Frequently asked questions about Novi Pay®

Have a question about Novi Pay? Here is a list of frequently asked questions by other customers! Don't see your question here? Let us know!

Getting Started

How do I sign up?

The first step is to complete the Novi Pay application. Click here for complete instructions.

Do you have a webpage with information that I can share with other stakeholders?

Yes! noviams.com/novi-pay

Payment & Fee Details

Who do I contact when I have a question about a payment processed through Novi Pay?

With Novi Pay, you receive direct support from the Novi AMS customer support team. This means prompt assistance from people you know plus regular updates and feature enhancements, keeping your payment system current and efficient. You can contact Novi support through Intercom (the "blue bubble") or by emailing help@noviams.com.

Are there charges for refunds?

If you issue a refund before the charge has settled, it may be voided rather than refunded.

Once a card payment has settled, you can issue a full or partial refund back to the original payment method. For ACH payments, refunds must be issued for the full amount, even after the payment has settled. This is a technical limitation from Fiserv.

How does the payout and deposit process work?

Payouts are typically made daily, with funds sent after the charge settles. Credit card payouts are usually next day. ACH transactions can take 2 - 4 business days to process.

When a payout is processed, Novi Pay automatically creates the matching deposit in QuickBooks Online, including item-level details and fee allocation. Learn more about the Payment Life Cycle with Novi Pay.

Does Novi Pay support international credit cards better than QuickBooks Payments?

Yes! Novi Pay will be able to better support international credit cards.

Will Novi Pay support external card readers or tap to pay?

Novi Pay does not support external card readers or tap to pay, at this time. We are exploring options with Fiserv and hope to bring this feature to you soon. Today, the process for receiving in-person payments will be the same as your current workflow. Payments can be manually keyed into the back end of Novi or you can create an invoice to receive payment at a later date.

Reporting

Will Novi Pay have a payment portal like QuickBooks Payments?

Most routine Novi Pay work happens directly in Novi AMS. For deeper payment details, historical reports, statements, or dispute management, Novi Pay customers can also access Fiserv’s CardPointe portal.

Will there be a report showing all transaction details in a deposit?

Yes. In Novi Pay > Balances, click View next to a payout to see the transactions included in that payout, including the related QuickBooks transactions, amounts, and fees.

Roll Out & Migration

How does Novi Pay handle existing stored payment information?

We've designed Novi Pay to run concurrently with your legacy payment processor, allowing a gradual transition without any disruption to your members or your incoming revenue.

Previously stored payment methods will continue to be offered to users and will run through the legacy processor they were stored with. New/updated payment methods will be stored in Novi Pay and removed from your legacy processor.

How can we move members on legacy processors to Novi Pay?

When a member updates or re-saves their stored payment method, future transactions will be processed through Novi Pay. You can prompt members in the Member Compass to update their stored payment method to expedite this. Learn more about notifications to update payment methods.

Can we get a report of members with saved payment information?

For PCI compliance reasons, Novi does not store full payment details. If you need help identifying options for encouraging members to update stored payment methods, Novi Support can help you review the available tools.

Is there any downtime or do we need to disable payments during the switch?

There is no downtime and no need to disable payments during roll out. Novi Pay is designed to allow concurrent operation with your legacy processor, ensuring no interruption in transactions. After approval and settings configuration, rolling out Novi Pay will be as simple as the Novi team turning it on for you.

Related Articles:

• Novi Pay Overview