Have a payments query? Keep reading for our most frequently asked questions and a guide to admin, finance, and managers' payment experience.
Note: The following apply to all end-users of Finance Hub. Interested in getting started with payments? Let us know HERE.
Navigating the Transaction History page? See the Payment Status Glossary for definitions of every status that appears there.
What is Pepper's payments platform, and when will distributors receive their payout?
Pepper offers a fully integrated payments platform with in-app payment options and AR tools for streamlined payment processing.
Payouts run daily, and how fast a payment reaches your account depends on its size, not on how it was paid. Payments under $5,000 pay out the next business day, which covers about 99% of distributor transaction volume. Payments of $5,000 and over settle in three business days. Either way, distributors receive an email with a detailed payout breakdown.
Interested in using Pepper for your digital payments? Get started Here and Schedule a Demo!
What is ACH verification, and how does it work?
ACH verification, powered by PLAID, ensures secure transactions. Customers log in with their bank credentials to:
Verify account information and balance.
Authorize transactions securely.
This prevents ACH fraud and ensures that sufficient funds are available before processing payments.
What payment methods does Pepper accept?
ACH: Direct debit.
Credit/Debit Cards: Includes American Express, Visa, Mastercard, and Discover.
Payments can also be limited to specific methods based on distributor preferences.
Are partial payments allowed?
Yes, partial payments are allowed but only via the PMC.
Partial payments cannot be processed through the app.
How frequent is AutoPay?
AutoPay frequency is customizable. It can be configured to run:
Daily.
Weekly or bi-weekly.
on the first, 15th, or last day of the month.
Cutoff time: 6 PM in the distributor’s time zone.
What happens if AutoPay fails due to insufficient funds?
Failed AutoPay transactions will leave invoices unpaid and open.
Customers will need to reattempt payment.
Do customers receive notifications for payments?
Yes, Pepper sends:
Email reminders prior to invoice due dates.
Notifications for AutoPay customers with the transaction amount and date.
Mobile notifications are sent to the app when the invoice is available to pay, day-before-due, on the day that it is due, and on the day after due (If it hasn’t been paid yet):
Do distributors' names appear on credit card transactions?
Yes, distributors’ names will appear on transactions. However, for AmEx payments, it may take 1-2 days for the name to appear.
Can I pass processing fees on to my customers?
Yes, you can pass through processing fees to your customers. At the time of the transaction, customers will see the applicable fee added to their payment.
This passthrough fee can be configured:
At the customer level.
Based on the payment method.
Fee settings can be managed in the Pepper Management Console (PMC).
How do I require a customer to have a payment method on file?
You can require a payment method before a customer places their next order, set per customer. In PMC, open the customer's Customer Preferences panel and turn on "Require payment method before next order," alongside the ACH, credit card, and Plaid toggles. The per-customer setting takes precedence over the distributor-wide requirement, so you can enforce it for a specific customer who needs it without applying it to everyone.
Can a customer pay invoices without placing orders?
Yes. You can switch any customer into payments-only mode directly from PMC, with no support ticket required, and switch it back the same way. In payments-only mode, a customer can view and pay their invoices but cannot place orders, which is useful for accounts you collect from but do not actively sell to through Pepper.
How do I collect from customers who do not have a payment method on file?
Work them from the Unpaid Invoices tab in PMC. A filter narrows the list to customers with no payment method saved, which is exactly the group you cannot charge directly. Select them, open the bulk actions menu, and choose Bulk send pay by link to send all of them a secure payment link by email and text. Customers pay from the link without logging in. See Working the Unpaid Invoices Tab for the full workflow.
