User Guide — Credit Card Plus — Error Messages

During Credit Card Plus (CCP) transactions, error messages may appear at the top of the page. Error messages can come from a variety of entities, including:

• Elavon (athenahealth CCP partner)
• Cardholder's issuing bank
• Intermediary processor

athenahealth makes every attempt to map the thousands of different messages you may see into a manageable number of clear messages.

Of the thousands of possible error messages, many fall into similar categories. athenahealth maps these to standard response messages. For example, the cardholder's bank may return the message "Declined CVV2." athenahealth maps this and similar messages from other entities so that you are presented with a single, consistent message that, if possible, gives instructions or next steps to resolve the issue. For example, the "Declined CVV2" message means there was a problem with the card's security code. In this case, the message that appears advises you to double check the security code and try again. Or if you have already double checked the security code to ask for another form of payment.

Not all error messages have detail pertaining to what caused the error. For example, a processor may return the message "Declined" with no further information. athenahealth lacks information on what the issue is so we are unable to communicate next steps. In this case, "Declined — card has been declined, no further information is available. Ask for another form of payment" appears.

Occasionally you may encounter an error message that athenahealth has not seen before. Banks and processors update their codes frequently and don't always communicate these changes. In these cases, the message reads "Unknown" and asks that you contact athenahealth, ask for another form of payment and provide the CCP payment number. Doing this will alert the athenahealth banking team to the new response message so that they can investigate and provide proper instructions in the future.

A partial authorization message will appear when the full amount entered for payment is not available on the patient's card.

Instead of declining the transaction, athenaOne charges the card for as much of the outstanding payment as possible and then gives you an opportunity to collect the rest via some other form of payment. If, for example, a patient owes $2.10 and there is only $2.05 left on the FSA card, athenaOne charges the card for $2.05 and provides a link back to the Collect Payment page where you can collect the rest.

The "Pick up card" message indicates that there is a problem with the card, and that issuer wants the card out of circulation. The card may have been reported lost or stolen, or there may be fraudulent activity associated with the account. It is important that you never be confrontational in these situations. Simply explain that the cardholder's bank is asking that the card be retained. If the cardholder asks for further information, you can advise them to call the customer service number on the back of the card or on the account statement.

Important: Do not challenge the cardholder. Avoid any physical confrontation with anyone you suspect is using a stolen credit card. athenahealth, Inc., is not responsible for any injuries that occur during a physical confrontation.

In some cases, you may receive a message asking you to call a toll-free number. This means that there is some sort of problem with the card. The cardholder may not have activated it yet, or perhaps she is making a purchase the issuer finds unusual. In these cases, call the toll-free number as instructed.

If you receive a voice authorization code while talking with the authorization center

1. Enter this number in the Authorization code box on the error message screen in athenaOne.
2. Enter the payment amount.
3. Double check the rest of the information.
4. Click Collect payment.