Let Recurring Payments Increase Revenue Predictability
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From streaming binges to gym memberships, today’s consumers expect their favorite services to “just work”—and that includes payments. Recurring payment processing is the quiet engine that makes that always-on convenience possible, delivering friction-free checkouts for customers while fueling reliable, repeat revenue for the businesses that serve them.
What Is Recurring Payment Processing?
Recurring payments are pre-authorized, automatic charges for products or services that people use on a predictable cadence. Customers give the merchant permission to debit a stored payment method at set intervals—weekly, monthly, annually, or whenever a subscription renews—so no one has to re-enter card details or chase invoices.
Recurring charges fall into two buckets:
Fixed recurring payments: The billed amount stays the same each cycle, regardless of usage.
Variable recurring payments: The amount can change from cycle to cycle, reflecting actual consumption or metered use.
To accept these payments, a company needs both a payment service provider (PSP) and a merchant account that can handle card-on-file transactions.
Most recurring payment platforms charge a flat monthly platform fee plus a small percentage of each transaction volume; exact costs vary by feature set, industry demands and card network rules.
How Do Recurring Payments Work?
A recurring payment model takes several steps to set up:
Enrollment – A customer signs up for a subscription or opts into automatic billing.
Payment method selection – They choose the card or account they want charged.
Consent to terms – By accepting the merchant’s terms and conditions, the customer authorizes secure storage of their credentials and future automated charges.
Credential storage – The PSP tokenizes and stores card data within the payment gateway for successive transactions.
Transaction approval – At each billing date, the card network, issuing bank and acquiring bank exchange authorizations and settle funds from the customer to the merchant account.
Ongoing billing – Prior to the next cycle, the customer receives an invoice or reminder; once processed, they receive a receipt confirming payment.
This loop repeats automatically every period until the customer cancels, the merchant terminates service, or the stored credentials expire. Once the process is complete, your business can accept recurring payments from customers and receive payments within a few business days. The payment process repeats automatically every billing cycle, only stopping if the customer stops recurring payments or ends their subscription, or if the payment details are incorrect.
What Types of Businesses Use Recurring Payments?
Once limited to magazines and utilities, subscription-style billing now appears across nearly every sector where customers need continual access or replenishment.
Subscription and club services: Streaming media, curated wine clubs and print publications keep members active without manual renewals.
Membership organizations: Gyms, dance academies, tutoring centers and similar entities automate monthly dues.
Scheduled service providers: Child-care centers, lawn-care crews and housekeeping companies bill for standing appointments.
Government and municipal offices: Agencies can collect taxes, license fees and utility bills on deadline.
Installment-plan services: Dentists, mechanics, or contractors break a large expense into budget-friendly, scheduled payments.
Online and digital businesses tap recurring billing when:
SaaS and digital platforms: Cloud software, mobile apps and virtual tools monetize ongoing access.
Subscription boxes: Goods are shipped after the platform automatically captures the customer’s renewal payment.
Paid content publishers: News outlets, Patreon creators and educational sites grant entry to exclusive content behind a paywall.
E-learning providers: Virtual schools and course marketplaces collect tuition in consistent increments.
What Are the Benefits of Accepting Recurring Payments?
Organizations that shift to automated, card-on-file payments quickly discover a range of upsides:
Predictable cash flow: Consistent billing cycles smooth revenue forecasting and reduce the shock of late or missed payments.
Flexible payment experiences: Customers pick the frequency and tender that best align with their budgets, boosting satisfaction.
Operational efficiency: Automation reduces the need for manual invoicing, reconciliation and collections, freeing staff for higher-value work.
Superior customer convenience: “Set it and forget it” payments keep services active without additional effort, reducing churn.
Higher retention: Frictionless renewals encourage ongoing relationships and foster stickiness.
Lower fraud exposure: Secure tokenization and gateway vaults safeguard sensitive data, cutting the risk of compromise.
How Can CSG Forte Help You Get Started Accepting Recurring Payments?
A payment gateway is one of many ways to process a recurring payment. Payment gateways are part of the recurring payment process by storing the customer’s card details for future charges. Companies can work with a payment gateway to support transactions.
Accept and process recurring payments with the payments platform by CSG Forte. With this platform, you can schedule recurring payments with your customers and manage these payments through account verification, returns management and more. You’ll also benefit from high gateway availability and minimal downtime with our enhanced payment gateway performance.
