Chargent Admin Certification Part 2

Watch Part 2 of the Chargent Admin Certification training from the Payments Summit at Dreamforce 2019.

This training video includes advanced Chargent customization topics, Chargent Anywhere, payment receipts, and more.

View the 35 minute video:

Or read the content of the certification below.

From Certification Part 1:

Here is a quick recap of what was covered in Certification Part 1

Installation of Chargent using the PIM (Product Installation Manager).
How to obtain an Authorize.net gateway account
Using the Chargent Setup Wizard to setup the new Authorize.net gateway in Salesforce.
Setup Chargent Anywhere on an Opportunity or Custom Object.

Certification Part 2 – Outline

In part 2 of Chargent’s Admin Certification, we are going to go into more advanced customization. These are some of the more popular customer requests for customizing Chargent in Salesforce.

Chargent Settings:
Under Chargent Settings there are several tabs that are worth noticing. Advanced Features and Troubleshooting Tools. We will talk about these tabs more in depth in a bit.

Updating your Gateway Setting: We’re going to go to the Authorize.net gateway in Salesforce that you set up in the first session, and go through what customizations can be done and how to edit the existing settings.

Customizing Chargent Anywhere: With Chargent Anywhere, there are several things you can customize and set as default. For instance, If you have different groups in your organization that require the use of two different gateways, you can setup the Page Layout to dictate which group processes payments on which gateway. We will also cover setting the default company, changing the name of the Charge button, and several other customizations.

Automated Collections Setup: We have a brand-new feature coming out called Automated Collections. I’m going to talk a little bit about this feature and how it can help you recover some declined charges automatically.

Customizing Email Receipts: Many customers ask how they can customize the receipts that are sent to customers in Salesforce. I will explain how to do that in this session.

Field Tracking History: This will allow you to setup various fields on a page to track which fields are updated, who updated them, when they were updated, and what the modified value was prior to the update.

Country Mapping: When you’re sending the payment over to the gateway, the name of the country may be slightly different than what’s in Salesforce. Chargent has a tool that allows you to create a custom mapping so if you want “US of A” to work instead of USA, you can create a custom mapping of the country.

Chargent Settings

To navigate to the Chargent Settings tab:

Click on the App Launcher and select the Chargent app.
Click the Tab for Chagrent Settings

There are two different sub-tabs in Chargent Settings that I really want to talk about

Advanced Settings
Troubleshooting

Advanced Settings Tab

The Advanced Settings tab has a ton of different features that can be customized. Many are workflows and triggers that were created when you installed Chargent. I want to highlight some of these features on the Advanced Settings tab.

Copy the Billing Address from Account: The Billing Address field is required in order to submit a payment to your gateway. Sometimes you may want to customize your Salesforce Org to automatically copy the Billing Address from the Account record.This will allow you to copy the address from the Account to the Chargent Order.

Payment Batch Chunk Size Limit: If you have Recurring Billing set up and it’s scheduled to run nightly, this field will tell you how many records are going to be in the batch that gets sent to the gateway. If you have 100 records that need to be processed and this field set to 10, then it will send 10 batches, each with 10 records.

If you’re not processing a lot of recurring payments, this number can be 10 or even 1. If you are doing a high volume of payments, you will likely need to increase this number so the batch processes faster. If you have a lot of records that need to be processed, then you might want to lower this number. This field should never be 0 or blank. 100 is the maximum for batched records.

Transaction Status Batch Chunk Size Limit: This would be for transactions that are pending on a gateway and could potentially settle differently than what was originally returned. For example, you may have an ACH eCheck that is initially approved but then later declined for insufficient funds. This batch would allow your Transaction record to sync with your Gateway and Processor to update the record if the settled response is different.

This feature is available for certain gateways although we’re trying to get most of them updated.

Automatically create the PR (Payment Request) Record: If you have automated emails that go out and you want to include a link to a Payment Request, checking this box will automatically create a Payment Request record every time a Chargent order is created, so your other customization can access the link to each record.

