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

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 Payment Request 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. Select New Message at the bottom of your screen to send a new message.
  2. Search for a customer by 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.

Sending Payment Requests From Existing Conversations

If you have already started a text conversation with a customer, it's easy to send your payment request directly from there. You can use your desktop or your mobile to send the invoice.

From your desktop:

  1. Select the customer's conversation.
  2. Select Payment Request Sleep-Jun-16-2021-06-29-50-58-PM.
  3. Enter the amount and reference number. Both are required to send a payment request. 
  4. Type your message in the message box or select the Saved Replies Sleep-1 icon to use an existing message. See the quick link Payment request message templates for examples. 
  5. Select Send.

From your mobile:

  1. Select the customer's conversation.
  2. Select the payment  request Sleep-Jun-16-2021-06-29-50-58-PM icon at the bottom of your screen.
  3. Enter the amount and reference number. Both are required to send a payment request.
  4. Select Add payment.
  5. Enter your message in the message box or select the Saved Replies Sleep-1 icon to use an existing message. See the quick link Payment requests message templates for examples.
  6. Select the paper plane plane icon to send your message.

Payment Requests Message Templates

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

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. 

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

  • 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 }
  • Veterinarians
    Hello { customer.name }, Here is the secure link to pay for { appointment.meta_animal_name }'s treatment. Have a great day! { company.name }

Steps for Customers to Pay Their Invoice

Customer 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. You can 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.

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 you 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. There's no easier way to show your customers that their business is important to you.

Manually

Once your customer has paid for their invoice, you will receive a notification, and the invoice card in Kimoby Pay will change to Paid. In your company settings, you can set up saved reply and send it every time a payment has been processed. See the quick link 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 a payment or insert a saved reply. See quick link 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

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

Warning

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

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

  • 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 }

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. 

As soon as the invoice has been refunded, the invoice card will display Refunded, whether it was fully or partially refunded. 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 profess a refund. If the amount to be deposited becomes zero, no deposit will be made.

You can find the invoice in your customer's conversation, profile, and the Kimoby Pay home page. 

Negative Deposits

Each deposits 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.