When “Good Enough” Costs More Than You Think: The Hidden Costs of Medical Manual Payment Processing
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It starts with a clipboard.
One front desk associate prints the day’s patient balances. Another manually logs a card payment into the billing system while fielding a call from a confused patient who’s trying to pay over the phone. A third staff member stays late to reconcile the day’s transactions—only to discover that two payments were misapplied, and one was never recorded at all.
These aren’t just minor inefficiencies. They’re signs of a larger problem: the hidden cost of manual payment processing.
While many healthcare practices have adopted electronic health records and patient portals, their payment workflows often remain stuck in the past. Paper-based systems, fragmented tools and disjointed workflows might seem manageable on the surface—but behind the scenes, they’re quietly draining revenue, increasing staff burden and frustrating patients.
In this blog, we’ll explore the true cost of manual payment processing in medical practices—from administrative overhead to compliance risks and missed payments—and show how modernizing with a partner like Forte can help your team reclaim both time and revenue.
The Administrative Drain: Labor Costs + Human Error
Manual payment processing may seem like a small operational detail—but it adds up quickly in both time and dollars. For healthcare staff, tasks like printing and mailing invoices, logging payments by hand, chasing down balances by phone and manually reconciling records can consume hours of the workweek.
According to the JAMA Network, administrative costs account for between 25% and 31% of total healthcare spending in the U.S., much of it tied to inefficient processes like manual billing and collections (source). For a busy outpatient practice, even just a few minutes per transaction can translate into dozens of hours lost per month.
Beyond time, the margin for error increases with every manual touchpoint. A typo in a patient’s account number. A misapplied payment. A billing code written incorrectly. These small mistakes can snowball into compliance issues, delays in reimbursement or incorrect balances being sent to collections—damaging both revenue and patient trust.
And when multiple systems are in play—billing software, card readers, spreadsheets, etc.—the burden on staff only grows. Instead of focusing on patient care or front-desk service, staff are stuck acting as human bridges between disconnected tools.
Here are just a few of the most common manual payment tasks that cost practices time and money:
Printing and mailing paper statements
Taking payments over the phone or in person
Manually keying in credit card numbers
Cross-referencing EHR and payment systems for accuracy
Reconciling mismatched payments at day’s end
Following up on past-due accounts via phone or email
These processes might seem routine, but they quietly chip away at staff efficiency and operational profitability. In a field where time is money—and burnout is high—manual payments are one cost center many practices can’t afford to ignore.
The Patient Experience Gap: Inconvenience = Unpaid Bills
Today’s healthcare consumers expect the same convenience from their doctor’s office that they get from their favorite retailers and streaming services. When it comes to billing, clunky processes—like paper statements, limited hours for payment, or phone-only options—don’t just frustrate patients. They reduce the chances of getting paid at all.
Globally, the healthcare market is predicted to reach $54.8 billion by 2030, and a 2023 survey indicated that 62% of healthcare consumers prefer patient portals for settling medical bills. The high cost of many modern medical procedures means that patients who can’t pay immediately—or who forget once they leave the office—are more likely to let a bill lapse.
Manual systems also create unnecessary friction. Patients may be unsure of what they owe, when they owe it, or how to pay. Without automated reminders, flexible options, or user-friendly payment channels, even well-intentioned patients can fall behind.
Offering digital-first, patient-centric options in your healthcare organization, such as CSG Forte BillPay, can dramatically increase payment speed and satisfaction. These include:
Text-to-pay: Patients receive a secure link by SMS and pay in seconds
Online portals: Clear, centralized access to bills and payment history
Auto-pay: Reduce churn and improve on-time collections
CSG Forte’s Engage payments platform, for example, allows providers to offer installment payment options tailored to patient needs—without burdening staff with manual setup or tracking. That flexibility improves not only collections, but also patient loyalty.
In an era where patients are choosing providers based on ease of experience—not just clinical care—billing is part of your brand. Making payments simple isn’t just good service; it’s good business.
The Revenue Leakage You Can’t See: Delays, Denials and Write-Offs
Revenue loss doesn’t always come with a flashing warning sign. In many practices, it trickles out slowly—through payment delays, missed follow-ups, and balances that quietly slip into write-off territory. The culprit is often hiding in plain sight: manual processes.
When staff are managing payments across multiple systems—or tracking balances in spreadsheets and paper files—it’s easy for critical steps to fall through the cracks. A balance that isn’t collected at the time of service. A reminder that was never sent. A patient who intended to pay but got tired of navigating a clunky process.
