Use this guide to learn how to set up new Clover devices and automatically collect/record payments in Instinct using Gravity Payments
Table of Contents
⚙ Admin Adding a New Payment Device to Instinct
Before collecting any payments, you must first add the names of your Clover devices to the Admin section of Instinct. Simply go to Admin > Payment Devices > + New Payment Device.
If you do not see ‘Payment Devices’ in your Admin, please contact us at firstname.lastname@example.org.
After clicking ‘+ New Payment Device’, you can then add the Device Name and optional Alias Name.
The Device Name needs to match the Clover name that was used during setup with Gravity Payments. If the Device Name listed here is different from the Clover name (it must match exactly), you will not be able to accept payments using this Clover device.
The Device Alias is optional and is displayed within Instinct. This can be used to rename your devices without going through Gravity.
Once a Clover device is added to the ‘Payment Devices’ Admin in Instinct, it will appear on the Payments screen under the ‘Terminal’ drop down whenever a ‘Credit/Debit Card’ method is selected.
To Edit an existing Clover device in Instinct, click the 3-Dot Menu followed by ‘Edit’ or ‘Delete’.
💡 Please Note: We recommend your IT Team allow the following URLs in your network to make sure that Instinct will work as expected: *.intercom.io ; *.instinctvet.io ; *.intercomcdn.com ; *.sentry.io ; *.instinctvet.cloud ; *.instinctshareville.vet ; *.chargeitpro.com ; *.emergepay.chargeitpro.com ; *.assets.emergepay.chargeitpro.com ; *.app.plumbs.com ; *use.typekit.net
Transactions can be accepted through your physical Clover Devices or via Direct Entry (more on this below). As a reminder, you must add all Clover Devices to Instinct using the instructions above before they can be used.
To accept a payment using a Clover Device, head to the patients Invoice and click ‘Payments’ to open the payments screen on the right side of the page. Once you choose ‘Credit/Debit Card’ as the Method, an additional field called ‘Terminal’ appears which includes a list of all of your Clover Devices. Please make sure your Clover devices are turned on prior to initiating a transaction.
Once all required fields are filled out, click the orange ‘Initiate Transaction’ button to send the transaction to the selected Terminal as shown above.
The Payments screen on the right side of the page will update letting you know the payment has been sent to the terminal as shown below. A Gravity Payments pop-up will also appear with the transaction details, an option to Cancel this transaction, and an option to add the credit card via Manual Entry.
Selecting Cancel simply cancels the transaction.
Selecting Manual Entry updates the Gravity pop-up to easily enter the credit card information manually if needed (shown below).
Once a payment has been processed, the Payments screen will update in real time and display a confirmation message as shown below.
You can then:
- Change to Inpatient – update the status of the patient to ‘Inpatient’
- Check Out – check this patient out of Instinct
- Print Invoice – download/print the current invoice
- New Transaction – process a new transaction (helpful if the owner is using multiple forms for payment)
💳 Direct Entry
This method does not require a Clover Device and allows you to manually enter the credit card information at the time of the transaction.
To process a payment via Direct Entry, select ‘Credit/Debit Card’ under Method and ‘Direct Entry’ within the Terminal drop down.
Click ‘Initiate Transaction’ to launch the Gravity Direct Entry screen.
Enter the Credit/Debit Card information, click ‘Pay’, and you’re all set! Once a payment has been processed, the Payments screen will update in real time and display a confirmation message as shown below.
📝Please Note: Direct entry transactions will not appear on the Clover end-of-day reports since the transaction was processed through Instinct and not a Clover device. A record of these transactions will appear in the Gravity portal.
❌ Failed Transactions & Timeouts
Transactions may be declined for several reasons and common errors you may see include:
- Do Not Honor
- Insufficient Funds
- Failure to Connect
If a transaction is declined, Instinct provides the reason in the Gravity Payments pop-up.
💰 Partial Transactions
Different payment methods can always be used towards a single invoice. For example, you can pay $100 via cash and $100 via credit card to pay a $200 invoice.
Partial Transactions occur if an owner has a limit on their card or does not have sufficient funds to pay the entire amount entered. If this happens while using a Clover device (not via Direct Entry), the amount available will run successfully and Instinct will display a message stating there is still an outstanding balance. This balance can then be processed via New Transaction as shown below:
Please note that Partial Transactions are not supported via Direct Entry. This means if an owner has a prepaid VISA gift card worth $50 and tries to pay for a $100 invoice via Direct Entry, the transaction will be rejected and the ‘Insufficient Funds’ error message will be displayed. In this scenario, the owner would want to check their balance and start a new transaction with the accurate amount. The remaining balance can always be paid via other payment methods.
💬 Voiding & Hover Text
Payments will have a 3-dot menu to the left of the date where you can ‘Void’ or ‘Copy Transaction ID’.
Transactions can be voided within 15 minutes of being completed by clicking the 3-dot menu next to the Payment line on the Ledger followed by ‘Void’.
After 15 minutes, the gravity transaction is considered Settled and the ‘Void’ button will no longer be displayed in the 3-dot menu. A Refund will need to be issued to resolve this.
Void of Refund transactions are not supported.
Please also note that once a Gravity payment has been voided, you cannot undo this void. You would want to create a new transaction to resolve this.
Hovering over the payment will display specific details relating to that payment, including when it was Created, the Status of the payment, the Device used, and which user initiated the payment.
The Status may include the following:
- Pending – the payment is still pending with Gravity—there is a 15 minute window to Void Gravity transactions that are pending.
- Settled – the transaction is complete and outside the 15 minute window. Settled transactions can no longer be voided.
- Cancelled – the transaction has been voided.
🔨 Admin Permission
Any user with the ‘admin_payment_devices’ permission can manage Payment Devices in the Instinct admin.
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