58-PM.
  4. Enter the amount and reference number. Both are required to send a payment request.
  5. Type your message in the message box or select the Saved Replies Sleep-1 to use an existing message. See the quick link Payment requests message templates for examples.
  6. Select Send.

From your mobile:

  1. From the Homepage Dashboard home, select Send Message or from the Conversations Sleep (100) tab, select the Send Message Conversation icon.
  2. Select Add customer Sleep (16) and enter your customer's name or phone number.
  3. Select the Payment Request Sleep-Jun-16-2021-06-29-50-58-PM icon at the bottom of your screen.
  4. Enter the amount and reference number. Both are required to send a payment request.
  5. Select Add payment.
  6. Enter your message in the message box or select the Saved Replies Sleep-1 icon to use an existing message. See quick link Payment requests message templates for examples.
  7. Select the paper plane plane icon to send your message.

If you want to send a payment request from an existing conversation, skip steps 1 and 2 and instead open a conversation from your Conversations list.


You can also send a payment request directly from the mobile app Homepage Dashboard.

  1. Select Quick Pay Payment.
  2. Enter the amount and reference number. Both are required to send a payment request.
  3. Select Add payment.
  4. Select Add customer Sleep (16) and enter your customer's name or phone number.
  5. Enter your message in the message box or select the Saved Replies Sleep-1 icon to use an existing message. 
  6. Select the paper plane plane icon to send your message.

Creating a Payment Request Using Quick Actions

You can create a payment request link from anywhere in the app with this quick action button. To do this:

  1. Click on the downward arrow next to New message at the top-left of the app.
  2. Click on Payment .
  3. Click on Quick payment.
  4. Enter the reference number and dollar amount of the invoice.
  5. Click on Add payment.
  6. From there, you can click Copy and manually send the link to the customer. Since the link is public, it can be shared anywhere.
  7. Alternatively, you can click Send to customer and send them a message through Kimoby with the attached payment request.

Note

If you have an integration with CDK or Reynolds & Reynolds, you can send a detailed invoice by choosing Pay with invoice instead of Quick payment. Click here for more information.

 

Payment Requests Message Templates

Using templates will help you save time and ensure that your messages are error-free, regardless of who on your team sends them out.

Warning

Do not change any of the words in { curly brackets }. They will be automatically replaced by your customer and/or company information. Change the words in  [ square brackets ], according to the desired information. 

  • Automotive industry
    Hello { customer.name }, We are confirming that your vehicle is ready. If you would like to accelerate the vehicle collection process, please visit the secure link below to process your online payment. Thank you! { company.name }
  • Bike shops
    Hello { customer.name }, We need a [%] deposit before we  [order your parts/start working on your bike]. Here is the secure link to process the payment. Thank you! { company.name }
  • Property management
    Hello { customer.name }, Here is the secure link to pay for your overdue rent of { customer.meta_rent_due }. Thank you! { company.name }
  • General
    Hello { customer.name }, Please visit the secure link to process your online payment. Thank you! { company.name }

Steps for Customers to Pay Their Invoice

Customers will appreciate how easy it is to settle their invoices from wherever they are. Plus, they can choose to pay with the credit or debit card of their choice.

Once you send the payment request, your customer will receive a secure link by text message. They can settle their invoice directly from their mobile phone. As soon as a customer has paid the invoice, you will receive a notification. Find out how to turn on your Kimoby Pay notifications here.

If needed, you can send the following steps to your customers if they are unsure as to how to complete the payment.

  1. Open your text message inbox on your cell phone.
  2. Open the conversation that has the payment request.
  3. Select the secured link to process your payment. A new page will automatically open in your browser. On the top left corner of your screen, you have the option to either call or text that company if you have questions or concerns. You will also see the number of your invoice and the amount due.
  4. Select whether you wish to pay by credit card, Apple Pay, or Google Pay.

Paying by credit card

  1. Select Pay by Credit Card.
  2. Fill in the form with your credit card information.
  3. Make sure all your information is correct.
  4. Select Pay.

Paying by Apple Pay

  1. Select Pay
  2. Place your fingerprint on the home button in order to process your payment.

Pay by Google Pay

  1. Select Pay now or enter your payment information.
  2. Select Pay.


Buy Now, Pay Later

Customers may not always have the means to pay their invoices all at once. When customers have the option to finance, you can much more easily get approval from them for upsold services. 

What is Buy Now, Pay Later?

Buy Now, Pay Later is an alternative payment option for your customers. Instead of paying the whole invoice, they can use Affirm to finance the goods or services they want to purchase. They may need to pass a soft credit check and, if they qualify, will receive financing options based on their credit score.

What is a Soft Credit Check?

A soft credit check is performed when you create an account with Affirm. While it may appear on their credit report, a soft credit check doesn’t impact the customer’s credit score. Unlike a hard credit check, it is visible only to the customer and is used only to get approval for financing.

Click here to view Affirm's privacy policy.

Here are the steps your customer will take to use Buy Now, Pay Later:

  1. Open your text message inbox on your cell phone.
  2. Open the conversation that has the payment request.
  3. Tap the secured link to process your payment. A new page will automatically open in your browser.
  4. Tap Check out with Affirm.
  5. Tap See if you qualify.
  6. You will need to create an account and go through a soft credit check, which will not affect your credit score.
  7. Affirm may propose a few options based on the invoice amount and the result of the soft credit report. 
  8. When you confirm the payment plan, a copy of the payment plan will be sent to you by email.

