Clover FAQ, – Cleantie

How do I connect my Clover account to Cleantie?

Click here to see the process of connecting your Clover account/device to Cleantie.

Does Cleantie work on Clover Station Duo or Solo?

Cleantie does not support Clover Station Solo, Clover Duo, or Clover Mini attached to Clover Station. Our integration with the Clover platform is specifically tailored for processing credit card transactions only.

Here's how Cleantie's integration with the Clover platform works:

Walk-in Customers:

- Cleantie can process credit card transactions on Clover Flex or Clover Mini devices for walk-in customers.
- This integration ensures a seamless payment experience for in-store transactions, providing convenience and reliability to both you and your customers.

Card-on-File Payments:

- For app users, Cleantie utilizes Clover's eCommerce API to process card-on-file payments using the same Clover merchant account.
- This feature enables app users to securely store their payment information and conveniently make payments through the Cleantie app.

Can I use the built-in Clover device printer with Cleantie?

The answer is NO. The Clover built-in printer is only used to print credit card receipts. You must use a proper Thermal printer for Cleantie POS. Make sure the thermal printer is compatible with Cleantie POS software. The cash drawer must be connected to the Cleantie POS thermal printer. Ensure that the cash drawer is properly connected to the cash drawer port on the back of the thermal printer.

For additional information on recommended thermal printers, click here.

Clover Flex vs Clover Mini?

While Clover Flex is a portable payment processing unit, Clover Mini is made for use in a single location. Here are the main differences between the two systems.

Device Size	While Clover Flex’s five-inch color screen is ideal for the mobile, handheld device, the Mini offers a seven-inch high-resolution touchscreen. Although bigger than the Clover Flex, the Mini still features a compact and space-saving design compared to the full-sized Clover Station.
Connectivity Options	Where Clover Flex’s combination of 3G and WiFi connection ensures reliability for businesses on the go, the Mini prioritizes speed and consistency for a single location. The Clover Mini supports both Ethernet and WiFi functionality. While WiFi is convenient, Ethernet often provides a faster, more stable connection. Additionally, the Mini supports LTE cellular service. It is equipped with a SIM card slot and activates with a cellular data plan, allowing it to operate without WiFi or Ethernet.
Target Markets	Clover Mini is not suitable for businesses that need to take payments off-site, such as market vendors and mobile businesses. It is, however, a top choice for a wide range of small to medium brick-and-mortar retail stores, coffee shops, dining establishments, boutique stores, medical practices, and personal service businesses.

How does cash discount work with Cleantie/Clover?

We are excited to announce the introduction of our Cash Discount feature, designed to help you save on credit card fees and keep your business thriving. With this feature, you can encourage your customers to pay cash by offering them a discount, while eliminating credit card fees forever.

Here's how the Cash Discount feature works:

Increase Base Prices: We recommend increasing your base prices by 3% to account for credit card fees. For example, if the price of wash & fold is $1.25, it can be inflated to $1.30. Our Cleantie support team can assist you in rounding prices to the nearest dime or nickel.
Automatic Discount: When a customer pays by cash, the 3% Cash Discount is automatically applied to reduce the price. The discounted amount is clearly printed on the invoice for transparency.
Credit Card Payments: For customers paying by credit card, the inflated price is applied to cover the credit card processing fees.

To enable the Cash Discount feature, simply follow these steps:

Log in to Cleantie POS
Select Admin -> Management -> Payment Settings -> Payment Types
Enable the Cash Discount feature
Enter the Cash Discount %.

This FREE program allows you to pass the fee on to customers or accept cash payments without incurring the industry-standard 3% fee.

We believe that the Cash Discount feature will not only help you save on credit card fees but also encourage more customers to pay with cash, ultimately contributing to the success of your business.

If you have any questions or need assistance in implementing the Cash Discount feature, please don't hesitate to contact our support team. We're here to help you every step of the way.

How to remove a card on file?

Cleantie uses Clover's eCommerce API to save card-on-file. To remove the card in Cleantie POS follow the steps below:

Select check-in
Select customer, Select Edit icon
Go to the Payment tab, and select Remove Card.

To remove the card from Cleantie Customer App follow the steps below:

Logon to Cleantie customer app
Select Menu from the top left corner
Select payments
Select Delete Card On File.

Unable to save a card on file.

Cleantie uses Clover's eCommerce API to save card-on-file. When the card is added, Cleantie utilizes Clover to verify, store, and manage this payment information securely. This verification is essential to ensure the security and accuracy of your payment information. Upon successful verification, the card is added and an email notification is sent to the customer.

Occasionally, a card may not be saved on the first attempt due to Clover's timing when saving customer information. To ensure that the payment information is properly saved, please check the "Card on File" section to verify that the card has been stored successfully. If the card does not appear, please try again.

In addition, if the verification fails Cleantie will not save the card on file. The failure could be for various reasons such as an invalid card, invalid expiry date, incorrect CVV, or zip code.

Unable to change a card on file

Cleantie allows the customer's card on file to be updated for any reason such as an expired card, lost or stolen card, etc. To update the card on file, go to customer profile -> payment -> Remove Card. Save profile. Update the customer profile again, then add the new card.

It is possible that Clover may not update the card on file properly, leading to transaction failures using the old card on file. If this is the case, we would like to offer you a workaround.

