Please review the Clover FAQ below to understand how the payment process works.
Do not contact our support line regarding why a card was not saved or why a transaction was declined. We are only the messenger in this process and have no control over card storage, approvals, or declines. All payment decisions are handled directly by Clover and the card issuer.
If a card is declined or not saved, the customer must verify their card details, use a different card, or contact their card issuer for further assistance.
As part of our ongoing efforts to improve security and convenience, Cleantie has introduced a new feature that allows you to send a secure text message to customers so they can add their own credit card information to their account.
To use this feature, go to Customer Profile → Payment → Send Text Message to Add Card on File.
We strongly recommend using this method instead of manually entering card information. Due to enhanced security measures, manually entered card information may not always be successfully stored on file. Allowing customers to securely enter their own card details helps ensure the card is properly saved while providing a more secure and convenient experience.
Declined: Sale is greater than configured amount
When you see the error message “Declined as sale count per card is greater than configured amount,” it means the same card has been used multiple times within the same day. For security reasons, the transaction may be declined once the allowed number of daily sales for that card has been exceeded.
If this occurs, use a different card or try the transaction again the next day.
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 that outlined below:
- Expired card, insufficient funds, a stolen card, incorrect CVV, or other issues with the financial institution.
- Clover may not allow the same card to be saved under different accounts. e.g Company card to be saved under different employees.
- Clover does not allow the same card to be used multiple times on the same day, resulting in decline message.
During the payment process, there is an option to manually charge a customer’s card. Please note that manually entering card details is different from charging a card that is saved on file. In some cases, even if the saved card is declined, a manual charge may still go through.
Also be aware that not all card types can be saved on file. If a payment fails, we recommend contacting the customer to verify their card details, request a different card, or ask them to contact their card issuer to remove any blocks on the transaction.
To view the details of such error messages, log on to your Clover Dashboard, and go to reports.
When adding card on file can ZIP/postal code be bypassed ?
No, the ZIP/postal code requirement cannot be bypassed. This is part of the Address Verification System (AVS), which is required by card networks and enforced by the payment processor for security and fraud prevention.
To complete the process, please enter the customer’s billing ZIP or postal code exactly as it appears on their card statement. Once the card is saved successfully, it can be reused for future transactions without re-entering the ZIP code
How can I avoid duplicate transactions in Clover?
Duplicate transactions can occur for various reasons, such as network delays, repeated button presses, or retry attempts.
Cleantie does not control or prevent duplicate transactions at the processor level.
Why Was the Card on File Automatically Removed?
When a customer’s card is added as a card on file, Clover sends the customer an email confirmation. The customer has the option to confirm or remove the card directly from that email.
If the card on file was removed, it means the customer chose to remove it or did not complete the confirmation process. In this case, please contact the customer to verify their intent and explain how the card-on-file confirmation works.
Cleantie does not control card storage or removal; this process is fully managed by Clover.
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.
As a good practice to avoid any confusion, we recommend printing the receipt directly from the Clover device and attaching it to your Cleantie invoice. This will help ensure everything is clear and well-documented for audit purposes.
Please make sure you’re not using Wi-Fi for your internet connection. A wired connection will provide a more stable and secure experience, especially when using Clover.
Unable to save a card on file
Cleantie uses Clover’s secure eCommerce API to store card-on-file details. When a card is added, Cleantie initiates a verification process through Clover to securely save and manage the payment information. This verification step ensures both the security and accuracy of the card data. Once the card is successfully added, an email notification is automatically sent to the customer.
Please note that in some cases, the card may not be saved on the first attempt due to timing issues with Clover when creating or updating customer records. To confirm that the card has been stored properly, always check the "Card on File" section. If you do not see the card listed, simply try again.
We are actively working with Clover to streamline and improve this process for a more seamless experience.
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.
How to connect 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:
How Do I Disable Receipt Printing on the Clover Device?
Cleantie automatically prints receipts using the Cleantie-attached printer, but it does not control receipt printing on the Clover device itself.
To disable receipt printing on the Clover device, you may be able to update this setting directly from the Clover Dashboard. Please review your Clover account’s receipt or printing settings.
If you need further assistance, contact Clover Support, as all device printing settings are managed by Clover.
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 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 Credit Card on Clover Device on First Try
Issue:
During payment processing, the default payment method is Credit Card. The system will automatically attempt to process the payment using the Clover device connected to the station. In some cases, the transaction may fail on the first attempt.
Cause:
If selecting Manual Entry and then choosing the Clover device from the payment drop-down successfully processes the payment, it usually indicates that the customer has the Card on File flag enabled, but no actual card is stored on file. As a result, the system attempts to charge a non-existent card on file before sending the transaction to the Clover device.
Solution:
Contact the Cleantie Support Team to correct the customer database record. Support can remove the incorrect Card on File setting so future transactions are sent directly to the Clover device without requiring additional steps.
How to Verify:
- Attempt the payment normally.
- If the transaction fails, select Manual Entry.
- Choose the Clover device from the payment method drop-down.
- If the Clover device connects and processes the payment successfully, the customer's Card on File setting is likely configured incorrectly.
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.
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.
How to Start Batch Processing When an Order Is Marked Ready
Cleantie allows cards on file to be automatically charged when an order is marked Ready. This feature streamlines batch processing and saves users time by eliminating the need to manually process each payment.
Once enabled, payments are triggered automatically as soon as the order status is updated to Ready, making checkout faster and more efficient.
To view the details of these transactions, go to Reports → Credit Card Transactions, then select Employees and choose Batch Processing.
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