Accept eCheck: In the first certification I mentioned the setup of electronic check (ACH / Direct Debit) in the gateway setup. You still need to enable it here in the Chargent Settings in order for it to be visible on your Payment Request or Recurring Billing.

Payment Confirmation and Error Text: You can customize the text shown when processing a payment using the Payment Console or when sending a Payment Request. This is an internal message to your Salesforce user to either confirm the charge or alert that there is an error. For Payment Requests it alerts that the request was successfully sent.

Default Currency: There are several places in Chargent and Salesforce that determine which currency to use.

Default for Salesforce (this defaults if nothing is indicated on either of the below items)
Default set in the Chargent Settings (this defaults if not indicated on the Chargent Order)
Default for the Gateway record
Record Settings (specifically tells you what currency to use for that record)

Troubleshooting Tools

The Troubleshooting Tools tab can be helpful in determining why a Transaction record isn’t being updated, saved, or created. If you have customizations like Workflow Rules, or a processes in Process Builder, sometimes they can prevent records from being saved. The Troubleshooting Tools provides two buttons. One that allows you to test the insertion of a Transaction record and another to test the insertion of a Master record into Salesforce (typically a Chargent Order record). This can often tell you why the transaction record can’t be created and exactly what Workflow Rule or process is actually causing the problem.

Gateway Customization

I’m going to run through the customizations of the gateway, what you can enable, and what you can disable. If you went through the setup, and now you want to make changes to it you can follow the following steps to make changes.

Some possible reasons why you may want to make changes:

You want to show that Authorize button, and you didn’t click it when you were going through the setup
You want to enable other buttons on your Payment Request and Payment Console
You’ve changed the types of currency, or you want to add currencies.
You want to take away the option to allow for electronic check.

If you click on the App Launcher on the top left, and we do a search for Gateways, you can click on “Gateway” object.Click on the Authorize.net gateway which we added from the first session. If you click Edit, it will take you to a page that looks similar to the one you set to begin with. The difference is, on the very bottom, there is an option for Advanced Settings. In order to edit that gateway, we click on Advanced Settings. You will now be able to update the gateway record.

Some of the things you can see here

Active means that the gateway is active. If you switch gateways and you want to deactivate it, you would just come here and uncheck it.
Test Endpoint, In Sandbox, it automatically defaults to a test URL endpoint for testing however in Production or your Dev org you will need to check this box if you want to process test transactions.

Use Tokenization is always recommended. Tokenization is a random string of characters returned by the Gateway which can be used for this customer solely, by only you, and only this gateway. With tokenization, you can greatly reduce your PCI compliance scope by not storing credit card numbers in Salesforce.
Credit Card and Bank Account Data Handling you can set what happens when a transaction is sent, and how the sensitive credit card or check information is handled. Do you want it to only clear it when there’s a successful charge? Do you want to clear it after all transactions?We always recommend clearing it when a token is present. The token comes back, and it clears out or does not save the credit card details, so you’re not storing it in Salesforce.
Available Payment Requests types If you send a Payment Request, the customer will get the link to either Charge or Authorize payment. Those options are:
- Charge the Full Amount.
- Authorize the Full Amount: When they fill in the Payment Request, it authorizes their credit card and makes sure it’s valid and the funds are available. It will hold the funds until the authorization falls. It doesn’t actually take the money from their credit card unless you Charge the Authorization.
- Authorize just the Minimum Amount that your gateway allows. Most of the time, it’s about $1.00. So, what it does is, it sends it to the gateway saying, “Just making sure that this is an active credit card, and we’re going to authorize this for $1.00.”

Other items you can update in the Gateway settings

Add or remove the option for eCheck, ACH
Check the “Show Authorize Button,”
Add or remove the different buttons that are on the Payment Console/Payment Request

Be sure to click the save button to ensure your updates.

Customizing Chargent Anywhere

In order to customize the default settings for Chargent Anywhere, we need to create 4 custom fields. These fields are added to the same object where you will be adding Chargent Anywhere. You will need to copy the Field Name to use as the defaults.

