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This article assumes you are using MacPractice Build 12.21, as all of the features described in this article are available in this build. You also have access to Online Patient Payments, which is covered in this article here.

If you are on MacPractice Builds 12.11 and below, you will want to refer to this article TSYS Integration Set Up and Usage Guide (12.11 and earlier) instead.

MacPractice Support can assist with the MacPractice integration of TSYS Credit Card Processing, but any issues regarding the hardware or a failure to process a credit card payment should be brought to the TSYS ISV Care Team. TSYS will also provide you with any passwords required for the Card Processing Machines. Their phone number is (855) 882-0507 if you ever need to reach out to them.

Set Up Instructions

In order to successfully set up TSYS, you'll need to have Domain Management set up on their MacPractice account. You'll also need to be running MacPractice Build 12.21.

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To add a new device, navigate to the MacPractice Menu > Preferences / Settings > TSYS Card Processing and click the Green Plus above the Card Processing Devices table. Clicking this will open up a new window where you can enter the details of the Card Processing Device.

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You'll note that all the fields except Device Nickname and Device IP address are marked red as required. The Device Nickname is an identifier solely used in MacPractice to distinguish between PAX Card Readers (for example, you could set a Nickname as "Front Desk Card Reader", or "Back Office Card Reader", etc as necessary to clearly identify your different readers.

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Switching, Resetting, and Rebooting Devices

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We know that not all offices have the same AVS requirements set up on their account so we will allow users to set their AVS options specific to their requirements in Preferences > TSYSCard Processing.

Regardless of what options are set here, setting up an account's Wallet will require both Address and Zip Code verification. 

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In addition to the new Default Payment Type preference, we've also added in a new Payment Type, Insurance Credit Card, which grants the ability to process Insurance Credit Cards through TSYS. This can be selected like any payment method in the Payments Menu of the Ledger.

This change will be reflected in several reports that track insurance payments.

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The purpose for adding a custom Payment Type is for your organizational purposes. If you want to track a specific type of insurance credit card payment, say from a particular insurance company, you could add a custom Payment Type which you could then track more easily via our Reports.

Setting the TSYS Card Receipt Form (optional)

The last step is to set a Card Receipt Form in Preferences so when you print off a Credit Card Receipt, MacPractice knows which form to use.

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Without the TSYS feature on your MacPractice license and no valid Credit Card Machine is connected, the Payment Window would look like this. If your Payment Window looks like this, double-check that you have followed the steps in the TSYS Preferences and Set Up section.

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When you do have a valid credit card machine connected to this computer, your MacPractice Payment Window will instead appear as so:

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There are five processing options available. There is also a Payment Type of ACH available, but this can only be used for Recurring Payments.

Processing Options

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Credit/Debit - Transmit

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Credit - Manual

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Card on File

Each of these is a particular method for processing the payment, divided up into three methods; Transmit, Manual, and Forced. We'll describe each one in turn.

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When you click the Manual Entry button, it'll bring up a window where you can enter the card details.

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This method has the advantage of not needing the card reader physically present, which is great for situations such as processing payments made through statements or mail. (although the Card Reader must still be available on the same network as the MacPractice Server!)

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The Card Number and Expiration Date fields are required. CVV may be necessary depending on how your TSYS account and hardware is configured.

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Partially Approved Payments

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When a credit/debit card is processed and there is not enough available on the card, you may see a Partial Approval prompt window.

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This window contains an explanation of the situation, demonstrating that only a portion of the payment was approved. At this point, you can choose, at the patient's discretion, to either Void the transaction and make other arrangements to cover the full payment amount, or you can keep the partial approval and make other arrangements to cover the remainder of the cost.

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Upon clicking the "Save" button on the Payment Window, a prompt will appear allowing you to select the printer. The printed receipt form matches the dimensions for a DYMO Printer standard size, but you can print it off with any kind of printer.

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You can also select the payment or refund in the patient's ledger and select "Print TSYS Card Receipt" from the Print Menu. You can also simply double click the receipt line in the ledger to open up the receipt, allowing you to reprint an existing receipt.

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Finally, you can print off both patient and insurance credit card receipts from the Transaction Log, which we'll cover in that section.

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The second method is to navigate to the Transaction Log node of the Accounting Ability, select the payment in question, and select "Void" from the Actions drop down menu. We'll cover this interaction more in the Transaction Log section.

If the batch has already been closed, you'll need to refund the credit card transaction, as the transaction will no longer be able to be voided. In this situation, when attempting to void a transaction, you would see an "Error - Not Found" message.

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Refunding to a Credit/Debit Card

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On occasion you'll need to issue a refund to a credit or debit card. Thankfully, refunding a credit card payment is as simple as refunding a normal payment.

First, select the payment in the Ledger with the credit card transaction you'd like to refund, and select Refund from the "Other" drop down menu. You will have to unapply the credit card payment  from any connected charges prior to refunding.

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The Refund window will appear, and you'll note that with the "Refund Credit to Credit Card" checkbox enabled, the payment method will be displayed. In prior implementations of our TSYS Integration, a user was once able to refund to any card, but this functionality was removed in Build 12.15 of MacPractice.

If you wish to refund a higher amount than the original payment, you will need to first adjust the original payment's amount in order to refund the higher amount. When adjusting the original payment, you'll likely see an alert warning you that the new amount does not match the card transaction amount as a safety precaution.

Refunding to Check

If you find yourself in a situation where you need to issue a refund by check, the best way to accomplish this is to select the credit/debit payment in a ledger, then select Refund as you normally would, and then check the "Refund Credit by Cash or Check" option in the Refund window. You'll still need to ensure that there is an unapplied portion of the payment to refund. 