Managing Buy Now Pay Later Settings in Kimoby

To manage your Buy Now Pay Later settings:

  1. Click on the Pay tab.
  2. Click on the Settings sub-tab.
  3. Scroll down to the Buy Now Pay Later section:
  • From here, you can click the switch button to disable or re-enable this option. 
  • Under Activate for all transactions over, you can set a minimum invoice amount to display the financing option.

Saving Kimoby Pay Invoices

When a customer has paid their invoice, both of you can save the receipt for your records. No more lost invoices! All invoices are in one place, available to download or print anytime.

For you

  1. Open the customer's conversation or profile.
  2. Select View receipt.
  3. A new window will open in your browser with a detailed receipt.
  4. Download the receipt and save it on your computer or print it directly.

For your customer

  1. Open your text message inbox on your phone.
  2. Select the payment request conversation.
  3. Select the secure link to process your payment. The page will automatically open in your browser. 
  4. Select Download to generate the detailed receipt of your transaction.
  5. Select the upward arrow at the bottom of your screen.
  6. Select Create PDF.
  7. Select the upward arrow at the bottom of your screen.
  8. Download the document on your mobile phone and/or send it to a printer directly.

 

Sending a Payment Confirmation Message

Your customers will appreciate a quick thank you message to let them know that the transaction has been processed. You can either manually send them a confirmation or set up automatic messages to save time. 

Manually

In your company settings, you can set up a saved reply and send it every time a payment has been processed. To learn how to set up saved replies, click here. See Payment Confirmation Message Templates for examples.

From your desktop or mobile:

  1. Select your customer's conversation.
  2. Select the Saved Replies Sleep-1 icon and the payment confirmation message.
  3. Select Send.

Automatically

Setting up automatic payment confirmation messages to be sent when a customer completes their payment will save you time and increase customer satisfaction.

From your desktop:

  1. Select the Pay Sleep-Jun-16-2021-06-29-50-58-PM tab on the left side of your screen.
  2. Select Settings in the sub-menu on the left side of your screen.
  3. Select the checkbox Activate automatic message.
  4. Write the message you want to send your customers after they have completed payment or insert a saved reply. See Payment Confirmation Message Templates for examples.
  5. You can send a test message to any phone number.
  6. Select Save changes.

 

Payment Confirmation Message Templates

Using templates will help you save time and ensure that your messages are error-free, regardless of who on your team sends them out.

Here are a few templates you can use to confirm payments. 

Warning

Do not change any words in { curly brackets }. They will automatically be replaced by your customer and/or company information.

  • General
    Hello { customer.name }, Thank you for completing your secure online payment. Have a great day! { company.name }
  • Automotive industry
    Hello { customer.name }, Thank you for completing your secure online payment. Come by our service reception desk to pick up your keys. A service representative will be there to assist you if needed. Have a great day! { company.name }

 

Payment Reminders

You can send customers a friendly reminder to pay for their invoice anytime after a payment request has been sent.

From a conversation:

  1. Open the conversation containing the unpaid payment request.
  2. In the payment request box, click on Remind invoice .
  3. You can modify the reminder message, then click Send.



From the Kimoby Pay dashboard:

  1. Click on the Pay tab.
  2. Click on the Payment Requests sub-tab (selected by default).
  3. Find the payment request you want to send a reminder for and click Remind .
  4. You can modify the reminder message, then click Send.

From the Transaction details page:

  1. Open the customer’s profile by using the Customers tab or the search bar at the top of the screen.
  2. In their profile, click the Invoices tab.
  3. Click the Invoice header of the unpaid payment request.
  4. Click Remind .
  5. You can modify the reminder message, then click Send.

Note:

The template for the reminder message cannot be modified at the moment. We recommend creating a saved reply if you want to have a customized reminder.

Click here for more information on creating a saved reply.

 

Refunding a Customer

With Kimoby Pay, you have the option to do a full or partial refund for any invoice. Issuing a refund is fast, easy, and flexible. Plus, invoices are automatically updated with the refund amounts so you always stay up to date.

  1. Open the customer's conversation or profile. 
  2. Select the invoice card that you want to refund.
  3. Select Refund
  4. Select either Full Refund or Partial Refund with the amount that needs to be refunded. You can refund an invoice as many times as you'd like until the balance of the invoice is zero. 

Once done, the invoice card will display Refunded or Partially Refunded, depending on the type of refund. The refund will automatically appear on the invoice and will also appear on the customer's credit card statement in five to ten open business days. 

Depending on your country, it can take up to 10 business days, and in rare cases, 15 business days, for a customer's bank to process a refund. 

You can find the invoice in your customer's conversation or profile, and in the Payment Requests sub-menu.

Negative Deposits

Each deposit reflects your available account balance at the time it was created. In some cases, you may have a negative account balance. For instance, if you receive $100 in payment but have refunded $200, your account balance would be -$100. If no further payments are received to balance out the negative amount, Kimoby creates a bank transfer that will debit your bank account. If your merchant account is set up to refuse debits, the negative balance will be reported to the next deposits until the negative balance is settled. 

 

Voiding a Payment Request

You can always cancel a payment request in Kimoby. Whether the customer has decided not to go ahead with the transaction or you are no longer offering a service, canceling a payment request is hassle-free. Once voided, the invoice will automatically update to display the changes so that you're always up to date.

  1. Open the customer's conversation or profile.
  2. Select the invoice card you'd like to cancel.
  3. Select Void on the invoice card.
  4. Select Yes, void invoice.

As soon as an invoice has been canceled, the invoice card will display Voided. The customer will no longer be able to pay from their phone, and the payment will show as canceled on the detailed invoice.