Account (if you don’t already have an Account Lookup on the object)
Contact
Initial Charge Amount
Recurring Charge Amount

The following items can be customized using Chargent Anywhere:

Default Gateway
Show Add Cash / Add Check button
Change the Name of the Charge button
Default Account Contact
Default Initial and Recurring Charge Amounts

For Opportunities, we already have the lookup to the Account (AccountId), so we don’t have to create that. If you want to populate a specific contact from there, you can do that as well by creating that lookup field for the Contact. You can also set the default gateway if you use multiple gateways for different Salesforce users.

From the main page, click the gear icon and choose Setup. Navigate to Objects and Fields and select Object Manager. Select the object you want to add Chargent Anywhere to, and go to Fields Relationships. What we’re going to do here is create the other 3 custom fields.

Lets create a lookup field to the Contact first.

Click “New
Select Lookup Relationship and click Next
Choose Contact from the dropdown and click “Next.”

It’s going to ask us which profile you want to assign that to. Go ahead and click “Next” as well as which Page Layout do you want to assign it to.

After you create the Contact, you want to create a custom currency field for the Initial Amount and another for Recurring Amounts, or reference existing fields you have on the object. When you are done creating all custom fields you want to copy the Field Name for use in customizing Chargent Anywhere.

The next thing we want to do is copy the Gateway Record ID. To get this, you can navigate to the Gateway record and copy the record ID from the URL. Once you’ve copied the Gateway ID we are ready to customize.

Navigate to any record that has Chargent Anywhere installed. For our demonstration we have it on the Opportunity Record. From the gear icon click Edit Page.

We’re going to go ahead and tap on the Chargent Anywhere component. Here we can copy in all the fields we added along with the Gateway Record ID. We can add the Field Name for Account, Contact, Initial Charge, and Recurring Amount.

You can also show the Add Cash or Add Check button. Finally, we have the ability to change the name of the Charge button as. If you don’t want it to say “Charge,” but instead want it to say Press Me, or Give Me the Money you could do that. Be sure to click Save and return to the Opportunity record.

Before we click on the Payment Console we want to make sure the Initial Amount and Recurring Amounts are populated. Go ahead and update the record with any amount and click Save.

Now, when we click on the Payment Console, you’re going to notice that the amount is now being populated from the record. If you go under Recurring, it’s also going to have the populated amount as well. You can select the contact record from the drop down if it’s not already populated on the Opportunity. The Payment Console will automatically pull in the mailing address from the Contact record.

Automated Collections

Automated Collections is coming out soon in version 6.0. We’ve had several customers who have created their own versions of this. What this is going to do is help you collect money from failed transactions by retrying and sending automated emails based on a schedule you set.

As you know, sometimes the Recurring Billing can fail. One of those transactions may be declined for insufficient funds or various other reasons. You probably spend a lot of time trying to collect that money.

With the Automated Collections, you can schedule automated emails to be sent on a frequency based on the Automated Collections setup. We are going to go through how to enable it, and how to set it up. If you want a more in-depth check out our video presented by our Product Manager Don Snider.

Enable Automated Collections

To enable Automated Collections, if you have purchased this add-on module, go to the Chargent Settings tab and go under Automated Collections. You can toggle the Enable button to activate this feature.

You can either use existing Email templates in Salesforce or create new ones. To create a new email click New Email, select the name, description, and modify the content.

You could set your emails to send on a specific day of the month that you want it to go out on. For example if you know your customers generally get paid on the 15th of the month, you can set the email to send all failed automated emails to be sent on the 15th or the 30th of the month.

When payment is rendered, it will cancel any future failed payment emails, and it sets the Payment Status back to recurring. You don’t have to have any manual intervention.

How Automated Collections Work

Prior to the Automated Collections feature, whenever a transaction failed, it would change the Payment Status to Error, and you would have to manually change it back to recurring and spend time trying to collect from the customer. With Automated Collections that’s no longer the case. Here is how the feature works.

