Online and Mobile Payments FAQ
View answers to common questions about processing online and mobile payments through ShopKeep Payments by Lightspeed. Learn about setup, rates and fees, sales and returns, bank deposits, and other related topics.
This article applies to payments processed via Lightspeed Pocket, Invoices, Lightspeed eCom (E), and the Pay by Link feature using ShopKeep Payments by Lightspeed. For help with questions about ShopKeep Payments by Lightspeed transactions processed at the register using the ‘Credit’ tender or on a ShopKeep Payments by Lightspeed terminal, visit our FAQ here.
Table of Contents
Processing Account Setup
This section covers questions about setting up online and mobile payment processing on an existing Lightspeed Retail account.
What types of Lightspeed Retail accounts are eligible for online and mobile payments?
Online and mobile payments are only available to Lightspeed Retail merchants on paid pricing packages based in the continental United States, Alaska, or Hawaii. Merchants using a free Lightspeed Retail account must upgrade to a paid plan in BackOffice or at the register to be able to set up and run online and mobile payments.
How do I sign up for online and mobile payments?
Eligible merchants will see signup screens for online and mobile payments in BackOffice. Merchants who signed up for Lightspeed Retail before February 8, 2021, can also sign up through the Pocket app. After signup and approval, additional steps are required to accept payments in a Lightspeed eCom (E-Series) webstore. For step-by-step signup help, visit our Online and Mobile Payments Setup article.
Do existing ShopKeep Payments by Lightspeed customers need to complete online and mobile payments setup?
Yes, existing ShopKeep Payments by Lightspeed customers who want to accept online and mobile payments must complete the setup steps outlined here.
How can I make sure my account is set up properly?
After setting up online and mobile payments, run an optional test transaction by ringing up a sale in the Lightspeed Pocket app, paying for an invoice, placing an order in your Lightspeed eCom (E-Series) webstore, or ringing up a Pay by Link sale in the Retail POS (S-Series) app for iOS to confirm that setup was successful.
Rates and Fees
Wondering what processing rate is charged for online and mobile payments or how that fee is paid? Both of those questions are answered below.
What is the processing rate for online and mobile payments?
Processing rates will vary based on the type of online or mobile payment processed. Visit the BackOffice ‘Online and Mobile Payments’ page after setup is completed to view processing rates for each payment type.
When do I pay processing fees for online and mobile payments?
Processing fees are automatically removed from each payout before it is deposited into your bank account.
Sales and Returns
For answers to questions about processing online and mobile payment sales and refunds, look no further than this section.
What types of online and mobile payment transactions can I run?
With online and mobile payments set up, you can run credit card sales in the Lightspeed Pocket app, emailed invoices and orders placed via a Lightspeed eCom (E-Series) webstore can be paid online, and customers can pay for sales rung up in the Retail POS (S-Series) app for iOS from their own device using the Pay by Link feature.
These features are only available for Lightspeed Retail merchants on select pricing packages.
Do I need a credit card reader to be able to run credit sales in Lightspeed Pocket?
No. Manual card entry is the only method that can be used to run credit sales in Lightspeed Pocket. Learn how to run sales in Pocket here.
Can customers leave a tip for an online or mobile credit transaction?
Can customers use Apple Pay or Google Pay for online or mobile credit transactions?
How do online and mobile payments appear on customer credit card statements?
The DBA, or ‘doing business as’ name, entered in BackOffice during setup appears on customer credit card statements next to each online and mobile payment charge from your business. If you did not enter a DBA, it will default to the website entered in the ‘Business Details’ section when setting up online and mobile payments. If you did not enter a website, the DBA will be set to ‘ShopKeep’.
Learn how to enter or update your DBA here.
Can I refund an online or mobile payment?
Online and mobile payments cannot be refunded from BackOffice, the Retail POS (S-Series) or Pocket apps, or the Lightspeed eCom (E) Dashboard. To request a refund for an online or mobile payment, contact [email protected].
Payouts and Deposits
Learn how getting paid for online and mobile transactions works by reviewing the questions in this section.
What are payouts?
A payout is a batch of all online and mobile payments processed on a specific day.
‘Payout’ also refers to the removal of cash from the cash drawer of Lightspeed Retail POS. Learn more about this type of payout in our Pay Ins and Payouts article.
Do I need to manually trigger payouts or “batch out”?
No. Payouts are automatically deposited into your bank account every day with no action required.
When do I receive money from online and mobile payments?
Deposits occur within 24 – 48 business hours of when the transactions in a payout are run. Processing fees are automatically removed before the payout is deposited into your bank account.
This means sales run on a Monday reach your bank account by Wednesday, and sales run on Friday and Saturday deposit on Monday. On federal bank holidays, funds are delayed by one business day. Click here for a list of federal bank holidays.
Can I change the bank account my payouts are deposited into?
Yes. To change the bank account used for online and mobile payment deposits, contact [email protected].
Below we address questions about online and mobile payments that are unrelated to the sections above.
Can I view a summary of my online and mobile payments?
Yes. A weekly Lightspeed Online & Mobile Payments Card Processing Statement email containing a summary of all online and mobile payments processed from Sunday to Saturday of a particular week is automatically sent to the Business Owner email address on the Monday of the following week.