What is Card on File?

Card on File is a secure way to store your client’s payment information for future transactions. Instead of storing actual card numbers, the system creates secure digital tokens that can be used for payments, billing, and automatic renewals.

 

Is Card on File the same as recurring billing?

Not exactly. Card on File enables recurring billing, but it’s more versatile than that. You can also use it for faster checkout, appointment deposits, surgery prepayments, and any other scenario where having stored payment details makes things easier for you and your clients.

 

Can Card on File be used for prescription renewals?

Yes, this is an ideal use case. Clients can authorize automatic billing for prescriptions, which reduces your administrative workload and ensures their pet’s medication continues without interruption.

 

Is Card on File secure?

Yes, when properly implemented with a partner like IDEXX. Our Card File solution follows rigorous Payment Card Industry Data Security Standard (PCI DSS) requirements. Instead of storing actual card numbers, the system replaces sensitive data with non-sensitive tokens. Even if these tokens were compromised, they cannot be used anywhere else, preventing fraud.

 

How do I collect the card details to store on file?

On the payment screen within your PIMS, select “Save Card on File.” The total amount is then sent to your payment device with the instructions to capture the card details, with your client’s consent. When the cardholder taps or swipes their card, the information is securely stored as a payment token in your merchant account.

 

Important: You cannot currently store a card on file for online or manually entered transactions.

 

Can I set up Card on File for manual entry transactions?

No. For security reasons, manually entered card details cannot be saved on file. The card data must be securely captured by your payment device.

 

Can Card on File information be gathered in payment links like text to pay or email to pay?

No. You can only capture Card on File payment details in person at the payment device. However, once you have a card on file, you can offer clients the option to pay using that stored card, including online payments (via payment links) or by telephone.

 

What are the steps to implement Card on File?

• For Cornerstone users: Practices on Cornerstone 9.6 or later will need to complete this Card on File Request Form. IDEXX will enable this feature in 1–2 business days.
• For Neo users: Card on File must be enabled when you are logged in to IDEXX Payments.
• For Neo multibranch practices only:
  1. In the Practices section, click the name of the practice/branch where you want to enable Card on File.
  2. In the Card on File section, click “Edit Card on File Details.”
  3. To securely store clients’ payment details for future use, click the “Enable Card on File” toggle.
  4. Click “Save.”

 

What does it cost to use Card on File?

Card on File is a feature of IDEXX Payments. There is no additional fee for this service.

 

Will my clients find Card on File confusing?

Most clients are already familiar with this functionality from major retailers like Amazon. They’ll be prompted to save their card information by the payment device at the time of the transaction. If they’re uncomfortable saving their information, they can simply decline.

 

What should I do if a Card on File payment fails?

If a transaction fails, you have two options: retry the transaction on the stored card or request another payment method from your client. If the decline is for a permanent reason (such as a cancelled card), it's best to remove the stored card from your system.

 

Is client consent needed to store card details?

Yes, explicit consent is required. IDEXX makes this simple by capturing consent through your payment device.

• For Cornerstone users: select “Obtain consent to save or use a card on file” on the payment screen to save card information on file.
• For Neo users, on the payment screen, click “save card on file” to save the card on file for future use. After that, the card will appear on the payment screen and can be used by selecting “Use a Saved Card.”

 

What if a client wants to remove a stored card?

Card on File storage is managed in the patient record. From there, you can easily remove any card data that has previously been stored.

 

How do chargebacks work with Card on File?

Chargebacks are managed through Fiserv’s CardPointe® portal, just like all other transactions. You’ll need to provide similar documentation.