On the Chargent Order, the Payment Status changes to Automated Collections
An Email is sent when a transaction fails based on the schedule you set up.
When record is paid any future emails are canceled and the Payment Status is changed back to Recurring and continues to process as normal
If a transaction goes unpaid you can set it to expire and the Payment Status will be changed to Error. To set the expiration you can do that in hours by going under Chargent Settings, Advanced Settings.

Customizing Email Receipts

One of the most common questions we receive in support is how to customize the email receipts sent by Chargent from Salesforce when a payment transaction is successful. You can easily update these emails and customize them.

To do this, click on the gear icon and choose “Setup.” Type “Classic Email Templates” in the Quick Find and select. If we go to Customer Receipt and click “Edit,” it allows us to customize the email that goes to the customer for a receipt. So, you can either remove some of this information, whether it’s the merchant or the description, or if you have specific custom fields, you can go ahead and add those merge fields to the template.

When you select an object that is related to the transaction object, it will give you the merge field to copy and and paste into the template. Now that field will be added to the email template. Once you’re done adding whichever field you want, you can just easily click save, and it’s updated.

Field Mapping Country Mapping

Field Tracking History

Field tracking history is allows you to see a history of what fields were modified on a record. It will also show you who it was modified by, when it was modified, and what the values were prior to the modification,

This Salesforce feature is useful in tracking down issues due to changes in the fields such as when a recurring payment suddenly stops. Something may have happened where somebody accidentally changed the payment start date. You’ll be able to see who changed field values, and when it was changed.

In order to activate History Tracking, you can navigate through Setup and go directly to the Object. Under the Fields Relationships option, you can click on Field Tracking. That will allow you to choose the different fields that you want to track.

Here are some useful fields to track on the Chargent Order object.

Billing Address, if somebody updated the billing address on a record, that’s useful to know who and when, because if they’ve updated the wrong information and suddenly a payment is declined, then you want to know who changed it, why they changed it, when they changed it.
The credit card information, The credit card number and expiration date is useful to track to see if it was updated previously. This is also very useful if credit cards start to decline. Maybe the wrong expiration date was entered and the transaction is now failing.
The Card Type, if they’ve changed it from a Visa to a Mastercard. Payment Method, whether it was changed from credit card to ACH.
Payment Status is the Recurring status which is always really good to know. If it’s changed from Recurring status it would stop the recurring batch from picking it up for processing.
Charge Amount field so you can automatically enter in, or you can see who’s updated the Charge Amount. Say a different amount was processed, sent to the gateway, and it appears for $30.00 in Authorize.net, yet your record in Salesforce says $10.00. It’s good to know if somebody updated this field.
Payment Frequency. If somebody changes Recurring Billing from monthly to annually, or from annually to quarterly, it’s always good to know those things.

Country Mapping

Country mapping is if you have a different name or abbreviation for a country that isn’t in the mapped country codes already. For example, instead of “United States of America”, you want to use “US of A”. You could set the country mapping to send US of A using the correct ISO code.

If you view the existing country code, you could see that the ISO code for the United States is 840. The Alpha-2 ISO code is US. This is what tells you what to send to the gateway. If this number is wrong, then the transaction will fail. If you get an error for the country and determine its the incorrect country mapping, this will allow you to correct it.

To navigate to the Country Mapping tool, go to Setup and search for Custom Settings. You will see the Country Mapping feature with a link to Manage. Here, we have United States of America. If we want to add US of A in there, you can click “New,” Type US of A as the Name. We know that the Alpha-2 code is US, and the Numeric ISO Code is 840. Click Save.

Now, if we submit a transaction record with US of A as the country, it’s going to process correctly using the right ISO codes.

When our incompetent SF implementation partner dropped the ball, Chargent support was able to login to our account, identify the issue, and have it resolved in less than 24 hours so we had virtually no downtime in processing payments. Excellent job!

Jon A, November, 2021

Excellent for all types of payments. We’ve been running recurring and one time billing through Chargent for at least the last five years. They have frequent updates to keep us compliant and there are virtually never any issues with payments. Even better is their support team.

