Opayo – Credentials on File (CoF) under SCA requirements - What this means for recurring payments

Who is this article for?

This article is for Meddbase customers who have a merchant account with Opayo. Particularly, those who manage Memberships with recurring payments using Opayo as the payment method.

What’s the general context?

There are industry changes regarding Strong Customer Authentication (SCA) requirements, which require additional information when processing repeat payments. The deadline for SCA compliance is 14 March 2022.
This means that merchants using repeat payments have to send additional ‘Credential on File’ data to ensure there is no disruption to payment processing.

A ‘Credential on File’ transaction is when you store the cardholder’s card data to make a payment later.

What does the article contain?

The article contains outlines of:

• What the change means in the Meddbase system
• Related configuration of email templates
• How this affects Meddbase users including illustrative scenarios of what they need to do
• How this affects patients and what they can do

In summary, what does this change mean for the Meddbase system and its users?

Technically, we’ve had to make changes to our Opayo integration to enable the delivery of these additional ‘Credential on file’ values when repeat transactions are managed through MySagepay (Opayo).

In practice, this means that:

• Existing payment schedules for membership payments will be expired
  • This is because the data they contain isn’t compliant with new requirements
• Customers’ (i.e. patients) will need to be put back through the payment process to re-authorise any future repeat payments for membership so that data will be compliant
• Any repeat membership payment schedules going forward will have an expiry date

The Expiry date for recurring payments is a new feature introduced with the March 2022 release. When the Expiry date passes, the recurring payment will need to be setup again.

What this means for Meddbase users and patients is described in the sections below.

What is the related configuration?

Recurring Payment expired email template

There is an email template available to this process to provide notifications to patients. Meddbase application administrators should check this template and update if required.

Finding the email template

To find the email template:

1. Go to Admin > Configuration

2. In the Configuration section go to the Online Portal section

3. In the Online Portal section navigate to the Online payments panel

Here you have the opportunity to review and update the template.

Editing an email template

To then edit the email template:

1. Click on the pencil icon next to the template

2. In the template presented in its own browser tab

2.1 Edit the format

2.2 Use template codes as required

2.3 Save the changes

Using template codes in the email template

It is possible to use a range of template codes specific to membership schemes. These are noted below.

It is also possible to use Invoice template codes as well.

How will this affect Meddbase users?

In practical terms, there will be changes that affect users of Meddbase when

• They modify a patient record with an existing membership, and that membership has an expired recurring payment
• Where adding a patient to a membership

The update of existing memberships will be relevant for a transition period. This is required because existing recurring payments have had to be expired so that they can be set up again with the additional 'CoF' data that’s needed going forward.

Scenario examples for Meddbase users

As practical examples, the scenarios below illustrate what users will see and what they need to do.

Scenario 1 – Patient already on a members-only chargeband with a recurring payment – with no outstanding invoice

In the scenario where:

• A patient is on a members-only Chargeband
• There is no invoice (i.e. no outstanding balance) on the membership and the existing membership has been expired

There will be a requirement to set up a new recurring payment. This is triggered by:

1. Opening a patient record

2. Going to Personal details

3. Then saving the record

When this happens, the user is presented with a Membership Scheme payment dialog which enables the setup of a new recurring payment.

When the user is ready to set up the recurring payment, they can do as follows:

4. Click on Setup recurring payment

At this point, a notification is presented to the user, advising that the patient will be required to do a small transaction, which will be automatically refunded.

5. From here, the user can click on OK

6. In the Setup recurring payment dialog the user can

6.1 Ensure the correct payment method is selected

6.2 Select card

6.3 Save the change

Scenario 2 - Patient already on a members-only chargeband with a recurring payment – balance on the invoice

In the scenario where:

• A patient is on a members-only Chargeband
• There is an invoice on the membership

There will be a requirement to set up a new recurring payment and pay the outstanding invoice. This is triggered by:

1. Opening a patient record

2. Going to Personal details

3. Then saving the record

When this happens, the user is presented with a Membership Scheme payment dialog which enables the setup of a new recurring payment.

When the user is ready to set up the recurring payment, from the Membership scheme payment dialog, they can do as follows:

4. Select Setup recurring payment

A notification is presented to the user, advising that the patient will be required to pay the balance on the invoice.

5. From here, the user can click on OK

6. In the Make Payment dialog the user can:

6.1 Review and update the Expiry Date (which is defaulted to 1 year from the current date)

6.2 Select Card to use or add a new card

6.3 Save the change

The changes noted above in Scenario 1 and 2 only need to happen once for each patient.

Scenario 3 - When a patient is newly assigned to a Membership chargeband with a recurring payment

This scenario will apply to any brand new member or a patient who is newly added to a members-only chargeband.

There will be a requirement to set up a new recurring payment authorisation. This is triggered by

1. Adding the patient to the Members only chargeband

2. Then saving the patient record

When this happens, the user is presented with a Recurring payment dialog.

3. From here the user can click on Yes

When the user is ready to set up the recurring payment, from the Membership scheme payment dialog, they can:

4. Click on Setup recurring Payment

A notification is presented to the user, advising that the patient will be required to pay the balance on the invoice.

5. From here, the user can click on OK

The Make Payment dialog is presented with a range of information populated by default.

6. In the Make Payment dialog the user can:

6.1 Select card

6.2 Review and update other information

6.3 Tick the Save payment details checkbox

6.4 Click on Save

7. In the warning dialog noting that the payment cannot be deleted or modified, the user can click on Yes

8. Where it was a New... card selected in step 6 above the user now has to:

8.1 Provide the payer's card details

8.2 Select Confirm card details

8.3 Complete any Purchase authentication steps required

8.4 Then continue while the payment is authorised

On completion, the user is presented with a notification that the payment has been successful and that details have been saved for recurring payments.

How will this affect patients?

Sending Email notifications to patients

In some contexts, using the configured email template noted above, there will be an email notification sent to patients advising that the payment has expired.

These are triggered when:

• A patient has an expired membership and the user goes to the patient record and saves changes to the record
• A background process runs (on a daily schedule) to identify if an invoice is due for a membership
  • If so, the system generates an invoice for the membership
  • Where the payment has expired, an email will be sent

Enabling patients to set up recurring membership payments in the Patient Portal

Where:

• A recurring membership has expired for the patient
• The patient has access to the Patient Portal

The patient will be able to:

1. Login to the Patient Portal

2. Go to the Memberships section

3. Click on Set up recurring payment

The paths through the process can vary depending on what already exists in terms of membership data for the patient. That said, they will follow similar paths to those shown in the scenarios above for Meddbase users.

So in the scenario where there is an outstanding balance on the last invoice…

…a new recurring membership payment can be set up.

In the Patient Portal, the user doesn’t have the option of setting an Expiry Date, this will always be set to 1 year from today.

What else is useful to know?

You should set the Expiry date to expire after the date calculated through the Billing frequency schedule

When making a payment, there is the ability to review and update the Expiry date. This expiry date should always be later than the next payment date calculated through the billing frequency.

So for example:

• If the membership billing frequency is weekly
• Then the membership repeats after 7 days
• But if the payment is set to expire before the date calculated from the billing frequency interval, the recurring payment cannot be set up

If the user tries to do this, then they are presented with an Invalid expiry date

Review date

This article was last updated on 31st March 2023 in the context of Meddbase version 1.248.0.37563 (249).