These small lapses compound over time. A 2023 report from the Healthcare Financial Management Association (HFMA) found that the average medical practice collects just 55% of patient balances after a visit—down from 70% a decade ago. The decline is largely attributed to rising out-of-pocket costs and outdated billing methods that don’t match patient expectations or behavior. (source)
Even when patients do want to pay, the friction of manual workflows can be enough to cause delays. And delayed payments mean increased days in A/R, higher write-off rates, and less predictable cash flow—all of which put pressure on both finance teams and patient experience teams.
By automating billing, reminders, and payment options, healthcare practices can:
Reduce the number of balances that slip through the cracks
Accelerate revenue collection
Minimize administrative rework
Improve overall financial visibility
With Forte’s unified payments platform, providers gain access to real-time reporting, automated follow-ups, and flexible payment options—all designed to improve collections without adding complexity.
When payments run on autopilot, staff are freed up, patients are more likely to pay, and revenue becomes more predictable. The result? Less leakage, more lift.
Modernize Your Workflow. Maximize Your Results
The challenges of manual payment processing aren’t just about inefficiency—they’re about what your practice could be gaining if those inefficiencies were eliminated.
That’s where Forte comes in.
Our healthcare payment solutions are built to help providers streamline revenue operations without sacrificing flexibility or compliance. Whether you’re a specialty clinic, a multi-location provider, or a community health center, Forte can help you take payments off the clipboard and into the cloud.
Automate recurring billing and ACH payments, reducing administrative workload and ensuring steady cash flow.
Strengthen compliance and security with PCI DSS–compliant tools that tokenize and encrypt payment data.
Integrate seamlessly with your billing system, minimizing double entry and reducing errors.
Our platform combines reliability (99.99% uptime), deep industry experience, and white-glove support to ensure that implementation is smooth—and impact is immediate.
Manual payment systems may seem “good enough” until you see the real cost in wasted time, lost revenue, and patient dissatisfaction. The good news? You don’t have to settle for outdated processes. With Forte, you can future-proof your payment workflows and refocus on what matters most: delivering excellent care.
Don’t let outdated payment processes hold your practice back. Let’s talk about how Forte’s payments platform for healthcare providers can help you reduce costs, improve patient satisfaction, and simplify your payment operations—securely and seamlessly. Contact our experts to schedule a personalized demo to see what modern healthcare payments can do for you.
How Your Business Can Start Accepting ACH Payments
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Checks get lost. Cards expire. Customers find making in-person and cash payments a pain. Automated Clearing House (ACH) payments, also called eCheck payments, offer a smarter, more stable way to move money—one that reduces fees, increases reliability and simplifies the entire payment process. For organizations looking to cut overhead and improve cash flow, it’s quickly becoming the go-to option. That’s especially true in sectors like property management, healthcare and utilities, where recurring payments and high transaction volumes make efficiency non-negotiable. If you’re ready to modernize and improve your overall processing cost, here’s what you need to know to get started.
The ACH network oversees transfers from one financial institution to another. When you accept ACH payments as a business, you allow your customers to transfer funds from their accounts to yours. Leveraging online ACH payments can be a valuable practice for several types of businesses. Read on to learn more.
How to Receive ACH Payments
To begin processing ACH payments, follow these simple steps:
Step 1: Set Up an ACH Merchant Account
The ACH network oversees electronic transfers from one bank account to another. To process these transactions, you must have an account with the ACH network to identify your business and access customer bank accounts for withdrawals. Typically, you’ll create this account through an e-payment platform.
When you set up your account, you must provide various information to prove your identity as a merchant. This information can include, among other items:
Certificate of incorporation
Federal tax ID
Proof of company address
Valid ID for company owners
Additionally, you’ll have to provide an estimated processing volume of your electronic fund transfers.
Step 2: Request Customer Authorization
After verifying your company through the ACH network, you can request customer authorization, which is essential to receive ACH payments. Authorization requirements exist to protect consumers from unwarranted account withdrawals from businesses. You have a few options to retrieve valid authorization from a customer. You can:
Receive verbal agreement over a recorded phone message.
Ask your customers to submit an online payment authorization form.
Have your customers sign a physical confirmation form.
Online authorization forms should include specific language that clearly states that the consumer assents to the transaction terms. CSG Forte can help simplify the authorization process with an online authorization process on our platform. This allows you to send the authorization form to your customers to complete the process in a few minutes.
