Purpose Statement
The e-Payments feature allows fire and EMS agencies to collect invoice payments electronically and process refunds when adjustments are necessary. Customers can pay invoices using a credit card or ACH bank transfer through an emailed payment link or by scanning the QR code included on a printed invoice.
This article explains how to send an invoice for electronic payment, how customers complete an online payment, and how authorized users process manual or e-Payment refunds.
Background Information
e-Payments is an add-on feature that integrates with First Due's invoicing functionality to provide electronic payment options for invoice recipients.
Agencies can send invoices electronically by email or provide printed invoices through regular postal service. Customers receiving an invoice by email can access the payment portal using the Pay Invoice button. Printed invoices include a QR code that customers can scan to access the same online payment process.
Available online payment methods include:
- Credit card payments
- ACH bank payments
Agencies can also process refunds when an invoice requires an adjustment. Depending on the agency's configuration, e-Payment refunds can be handled manually, such as by issuing a check, or returned through the e-Payment workflow.
For agencies using First Due/Stripe Online Payments, eligible refunds processed through the Invoice List are automatically applied to the agency's Stripe account.
Important: Fees incurred when using e-Payments are not refunded.
Required Permissions
Users must have the appropriate invoicing permissions for the actions they need to perform.
Depending on the workflow, permissions may include access to:
- Invoice creation and management
- Invoice List
- Invoice reopening
- Refund processing
- Payment processing
Refund functionality should be limited to personnel authorized to manage financial transactions.
e-Payments is an add-on feature that requires additional setup and activation. Contact your First Due representative for information about enabling e-Payments for your agency.
For more information about e-Payments, complete the First Due Online Payments information form.
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Step-by-Step Guide
Sending an Invoice for Online Payment
1. Create or open the invoice.
Verify the invoice and invoice contact information before continuing.
2. Select Print | Send.
This opens the available invoice distribution options.
3. Select Send Email.
After sending the invoice, close the invoice as appropriate.
The invoice contact will receive an email containing a Pay Invoice button that provides access to the online payment process.
Paying an Invoice from an Email
1. Open the invoice email.
After reviewing the invoice information, select Pay Invoice to continue.
2. Select a payment method.
The invoice contact can complete the payment using a card or ACH bank payment.
3. Complete a card payment.
Enter the required card payment information and select Pay Now.
4. Complete an ACH bank payment.
Select Bank and enter the required bank information.
The customer can:
- Search for their bank.
- Manually enter their routing and account information.
- Use previously available bank information for future payments when applicable.
The source workflow notes that manually entered ACH details can take 1–2 business days to complete.
Paying an Invoice Using the QR Code
1. Locate the QR code on the printed invoice.
Invoices delivered through regular postal service can include a QR code in the lower-left area of the invoice.
2. Scan the QR code.
The invoice contact is directed to the online invoice payment experience.
3. Select Pay Invoice.
Complete the payment using the applicable card or ACH payment workflow.
Understanding Refund Options
e-Payment Refund
The refund is processed through the e-Payment workflow. For First Due/Stripe Online Payments, applicable refunds are automatically applied to the Stripe account.
The refund configuration is a back-end system setting. Requests to change the configured option should be directed to your Implementation Manager or Client Success Manager.
Refunding an Online e-Payment
Important: This procedure applies to payments made using e-Payment.
For agencies using First Due/Stripe Online Payments, applicable refunds processed from the Invoice List are automatically applied to the Stripe account.
Fees incurred during the original e-Payment transaction are not refunded.
1. Navigate to the Invoicing Module.
2. Select Invoice List.
Locate the invoice containing the e-Payment that needs to be refunded.
3. Re-open the invoice.
From the Actions column, select Re-Open.
4. Select Refund.
The refund window opens.
5. Enter the required refund information.
Complete the applicable information:
- Review the displayed date.
- Select the person approving the refund.
- Select the e-Payment to refund.
- Enter a note.
- Enter the reason for the refund.
6. Select Apply.
Apply the refund after verifying the information.
7. Verify the updated balance.
Review the invoice and confirm that the balance reflects the applied refund.
8. Close the invoice.
Select Close and confirm the action to save the changes.
9. Verify the invoice status.
Confirm that the invoice reflects the refund after the changes have been saved.
Best Practices
- Verify invoice contact information before sending an invoice.
- Use clear invoice descriptions to help customers understand what they are paying for.
- Confirm the original payment method before beginning a refund.
- Verify the refund amount before selecting Apply.
- Clearly document the reason for each refund.
- Record the person approving the refund for financial accountability.
- Review the updated invoice balance after processing a refund.
- Limit refund permissions to authorized personnel.
- Maintain refund records according to your agency's financial and audit requirements.
- Communicate applicable payment or refund information to customers.
Troubleshooting & FAQs
Why didn't the invoice contact receive the invoice email?
Verify that the email address associated with the invoice contact is correct. The recipient should also check their spam or junk folder.
Can customers pay an invoice without receiving it by email?
Yes. A printed invoice can include a QR code that the invoice contact can scan to access the online payment workflow.
What payment methods are available through e-Payments?
The provided workflows support credit card and ACH bank payments.
How long does an ACH payment take?
The source workflow states that manually entering ACH bank details can take 1–2 business days to complete.
Why can't I see the Refund option?
Verify that you have the appropriate invoicing and refund permissions. The applicable invoice may also need to be reopened before the refund can be processed.
Can a manual refund be partial?
Yes. The manual refund workflow provides Full and Partial refund options. When Partial is selected, enter the applicable refund amount.
Can I refund an e-Payment through First Due/Stripe Online Payments?
Yes. The provided workflow states that applicable refunds processed from the Invoice List are automatically applied to the Stripe account when using First Due/Stripe Online Payments.
Are e-Payment processing fees refunded?
No. Fees incurred when using e-Payments are not refunded as part of the refund process.
What if the payment was not made using e-Payment?
The online e-Payment refund procedure only applies to payments made using e-Payment. Use the applicable manual refund process based on your agency's configuration.
How do I change my agency's e-Payment refund method?
The refund option is a back-end system setting. Contact your Implementation Manager or Client Success Manager to request a configuration change.