Paying Online Through the Customer Portal

When your shop has MonuPay turned on, families can pay a deposit or balance right from their customer portal, with no phone calls or trips to the office. This article explains how that online payment works, when the Pay button shows up, and what happens after a family pays.

When the Pay button appears

The portal only offers online payment when the order is actually ready to collect money. The Pay button shows up when both of these are true:

• Your shop's MonuPay account is connected and in the Approved state through PayFactory.

• The order still has a balance due (a deposit or remaining amount the family owes).

If either piece is missing (payments aren't connected yet, the application is still in review, or the order is already paid in full), the portal simply won't show a Pay button, and a short reason explains why. The family can still see everything else in their portal as usual.

How a family pays

From the portal, the family enters the amount they want to pay and pays by card.

• The family chooses an amount, for example a deposit on a quote, or part of the remaining balance.

• You can't overpay. The amount must be less than or equal to the remaining balance on the order, so a family can never pay more than they owe.

• They enter their card, confirm, and the payment is processed securely through PayFactory.

Behind the scenes this is a quick two-step flow: the portal first creates a payment for the amount entered, then charges the card and confirms it. If a card is declined or the charge can't be completed, the portal handles it gracefully: the family sees a clear message, nothing is recorded, and they can simply try again with the same card or a different one.

Sending a payment reminder

If a family hasn't paid yet, you don't have to chase them down. From the order you can send a one-click payment reminder that emails the family a link straight to their portal, where the Pay button is waiting. It's the quickest way to nudge an outstanding balance along.

Processing fees

Card payments carry a processing fee, and how it's handled depends on the fee setting your shop chose when connecting MonuPay:

• You absorb the fee (the recommended setting): the family pays the exact invoice amount and the fee comes out of your payout.

• Customer pays the fee: the fee is added on top, so the family sees and pays a slightly higher total.

Either way, the order's balance goes down by the base payment amount. The fee never changes how much of the order is marked paid. American Express cards use a slightly higher rate, which is calculated automatically at the time of payment.

What happens after a payment

Once a family pays online, the payment is handled just like any other payment on the order:

• It lands as a logged payment on the order, so your team sees it in the order's payment history and the balance updates right away.

• A receipt is generated for that payment. The receipt carries its own billing snapshot: the name and billing details captured at the moment of payment. If the family edits their billing info while paying, that change appears on that receipt only; it doesn't touch the client record or any earlier receipts.

• The payment also syncs to QuickBooks as a sales receipt, so your bookkeeping stays in line.

Related articles:

• How the Customer Portal Works

• How to Log a Payment

• What's on the Receipt PDF

• How Families Review and Approve a Drawing