Step 3: Create the Payment
With your merchant account and customer authorization, you’re ready to set up the payment with your customer. During the authorization process, your customer will provide the following information:
Account number
Bank Routing number
Customer name
You’ll use this information alongside your merchant details to set up the payment. You’ll also set the amount required for transfer. In the case of recurring payments, you will only need authorization and bank account information for your initial transaction.
Step 4: Submit Details to ACH Network
Your final step is inputting all information into the ACH system for the transfer to take place. You’ll rely on processing software to handle this last step. When you input the payment information, the ACH network alerts both banks involved in the transfer. From there, the customer’s bank will provide the funds requested by you, the merchant.
How Long Does It Take to Receive an eCheck Payment?
ACH payments take about three to five business days to process through the network and appear in your bank account. The process takes a few days because the ACH network needs to verify the transaction. ACH batches only operate during the business week and close at 5 p.m. EST, so consider the payment timing when determining when it should show up in your account.
You can use Same Day ACH payments if you need a faster payment option. In these cases, ACH transactions are sent and received the same day the request is made , considering cutoff times and the time-zone of origination. You can expect these payments to be settled the next business day after submitting them.
The Benefits of Accepting ACH and eChecks for Your Business
When you accept eCheck payments, your business and consumers can enjoy the benefits.
Convenience: The initial authorization process for ACH payments can take as little as a few minutes for you and your customers. Once authorization is complete, your customers can send payments to you with the press of a button. These payments’ convenience is undeniable, especially for e-commerce businesses handling all transactions online. By offering convenient digital payment methods, you’ll improve the consumer experience for all types of products and services. While you can enjoy the convenience of eliminating paper checks, your customers can skip writing them out and mailing them to you. Happier customers lead to more business and a positive reputation all around.
Cost: Processing physical checks and counting out cash can be an expensive process with the manual labor involved. Additionally, credit and debit card charges can be on the pricier side. ACH payments typically come with low, flat rates per transaction, allowing your business to offer convenient payments without overextending your financial resources. You can reinvest the money you save on administrative overhead into your business and its growth. The reduced manual labor can also decrease the need for more internal team members, saving money on payroll—even as you grow.
Protection: The ACH network is highly regulated and secure to keep money safe as it transfers from one bank account to another. While many layers of security protect financial data as it moves from institution to institution, there are also clear reasons for disputing charges. Consumers want to know their bank account information is safe during authorization, and your third-party ACH provider should have that covered. With CSG Forte, tokenization replaces sensitive data with a token that is generated randomly and has no intrinsic value. Our end-to-end encryption and compliance with financial regulations provide the trust and data protection you and your consumers are looking for.
Efficiency: Online payments through the ACH network lend themselves to automation. Integrate your payments platform with financial management software to keep track of all money coming in and going out via ACH transfers. With the help of automation, your team can greatly reduce administrative responsibilities. Additionally, eChecks or ACH payments are among the most common payment types used for recurring billing. Consumers can also enjoy the efficiency of money automatically taken from their accounts each month, reducing their payment responsibilities and eliminating late fees.
What Types of Businesses Can Use ACH Payment Processing?
Small and Medium-Sized Businesses
Many small and mid-sized businesses understand the importance of offering convenient payment options for their customers. However, these businesses also have fewer resources than larger enterprises and wonder if they can afford the fees associated with electronic payments processing. ACH payments have relatively low fees compared to credit card processing and far less administrative overhead than processing checks. When you’re looking for convenient payment options at a reasonable price, ACH payments are the way to go.
Integrated Software Vendors
Integrated software vendors (ISVs) provide software as a service (SaaS) that depends on a subscription model. These businesses are ideal for ACH payments because recurring payments are simple to set up.
When ISVs collect payments from several sources in multiple formats, managing finances can be complex. These businesses also often operate with projected income rather than actual income, so staying organized and tracking the money coming in is essential. Online payments with ACH transfers unify payments from clients and make financial tracking easy.
Enterprises
Larger companies often have significant customer bases to match. With payments coming from many different sources, tracking cash flow and reconciling payments can become complex. ACH payments provide the efficiency of automation, allowing enterprises to manage their incoming payment volume.
Government Agencies
Donors, constituents and more send money to government organizations. Whether an organization is municipal, state or federal, accepting payments from multiple sources can be challenging. With ACH transfers, organizations can securely house their payments under a single system while reducing administrative strain on internal teams.
