No matter what side of the register (or online shopping cart) you’re on, the words “customer service” evoke an emotional reaction. At Moolah, while we take care of credit card processing for small business, we’re mindful that what happens after the payment has been processed is just as important for your business’s long-term success. What exactly makes good customer service, especially for online sales, and how can you make sure you’re taking care of your customer?
For the most part, all customers are motivated by the same thing: they want their expectations to be met, and when their expectations aren’t met, they want someone to acknowledge that and take steps to make it better. Understanding this is all you need to transform those high-maintenance complainers into brand evangelists.
Think about the types of issues your customers are likely to face. For simple, commonplace issues, it’s essential to provide clear self-service channels so that customers feel comfortable taking the lead, and, importantly, aren’t inconvenienced by jumping through hoops to get the solution they’re after.
For complex issues, find out a variety of ways to reach your customer. Sometimes, a phone call can be the quickest way of resolving an issue, and still other questions are easy enough to resolve over email or chat.
The perfect way to resolve a customer service is…instantly. 100% of customers don’t want an issue to happen, and would rather not have to contact you to resolve it. It’s important to keep this in mind when crafting your customer service strategy, and take a preventative approach. A robust FAQ page on your site can prevent a lot of issues. Returns and shipping is an area where a very clear policy can save everyone time. If you explain in your policy what is or isn’t covered in your return policy, and if it’s easy to find on your website, customers will be confident taking the lead in initiating the return.
Making sure your product descriptions are just that: descriptive, can also eliminate a lot of issues that arise from products not matching expectations. If the issue was unavoidable, however, ensure that it is dealt with immediately, or as close to immediately as possible. Keep in mind that most customers who contact a company via social media expect a response within an hour.
On the topic of making your customer service instant, information has been moving way faster than telephone for some time now. By providing channels for customer service, such as live chat, Facebook Messenger, and SMS, you’re making it effortless to get in touch with you, but also making it much easier for you to resolve an issue quickly.
Scaling that customer service can be a real hurdle if you don’t find the right tools. Shop around and see if software services like ClickSend or Reamaze can satisfy your needs.
Speaking of customer service, if you’re still looking for help with credit card processing for small business, look into a company that is known for its great customer service: check out Moolah today.
Thank you for scheduling. If you have any questions, please contact us at 800-625-1670.
A credit card surcharge is an additional fee added to a transaction when a patient chooses to pay with a credit card. The surcharge is intended to help offset the cost of credit card processing and applies only to eligible credit card transactions.
No. Debit card transactions may not be surcharged under any circumstances, even if the debit card is processed as a credit transaction or entered manually.
Yes. Credit card surcharges may not exceed the merchant’s actual cost of accepting credit cards and are capped at a maximum of 3% of the total transaction amount, in accordance with card-network rules and applicable law.
Yes. Card networks require clear and transparent disclosure of any credit card surcharge. Practices must notify patients through appropriate signage at the practice entrance, point of sale, and anywhere payments are accepted. If payments are accepted online, the surcharge must also be clearly disclosed on the practice’s website.
Yes. Some U.S. states and territories prohibit or restrict credit card surcharging. Practices are responsible for understanding and complying with their state’s specific requirements before implementing a surcharge.
No. While Moolah provides tools and general guidance to support credit card surcharging, compliance with all applicable laws and card-network rules is the responsibility of the merchant. Moolah does not provide legal advice and assumes no liability for a merchant’s compliance.
Most major credit card networks permit surcharging when done in accordance with their rules, but additional requirements or restrictions may apply. Practices should ensure they have completed all required network notifications and disclosures prior to enabling surcharging.
Failure to comply with surcharging rules may result in card-network fines, required refunds, or other enforcement actions. Practices should ensure they fully understand all applicable requirements before applying a surcharge.
Flex does not currently offer built-in support for credit card surcharging. If a practice chooses to enroll in a surcharge plan, payments would need to be processed through Moolah’s payment platform, which is designed to support surcharging and integrates directly with Open Dental.
If you are considering introducing a credit card surcharge for your patients, it is important to understand that there are specific rules and regulations that must be followed when enrolling in and operating under a surcharge plan.
This article provides a general overview of common surcharging requirements. This content is provided for informational purposes only and does not constitute legal advice. It is the responsibility of each merchant to review, understand, and comply with all applicable laws, card-network rules, and regulatory requirements, including notification timeframes, signage requirements, surcharge percentage limits, and jurisdictions where surcharging is prohibited.
If you are unsure about the laws or regulations applicable to your practice, you should consult with qualified legal counsel. Moolah assumes no liability for a merchant’s compliance or non-compliance with credit card surcharging rules or regulations.
Transparent Communication
Card networks, including Visa, Mastercard, Discover, and American Express, require merchants to clearly and transparently disclose when a credit card surcharge is applied.
Practices must clearly notify patients of a credit card surcharge through appropriate signage placed at the practice entrance, at the point of sale or terminal, and anywhere payments are accepted. If payments are accepted online, surcharge disclosures must also be clearly visible on the practice’s website. All disclosures must inform patients that the surcharge applies only to credit card transactions.
Surcharge Limits
Credit card surcharges must comply with both card-network rules and applicable law. The surcharge amount may not exceed the merchant’s actual cost of accepting credit cards and may not exceed 3% of the total transaction amount.
Card-network rules cap credit card surcharges at 3%, meaning that if a merchant’s processing costs exceed this amount, the excess portion cannot be passed on to the patient.
Network and State Restrictions
The major credit card networks, such as Visa and Mastercard, impose specific requirements related to surcharge limits, advance notification, and disclosure.
In addition, several U.S. states and territories regulate or prohibit credit card surcharging. At the time of writing, credit card surcharging is prohibited in Connecticut, Maine, Massachusetts, and Puerto Rico. Other states, including Colorado, Minnesota, Mississippi, New Jersey, and New York, impose restrictions on surcharge amounts or require specific disclosures.
If your practice operates in a state that restricts or prohibits credit card surcharging, you must fully understand and comply with those requirements before implementing a surcharge.
Debit card transactions may never be surcharged, even if the debit card is processed as a credit transaction.
Applicability
Credit card surcharges may be applied only to credit card transactions. Other payment types, including debit cards and alternative payment methods, are not eligible for surcharging.
Regulatory Compliance
Merchants are responsible for maintaining ongoing compliance with all applicable card-network and legal requirements. This includes meeting advance notification obligations, using compliant signage and disclosures, adhering to surcharge percentage limits, and respecting jurisdiction-specific restrictions.
By following these guidelines, dental practices can implement credit card surcharging in a way that aligns with card-network rules and promotes transparency with patients. Clear and upfront communication helps maintain patient trust and supports a positive payment experience.