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The layout of the Transaction Log is similar to other nodes in the Accounting Ability. The table will list Transactions in the date range set in the Start Date and End Date. These fields default to today's date.

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• Void: This action will attempt to Void the selected transaction. Voiding a transaction will only be successful if the current credit card batch is still open. See Batch Management for further details.
  It is important to note that a voided transaction will not be displayed when looking at a patient's ledger. If you void a transaction, you should immediately navigate to the patient's ledger to address the payment accordingly. We typically recommend refunding the card payment without entering a credit card so the ledger correctly adjusts the balance accordingly, then adding a comment to that refund to document what happened.

• Print Receipt: This action allows you to print a credit card receipt for the selected transaction, as described in Receipts. This method does not create a new Receipt ledger item. This option functions for both patient and insurance credit card payments.

• Go To Transaction: This action will take you to the selected transaction in the appropriate ledger.

• Post as New Patient Payment: This action is used on Non-Ledger Transactions. With a non-ledger transaction selected, you can use this action to post the transaction to a patient's ledger as a new patient payment. You'll be prompted to select the patient you wish to post the payment to. This will allow you to post the payment without having to re-run the credit card transaction.

• Post as New Patient Insurance Payment: This action is used on Non-Ledger Transactions. With a non-ledger transaction selected, you can use this action to post the transaction to a patient's ledger as a new insurance payment. You'll be prompted to select the patient you wish to post the payment to. This will allow you to post the payment without having to re-run the credit card transaction.

• Post as new Bulk Insurance Payment: This action is used on Non-Ledger Transactions. With a non-ledger transaction selected, you can use this action to post the transaction to a bulk insurance payment for an insurance company. You'll be prompted to select the Insurance Company you wish to post the payment to. This will allow you to post the payment without having to re-run the credit card transaction.

• New Non-Ledger Sale: This action is used with no transaction selected. It allows you to run a credit card transaction that is not associated with a ledger patient or insurance payment. You can later post it as a patient/insurance payment with the above "Post as New Payment" actions if you wish. Non Ledger Sales are not reflected on any patient balances and will not appear on reports.

• New Non-Ledger Refund: This action is used with no transaction selected. It allows you to run a credit card transaction that is not associated with a ledger refund. This option should be used sparingly, as a blind credit sent to TSYS without a connected transaction will raise a flag with their risk mitigation team and will likely be subject to review by TSYS. Non Ledger Refunds are not reflected on any patient balances and will not appear on reports.
  Non-Ledger refunds cannot be tied to any ledger items like Non-Ledger Sales can be.

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Let's say you accidentally ran a credit card transaction for the wrong account, and wish to post it to the correct account.

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In order to accomplish this correction, you'll first need to locate the original payment that has the credit card transaction tied to it. You can either navigate to the patient account if you know it, or you can locate the transaction in the Transaction Log.

Once you've located the payment, you will need to delete it from the incorrect patient's account. You will see a warning that deleting a payment will not void or refund the credit card payment.

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By deleting the payment that the transaction is connected to, you will turn this transaction into a Non-Ledger Transaction. These can be located in the Transaction Log.
From there, you can use the Transaction Log Action "Post as New Patient Payment" or the Action "Post as New Patient Insurance Payment". This will create a new payment, either patient or insurance, and the credit card transaction will be tied to this payment.
You will be prompted to select a patient upon selecting this action.

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• Open Recurring Payment Plan: This option allows you to open up an existing Recurring Payment Plan. You can edit the Payment Type associated with new plan payments, or the reference number by doing this, but cannot edit other details.

• Discontinue Recurring Payment Plan: This option allows you to discontinue a Recurring Payment Plan if it is no longer necessary or you need to adjust the Recurring Payment Plan, as you cannot edit them once created.

• New Recurring Payment Plan: This option allows you to create a new Recurring Payment Plan that can use either a Card on File or an ACH Account from the Account's Wallet.

• Go to Recurring Payments Manager: This option will take you to the Recurring Payments Manager, located in the Accounting Ability.

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Once you have filled in all required information and set the desired frequency, you'll click the Calculate Payment Schedule button to populate the information in the Payment Schedule Panel.

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When calculating the final payment, keep in mind that not all schedules will have even amounts. There could be instances where final payments are pennies while other final payments are remainders of the amount left. In MacPractice, we will handle final payment calculations in a couple of ways depending on whether you have selected a specific number of payments vs. a specific payment amount:

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• Example: If a user has a $100 total broken out into 3 payments, the first two payments will calculate to 33.33 and the final payment will be 33.34.

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If you select a specific payment amount until it is paid off, we will ensure that the last payment is not more than the payment amount - we will add another payment to the plan to process this payment. 

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Online Patient Payments is a new feature included in MacPractice Build 12.21. You can learn more about this feature in this linked article.

Common Error Messages

We never want to see error messages, but they do provide us information regarding any problems we may be facing. This section can help you interpret what these error messages mean. If you are EVER in doubt, contact MacPractice Support and we can assist you.

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These three errors above have to do with the communication being received from the PAX Device. This may indicate a faulty connection or a malfunctioning PAX Device. Troubleshooting steps could include unplugging the PAX Card Reader and re-plugging it in (both power and ethernet connection) and reconnecting the PAX Card Reader via the TSYS Preferences and Setup instructions. If problems persist, please contact TSYS for further information.

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The following table describes errors and messages that the PAX Card Reader itself will produce in various situations. For more detail on some of these issues, please contact TSYS Support.