How Can CSG Forte Help You?
CSG Forte offers a complete, end-to-end payments solution with Dex. Our platform allows you to seamlessly and securely accept transfers from your customers, empowering your business with payment flexibility and reduced administrative responsibilities. See what CSG Forte can do for you, and get started with us today.
How Much Revenue Is Expired Data Costing Your Business?
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Every time a payment fails due to outdated customer data, it’s more than just an inconvenience—it’s a missed opportunity.
For businesses that rely on recurring revenue, especially those with subscription models, expired credit card information and incorrect details directly impact revenue. Failed payments lead to frustrated customers, wasted resources and a growing administrative headache. Even worse, those missed payments can snowball into increased churn, lost trust and long-term damage to customer relationships. If your business hasn’t adopted a solution to proactively update this information, you’re likely leaving money on the table.
With CSG Forte’s Account Updater, businesses know their payment data is always current—helping eliminate payment failures and maximize revenue. Let’s take a closer look at how expired customer data might be quietly draining your profits, and how automating updates can stop the leak.
The Problem: Expired Customer Data Is Costing You More Than You Think
When a customer’s credit card expires, their payment information is no longer valid, which means failed payment attempts are inevitable. This is a frequent issue in businesses that rely on subscriptions, recurring services, or membership fees. According to a 2021 report by LexisNexis Risk Solutions, failed payments cost the global economy around $118 billion. If your business isn’t actively updating payment information, you could be contributing to this massive revenue gap.
The effects of expired customer data go beyond just revenue loss. Failed payment attempts often lead to customer frustration. The more times a payment fails, the more likely customers are to cancel their subscriptions or switch to a competitor. Additionally, businesses are forced to expend valuable resources trying to chase down updated payment details or contacting customers for manual updates. This increases operational costs and takes time away from more strategic tasks.
The Solution: CSG Forte’s Account Updater for Seamless Payment Continuity
CSG Forte’s Account Updater solution is a game-changer for businesses dealing with expired or incorrect customer data. By automatically updating payment methods when credit card information changes, Account Updater ensures that payments go through seamlessly. With our solution, you’re automatically notified whenever a customer’s payment data is updated, whether it’s a new expiration date, a change in account number or any other modification.
Take Hall’s Culligan Water, for example. By integrating Forte’s Account Updater to its existing Forte bill payment solution, the company was able to drastically reduce the number of failed transactions, ensuring that their customers’ services continued uninterrupted. The company also saw immediate profits: In one month of using Account Updater, Hall’s Culligan increased its collection rate by 3%, processing $258,000 more in payments than the month before.
This not only helped the company maintain consistent revenue flow, but it also led to improved customer satisfaction. Account Updater completed 4,000 cardholder updates without any Hall’s Culligan employee intervention, locating $193,000 from cards on file that simply needed their expiration date updated. With fewer payment failures and less staff time spent on collections, Hall’s Culligan was able to focus on delivering high-quality service rather than tracking down payment issues.
By using Account Updater, businesses can avoid the need for manual payment updates, ensuring that payments are processed smoothly and efficiently, meaning fewer interruptions, reduced customer friction and a more predictable revenue stream.
The Benefits: Why You Can’t Afford to Ignore Expired Customer Data
Reduced revenue loss: Expired or outdated payment data is one of the leading causes of failed payments, directly impacting your bottom line. Using Forte’s Account Updater ensures that payments go through without interruption, preserving revenue and reducing churn.
Improved customer retention: Customers hate dealing with payment failures. Each failed transaction increases the likelihood that customers will cancel their service or switch providers. By automating the update process, Forte’s Account Updater removes this point of friction, creating a better experience for customers and encouraging long-term retention.
Operational efficiency: Chasing down customers to get updated payment details takes employee time and resources that could be spent on more important tasks. With Account Updater, the process is automated, freeing up your team to focus on improving customer experience and driving growth instead of resolving payment issues.
Better customer experience: A seamless, hassle-free payment process is one of the easiest ways to improve customer satisfaction. When customers don’t have to worry about updating their payment details or dealing with payment failures, they’re more likely to stay engaged with your business. This leads to higher satisfaction, loyalty, and lifetime value.
Don’t Let Expired Customer Data Impact Your Bottom Line
Expired customer data is a hidden drain on your business revenue. While it may seem like a minor issue, the impact of missed payments, lost customers and wasted time can add up quickly.