Nick F, October, 2020

We are using Chargent for handling payment processing. On one click of “Send Pay Request” we can send an email and customer can pay easily just with a link. Customer support team is quick in response and ready to help. I like how Chargent stay ahead and helps update Chargent app according to Salesforce new releases.

Deepika N, June, 2020

We are successfully tokenizing credit cards, sending payment links, and processing credit cards for multiple payment gateways and companies. Setup was easy and tech support was very responsive when needed. Chargent was exactly what our company needed to capture payments via Salesforce. Thanks to the flexibility and security features of Chargent, we have been able to reduce our credit card processing fees by close to 2%.

James C, September, 2020

Chargent works really well and can be configured lots of different ways to fit your business needs. I’ve implemented the product on a few different projects with a variety of requirements and the package is very smooth. The Chargent Support team is also one of the best I’ve ever worked with.

William S, December, 2021

Chargent is incredible! It makes getting payment so much easier when you can send a link, and the client can click on it and process payment on their own time.

Camille T, January 2023

With Robert’s help my client was able to convert sales to cash and utilize partial payment and recurring payment settings. With Chargent and DBSync integrations, my client is able to integrate QuickBooks Enterprise to record invoices, payments and estimates for progress billing. I highly recommend this integration.

Salesforce Consultant, June, 2019

I’m a consultant in the Entertainment space and my clients are always looking for a quick/easy way to leverage their existing payment processing provider within Salesforce. I recommend Chargent every single time. The solution is flexible and allows for a great deal of customization.

Charles O, May, 2021

We love that Chargent is entirely native to Salesforce and allows for a lot of customizations, such as complete control over email templates, invoices, receipts, etc. It makes it much easier in a heavily regulated field, Financial Services. The support quality alone is enough for me to fully endorse this company.

Financial Services, July, 2020

Chargent has simplified our billing needs substantially. We are able to charge hundreds of customers with ease while receiving timely support by the Chargent team whenever it is needed. Very satisfied!

Powell N, November, 2020

We use Chargent to manage all of our sustaining memberships and for sending out payment requests. Makes it so much easier for people to pay their invoices. It is also such an easy tool to get set up and running!

Bonnie S, April, 2020

Chargent is very useful, and is able to make complicated integrations much more straightforward. In just a few minutes, the setup wizard is able to connect you to a variety of different gateways to test or process live transactions. There’s also good documentation to walk you through the specifics of integrating with a particular gateway. The few complications I’ve run into have been handled by a capable and friendly support team.

James M, July 2022

I am the Salesforce Admin for our company. We have a very delicate environment and way too much customization. Our business required a solution that is not out of the box Chargent. The support and quick response I have received is above and beyond what is expected.

Kent B, August, 2021

Chargent has helped streamline our recurring payments. Before we could only automate monthly payments. Now we can automate, monthly, quarterly, semi-annual, and yearly. We can also automate outreach for declined payments.

Sarah R, September 2022

Seamless app for integrating our donations into our Salesforce platform. Excellent and responsive customer service.

Kate G, February 2023

We needed to streamline our Auth.Net connection for our members credit card transactions so that they are viewable and management in SF. Chargent was the perfect application for this to occur. It is very user friendly and is a native SF application, which is also a huge plus.

Kevin K, August 2022

My client was in search of a Credit Card Chip Reader solution as they were migrating off of old card swipers and their current payment product. In doing research, Chargent Terminal seemed to be a great fit. The whole process of implementation from cradle to grave was seamless and simple. My clients said that Chargent is far more intuitive and has made their lives in processing payments extremely simple.

Arnold C, July, 2020

This is a great app that helps simplify receiving payments from most popular payment gateways and recording everything in Salesforce. I’m a consultant and set this up for a client who had a very custom requirement. Chargent support was very helpful in guiding me on the configuration.

Kaivalya K, July, 2020

Chargent is a great payment processing solution! We’ve been using the app for a little over a year now and our end users love the simple ability to send payment links to clients. As an admin, it’s easy for me to add gateways when we open new locations.