Login to your Clover dashboard, https://www.clover.com
Go to Virtual Terminal (top left), and under the payment information, search the customer name.
You should see the old card on file. Select the Remove card option.
Go to Cleantie, select the customer -> payment method-> Remove Card -> Save.
Edit the customer profile -> payment method-> Enter the new card info. Then Save.
Now you should be able to process the new card on file.

Unable to process card on file

As soon as the card is added to Cleantie's customer profile, an email notification is sent to the customer by Clover. The customer may use the link to remove the card on file. If the card on file is removed, you may not be able to process the card through Cleantie POS, and a decline error message is shown.

In addition, this may result from various reasons, such as an expired card, insufficient funds, a stolen card, incorrect CVV, or other issues with the financial institution.

During the payment process, there is an option to charge the customer's card manually. You may be able to charge the customer's card manually although the card on file is declined. It's important to understand that the process for manually entering a card and using a card on file is entirely different. Depending on the card type, some cards may not be saved on file. We recommend contacting the customer to verify the information or get a different card.

To view the details of such error messages, log on to your Clover Dashboard, and go to reports.

Unable to communicate with Clover Device

Cleantie uses the Cloud Pay Display app to process trans on Clover Device. If there is a communication error, follow the steps below:

Go to Cleantie POS -> Admin -> Credit card -> Credit Card gateway. Make sure your Clover device is listed.
Go to Clover device, and exit Cleantie App to run Clover device as a standalone terminal. To do that touch and hold all four corners of the screen and pinch towards the center. enter your pin#, go to Clover Device dashboard
Look for the Cloud Pay Display app, and touch the icon to restart the app.
If that does not help, power cycle your device and try again.
If there is still a communication issue, contact your Clover support team or check the following link to see Clover network status: https://isdown.app/integrations/clover
You may run Clover as a standalone to process trans while the connection issue is fixed. Follow step 2 above to go to the Clover device dashboard. Select the Sale or Register application, and Enter the amount you wish to charge the customer. Select Charge. Select Done
From the Cleantie Payment screen, select Check or Cash for the Payment method to apply the payment to the order. Please make note of this as this causes a discrepancy in your end-of-day report.

The card is processed on the Clover device, but payment is not applied in Cleantie

During transaction processing, a network issue may interrupt the connection between Cleantie and the Clover device. Depending on various factors, one of the following may occur:

The request times out and the welcome screen appears.
The transaction result is not returned to Cleantie

If the trans did not go through in Clover, you can repeat the original charge request from Cleantie payment screen. If the card was approved, but payment was not applied to the Cleantie invoice, select Check or Cash for the Payment method to apply the payment to the order. Please make note of this error as this causes a discrepancy in your end-of-day report.

How to issue a Credit Card Refund

When payment is made through Clover, the trans detail from Clover is saved in Cleantie. To issue a refund, the card is not required. Follow the steps to issue a refund:

From Cleantie POS, go to Utility, enter invoice#,
Select the Refund/Restock icon from the icon tray -> select Refund. Enter reason.
Select Credit card -> select Clover, and submit payment.
If you like to issue a partial refund, change the payment amount to be refunded.
Upon successful refund, the authorization code is shown.
To print the receipt, select the print icon, and print a store copy. Save it for audit purposes.
The refund will be listed in the cash summary report as well as on the Clover report.
In case you need to void the invoice, select Refund/Restock -> select void.
Please note, that a paid invoice can not be voided, unless is refunded first.

Unable to issue a Refund

When doing a refund, it is possible that the refund does not go through for whatever reason. You may see the error message: "Declined, failed to add to transaction data"

If this is the case, follow the steps below to issue the refund using your Clover Dashboard.

Login to your Clover dashboard, https://www.clover.com
Go to Virtual Terminal (top left), and select Transactions -> Payments
Use the Search option and enter Cleantie invoice#
From the result page, click on Details
Click on the Refund option
Enter the amount you like to refund.

How do I use Cleantie Credit Card Batch Processing?

Cleantie Credit card batch processing is a method that enables you to streamline your credit card transaction workflows. Instead of processing individual card transactions in real-time, use the batch processing feature. The feature is only used for customers with the card on file. Batch processing can be done based on statements at the end of the month or the end of the day.

The Significance of Batch Processing:

Efficiency: Batch processing allows to consolidate and send multiple transactions simultaneously, reducing the time and resources required for individual authorizations.
Accuracy: By processing transactions in batches, you can minimize errors associated with manual entry and ensure accuracy.
Reduced Costs: Batch processing can save you time and money.

To start Batch processing using the statement follow the steps below:

Go to Admin -> Management -> Statement -> Select Date -> Search customer
Click on View
Select the CC Icon to start Batch Processing.
The Batch processing service will be started in the background
Once payments are processed, the pop-up screen shows the details.
Cleantie is in the process of adding a detailed log file to show the results.

To start Batch processing using the End Of Day option follow the steps below:

Select the Cash Drawer Icon (Top right corner)
Select Close Register
Select the CC Icon to start Batch Processing. (coming soon)
The Batch processing service will be started in the background.
All COF customers (except monthly charge customers) with a balance will be charged.
Once payments are processed, the pop-up screen shows the details.
Cleantie is in the process of adding a detailed log file to show the results.