General information about payment links
1. What are payment links?
Payment links make it possible to accept online payments via a secure Shift4 payment page. After you send the link, the customer opens the payment page and completes the payment directly online. Sensitive card data is processed exclusively within Shift4’s secure payment environment.
2. What scenarios are payment links suitable for?
Payment links are suitable for all contactless payments, such as invoices, phone orders, email orders, or down payments. The Shift4 Customer Hub provides templates tailored to various use cases.
Creating and sending a payment link
1. How do I create a payment link?
In the “Payment Links” section of the Shift4 Customer Hub, you can create a new payment link by clicking “+ Add Payment Link” or by using an existing template. Then, enter and save the required details, such as name, amount, and currency.
2. How can a payment link be sent?
Links can be sent directly via email from the Shift4 Customer Hub or through a communication channel of your choice. The link can also be shared via email, text message, messaging apps, or social media.
3. Are there templates for payment links?
The Shift4 Customer Hub offers various templates for common use cases such as invoices, phone orders, and social media campaigns. You cannot currently create your own templates.
Usage and validity
1. How long does a payment link remain valid?
When creating a payment link, you can set a custom expiration date and time. Without an expiration date, the payment link remains active until it is deactivated or the specified maximum number of payments is reached.
2. How do I end the validity of a payment link?
A payment link’s validity can end in two ways:
- When creating the link, you can set an expiration date and time. Once this time is reached, the payment link can no longer be used.
- Alternatively, you can deactivate an active payment link directly in the Shift4 Customer Hub. To do this, open the “Payment Links” section, select the desired payment link, and deactivate it. Afterward, the payment page will no longer be available for new payments.
If no expiration date is set, a payment link remains active until it is deactivated or the specified maximum number of payments is reached.
3. How many times can a payment link be used?
The “Allow Multiple Payments” option in the payment link settings determines the maximum number of allowed payments. The payment link remains active until this number is reached.
Note: This feature is intended solely for the repeated use of the same payment link. It is not possible to split a specified payment amount into multiple partial payments. Each payment is always made for the full amount of the payment link.
4. Can a payment link be resent?
Yes. As long as the payment link is active, it can be shared again or sent to additional recipients. If multiple uses are enabled, the same link remains available for multiple payments.
Payment and tracking
1. What payment methods are available?
The payment page supports credit cards, debit cards, and digital wallets such as Apple Pay and Google Pay.
2. How can I check if a payment was successful?
In the detail view of the respective payment link in the Shift4 Customer Hub, all transactions and their current status are displayed in the “Charges” section. There, you can track successful, pending, and declined payments.
3. What happens if a payment is declined?
If a payment is declined, a corresponding error message appears on the payment page. The transaction is not completed.
4. A customer reports that a payment link isn’t working. How do you check this?
You can narrow down the cause in just a few steps:
- Check the status of the payment link
Open the overview in the Payment Links section and check the status of the payment link in question. Then open the detail view. The current payment status and all associated transactions are available in the Charges section. - Check validity and usage limits
In the detail view, check whether the specified expiration date has already been reached or whether the maximum number of allowed payments has already been exhausted. Additionally, you can access the payment link URL to verify whether the link is still active. - Rule out technical issues
Request the exact error message or a screenshot from the customer. Common causes include a cached browser or issues with the device being used. In this case, try opening the payment link again in a different browser or on a different device. - Check the payment method
An expired credit card, insufficient funds in the account, or a rejection by the card issuer can also prevent the payment from being completed.
If none of these checks identify the cause or if the problem persists, the assigned partner will assist with further analysis. To ensure prompt resolution, please provide the payment link URL and—if available—the error message or a screenshot.
Customization and integration
1. How can the payment page be customized for your company?
Using the “Customize Link” feature, you can give the payment page a custom look that matches your company’s branding.
The following customization options are available:
- Uploading a company logo to be displayed on the payment page
- Customization of colors, for example for buttons and other design elements
- Custom header and description texts for the payment page
- Inclusion of company information
- Adding a link to the Terms and Conditions (T&C)
- Setting a redirect URL to which customers are automatically redirected after a successful payment
These customizations result in a payment page with a consistent brand identity and a professional payment experience for customers.
2. Can the Terms and Conditions (T&C) be integrated?
Yes. You can include a link to your own Terms and Conditions in the payment link settings. The customer must agree to them before completing the payment.
3. How do I generate a QR code for a payment link?
You can generate a QR code by appending /qr to the payment link URL. When this address is accessed, the QR code is downloaded. The QR code can then be used on websites, invoices, or printed materials.
Costs and availability
1. What are the costs associated with payment links?
There are no additional costs for creating and using payment links in the Shift4 Customer Hub.
2. Is there a limit on the number of payment links?
No. There is no limit on the number of payment links you can create or have active.
3. Does the payment link URL include the company name?
No. All payment link URLs use the Shift4 domain. Personalization is achieved through the design of the payment page and the content in the emails sent.
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