Payment Requests

Get compensated for your time and expertise. Request payment from patients (payable via CC), and have funds direct deposited in a bank account you specify.

What are Payment Requests?

Payment Requests enable you to bill and collect payments from patients, in-app. Patients pay via credit card and our payments partner, Stripe, will route the money directly into the practice bank account of your choice

In order to send Payment Requests, you will need to connect your Spruce account to your Stripe account. If you don’t have a Stripe account yet, don’t worry, we’ll help you get set up! It typically takes a few minutes.

You will then be able to maintain your payment flow via your Stripe Dashboard and Settings, including when and how often money is transferred from your Stripe account to your Bank Account.

To discover other ways your practice can get paid for telemedicine visits, check out our blog!

How do I send a Payment Request to a patient?

To collect payments from patients in-app, first, make sure you have linked your Bank Account with Spruce. To learn how, read the section below titled, “How do I link my Bank Account with Spruce?”

As soon as you link your bank account, you’re ready to go!

  • To send a payment request, open a Secure Conversation Thread (it will have a 🔒 next to the patient name) on mobile or web.
  • Tap “+” and select Payment Request.
  • Enter the desired amount, title the request, and press send.

The video below demonstrates how to send a payment request on web. You can also send patient requests on mobile!

Send Payment Request (Web) from Spruce Health on Vimeo.

The provider and patient experience is simple, convenient, and delightful. You can see the patient experience below.

Patient completes payment request from Spruce Health on Vimeo.

How can I tell if a patient has completed a Payment Request?

When a patient receives a Payment Request, they'll be asked to provide credit card information including the number, expiration date, and CVV. We'll coordinate direct depositing the payment from the patient's account into a bank account you specify. Note that deposits typically take 2 days to arrive in your account.

As soon as a patient completes a Payment Request, in-app, you’ll receive a notification and the following will be recorded in the patient conversation thread:

"Patient [X] has 'Completed Payment: $XX'."

In addition, you can check your Stripe Dashboard (located in-app under ‘Settings’, ‘Advanced’) to find records of newly completed payments.

See how you can link your bank account with Spruce here.

What do I do if a payment fails?

You have access to all your attempted charges through your Stripe log-in. Payments may fail for the following reason:

1. The credit card entered is declined due to the credit card not authorizing the payment. Example: The card number or expiration date being entered are incorrect, or that the customer does not have enough funds available to make the payment.

2. Stripe blocks high risk payments. Example: In attempts to combat fraud, Stripe will block high risk payments that have been previously linked to fraud. 

You can understand both of these errors from your Stripe Dashboard, and we suggest you request alternative method of payment from the customer if this occurs. 

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