Brea G, August, 2021

The Chargent product has streamlined our process for credit cards. Our customers and sales team find it easy to tokenize our credit card payments. Any questions are answered quickly by the customer support team. Chargent was the right partner for my company.

Maria C, October, 2020

We have been using devs to handle our connections between FormAssembly, Chargent and Salesforce. I was asked to change our payment methods and was having issues with it being charged to the wrong gateway. Nick and I had a web meeting in which he was able to point out the issue of a different process builder that was changing gateways from the one I thought was. Even though this issue was on our Salesforce end, he was more than willing to help and explain things to me.

Tim P, November 2022

I implemented Chargent for an end customer because of the limitations on the current app that they were using. The Chargent APIs are super simple, the support staff was great and very responsive. We found a great partner in Chargent. The simplicity in setting up multiple gateways and recurring billing configuration options are second to none if you want the go by clicks not code mantra.

Swapnil M, July, 2020

I am very pleased with the support I receive for Chargent. I have implemented it for several clients and I always have questions regarding each use case. The support team is very knowledgeable and helpful!

Salesforce Consultant, March, 2019

We came across Chargent during our Salesforce implementation. We were having lots of issues with online payments. Chargent solved all our problems in an instance. Highly recommend this product for higher education institutes, especially TargetX CRM users.

Ahmet D, April, 2021

We signed up for the add-on package for the Automated Payments and the same day we signed up we had Nick schedule a meeting with us to get started. He was not only helpful for the initial set up, but he would send helpful training videos for the rest of the team. Usually when you sign up for something new it takes a long time to train everyone and get it set up. I am happy to say that was not the case for us.

Tonya B, November 2022

BEST IN CLASS!! Chargent was a game changer for us. It has allowed a payment automation process for our sales team that we could not live without. The team is quick to respond and eager to help. I could not ask for a better partner.

John D., May, 2022

We needed to streamline our Auth.Net connection for our members credit card transactions so that they are viewable and management in SF. Chargent was the perfect application for this to occur. It is very user friendly and is a native SF application, which is also a huge plus. Highly recommend this application!

Kevin K., August, 2022

Great integrated solution for capturing payments — and great support! This solution has made it so much easier for our org to track payments and make sure they are tethered to the original deal, and it makes the capturing of payments so quick and seamless for our customers. Also, the support is great! Quick response times and relentless problem solving on the part of the support team!

Katie K., April, 2022

The Support Team at Chargent was very helpful and diligent in supporting our needs and transition to Chargent. Responses were on time and punctual on a case by case basis and the support team is a pleasure to work with!

John D., March, 2022

Chargent makes automating our monthly donor payments a snap. Top-notch, extremely responsive service. Thanks!

Amy K, October, 2021

I’m a SF Admin recently charged with preparing for the June 20′ release. I am extremely grateful for the support team at Chargent. I am very impressed with the thoroughness of monitoring their product with SF and the proactive approach to keeping ahead of the releases. Thank you Chargent!

Andrew K, May, 2020

As someone who has a technical background but is relatively new to working in Salesforce, I have been very impressed with the Chargent product for Salesforce. I was first impressed by the very comprehensive guides and online documentation available. Subsequently, in working to update and upgrade our Chargent implementation, our organization has worked with three different support reps over the past year and each one has been super friendly, very helpful, and very technically proficient. A great example of how to do technical support the right way!

David M., January, 2022

Chargent’s application has provided us the ability to automate a payment process which normally took a person 15 minutes to process, down to less than a minute with the Chargent integration. Handling payments in the past will no longer haunt us since we are now PCI compliant, we know we can rest our client’s minds by letting them know their data is secure.

Nick S, March, 2020

We have received overwhelming support from Robert Ruelas on the Chargent/Accounting Seed integration. Robert stayed with us on our problem until resolved. We don’t find this level of support frequently and would recommend the Chargent App for any organization that handles credit cards when you are using Salesforce and/or Accounting Seed.