Jackrabbit Pay ePayments - FAQs

Jackrabbit Pay™ is an electronic payment processing system, referred to as ePayments, that allows you to accept credit cards and bank account/ACH payments from your families.

This seamless integration between Jackrabbit Care and Jackrabbit Pay, lets you process payments quickly and automatically deposit the money into your bank account in 3 business days. This eliminates the need to make unnecessary trips to the bank and to keep cash at your business location.

We have put together this list of Frequently Asked Questions (FAQs) to answer questions you have about how Jackrabbit Pay ePayments work. 

Frequently Asked Questions

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Basic Information

Q.  How long does it take to get set up?

A.  It will take less than a week to set up Jackrabbit Pay for your account.

• A member of our Jackrabbit Pay Sales Team will talk with you to go over the details of how Jackrabbit Pay works.
• You will receive an email to start the Sub-Merchant (that's you) application process. It takes about 10 minutes to complete the application and approximately 2 days for the approval process.
• Once the application is approved, someone from the team will contact you to complete the final steps. That's it! You will be able to process ePayments immediately!

Q.  Why do I need to use ePayments?

A.  ePayments will help you manage your business effectively and efficiently. You won't need to wait for checks or cash from your families. No more unnecessary trips to the bank or keeping an unsafe amount of cash onsite.

Q.  Can ePayments be processed automatically?

A.  Currently, Contacts/Parents can add their credit card and/or bank account information to their account using the Mobile App and a staff member will process the payments individually when payments are due.  

Q.  What kind of payment methods can we offer to our families?

A.  You can offer all of the following:

• Credit Cards (Visa, Mastercard, Discover), and FSA/HSA cards
• Bank Accounts/ACH (USA only)

If you do not want to offer all of these payment methods, contact the Jackrabbit Pay Team to update your account.

Q.  What is a PSP Reference?

A.  PSP means Payment Service Provider. The PSP Reference is the Transaction ID number/reference number for a specific transaction.

Q.  What does Capture Delay Hours mean in the Settings area?

A.  Once a transaction is captured, it can no longer be voided. This tells you how long after a payment is made you have to cancel the payment.

Processing Fees & Deposit Times

Q.  Do I pay any processing fees?

A.  Yes. Talk to a Jackrabbit Pay Sales Team member to discuss the rates you will pay. All deposited funds will already have the processing fees removed. This is called Net Deposits.

Q.  How long does it take until I see the money deposited in my bank account?

A.  You will receive your funds 3 business days after the day you process the payment. For example, payments processed on Monday will be deposited on Thursday, and payments processed on Saturday will be deposited on Wednesday of the next week.

Q.  An ACH payment shows as successful in Jackrabbit, but I was just notified that the payment actually failed. Why?

A.  ACH payments are not LIVE payments. It may take several days for the actual payment to go through or fail. If an ACH payment ultimately fails, you will receive a chargeback notification. There is a $25 fee for each failed ACH payment.

Q.  How do I find out how much money will be deposited in my bank account?

A.  You will receive a daily email notification that your End of Day (EOD) report is available.

1. Sign in to the Jackrabbit Pay Console.
2. Select Reports. It will default to the most recent report date (yesterday). The report will display:
   • Sales, Refunds, and Net Sales (Sales less Refunds)
   • The number of transactions and total amounts by Payment Method
   • Net Sales less Processing Fees equal Deposit
   • The Date you will receive your Deposit

Voids, Cancellations & Refunds

Q.  Can I void or cancel an ePayment transaction?

A.  Yes, you can void or cancel an ePayment. This is done directly in the Jackrabbit Pay console.

Void - If you cancel a payment within 1 hour it is considered a void and the payment never processes on the customer's payment method. On the customer's side, it may show as pending. The pending amount will drop off in 24-48 hours.

Cancel - If you cancel a payment after 1 hour it has already been processed and will not be considered a void. It may take 3-5 business days for the funds to be returned to the payment method.

1. Sign in to the Jackrabbit Pay console.
2. Select Payments.
3. Select the payment you would like to void/cancel by clicking the PSP Reference number.
4. Click the Cancel Payment button at the top right of the page.
   • An ePayment is listed in the Ledger Transactions immediately after it's processed and can't be removed or adjusted.
   • You will need to manually update the family account in Jackrabbit Care.
     • Use Actions Menu > Add Fee to reflect the void/refund amount.
     • If the fee is no longer due, use Actions Menu > Add Credit.

Q.  How do I locate chargebacks?

A.  Sign in to the Jackrabbit Pay Console, select Exceptions, choose the timeframe, and Choose Status = Chargeback and/or Notification of Chargeback.

Definitions & Transactions

Q.  What do these Transaction Statuses mean?

A.  Here are the definitions for the various Transaction Statuses:

Q.  Where can I see the details of a payment transaction?

A.  Follow these steps to see the payment transaction details.

1. Sign in to the Jackrabbit Pay Console.
2. Click Payments.
3. Select a specific Payment.
4. Click on the PSP Reference number link to open up the details of the transaction.
   • You will be able to see the status of your transaction, how much the fees are, and details about the card used.

Coming Soon

Q.  I can see Apple Pay in my settings, how do I accept that from customers?

A.  Currently, that option is not available. When it's ready, we'll let you know.

Q.  What do Tech Fee and Conv Fee rates mean in my settings?

A.  These are future settings and not applicable at this time.