With CSG Forte’s Account Updater solution, businesses can eliminate the risks posed by outdated payment data, ensuring that payments go through smoothly, improving retention and ultimately boosting revenue.
Ready to stop letting expired customer data cost you money? Talk to an expert today and discover how CSG Forte’s Account Updater can help streamline your payment processing, reduce churn and unlock your business’s full revenue potential. Get in touch with one of our payments experts.
5 Reasons You Should Offer Your Constituents Installment Payment Options
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With online transactions increasingly becoming the norm, governments and municipalities that offer installment payment options to their constituents increase their chances of getting paid on time. One recent survey indicated that 63% of respondents reported making government payments through a website. It’s worth considering updating your system to provide constituents with the financial flexibility they truly want.
Offering flexible payment solutions, such as installment plans, not only facilitates easier financial management for residents but also fosters a more positive relationship between the government and its citizens. For instance, the Internal Revenue Service provides installment agreements that allow taxpayers to pay their taxes over time, helping to avoid penalties and reduce the financial burden on individuals.
Are installment payments right for your agency’s menu of fee and fine collection options? Here are five compelling reasons why installment payments should be a standard offering for your department.
1. Make it easier for constituents to decide what they can afford
When unexpected expenses arise, it can be challenging for people to pay large bills all at once. For example, if a resident’s water bill triples due to a malfunction in their home water system, paying the entire amount upfront can be a significant burden. By offering installment payment options, governments can create a more manageable payment experience for their constituents. This approach not only lowers the barrier to entry for municipal services but also strengthens the relationship between the government and its taxpaying residents.
2. Cover all service needs with one invoice
At CSG Forte, our goal is to simplify the payment process for both governments and their constituents. We can organize and present a comprehensive billing experience that includes options for utilities, recreational services, fines, fees and other one-time or recurring services. By consolidating all service needs into a single invoice, governments can streamline their billing processes and make it easier for residents to manage their payments.
3. Enable standardization for your service teams
Supporting outdated payment methods can be a significant pain point for government service teams. Countless service calls and unhappy constituents can create a stressful and inefficient work environment. By shifting to modern payment options including installment plans, governments can reduce the number of service calls and create a more predictable and aligned approach for their internal teams. This shift not only improves the experience for constituents but also allows government employees to focus on their core responsibilities.
4. Align with the industry shift in consumption
Today’s consumers are increasingly accustomed to monthly payment options for a wide range of services and products. Rather than committing to large, upfront expenses, many people prefer the convenience and affordability of spreading payments out over multiple months or years. By offering installment payment options, governments can align with this industry trend and meet the expectations of their constituents.
CSG Forte provides a convenient and easy to implement monthly payment option that can help governments stay in step with modern consumption habits.
5. Make it easier to upgrade to new services
Once residents become accustomed to monthly payments for services, it becomes much easier to introduce upgraded solutions near the end of the term. When new, enhanced services are recommended, they are often anticipated and welcomed by constituents because the expense is already part of their monthly budget. This approach not only benefits residents by providing them with improved services but also creates a long-term relationship between the government and its citizens.
CSG Forte is dedicated to helping governments and municipalities implement modern payment solutions that benefit both their constituents and their internal teams. Our comprehensive billing solutions are designed to simplify the payment process, reduce administrative burdens, and improve the overall experience for residents. By partnering with CSG Forte, governments can take advantage of our expertise and technology to offer flexible, convenient, and affordable payment options.
Offering installment payment options is a smart move for governments looking to improve their financial interactions with constituents. By making it easier for residents to manage their payments, covering all service needs with one invoice, enabling standardization for service teams, aligning with industry consumption trends, and facilitating upgrades to new services, governments can create a more positive and efficient payment experience. With the support of CSG Forte, implementing these solutions has never been easier.
Pay Later: Why Allowing Installment Payments Is Good for Healthcare Providers
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Not long ago, a patient in Austin, Texas, walked out of a specialist’s office without getting the care she needed—not because she lacked insurance, but because the $1,100 out-of-pocket cost for a procedure wasn’t something she could afford that day. The front desk offered a credit card form and a sympathetic shrug. That provider likely lost more than just a payment—they may have lost a patient for good.
Stories like this are increasingly common. As deductibles climb and insurers shift more costs to patients, Americans are struggling to pay medical bills on time—and providers are feeling the consequences. According to a 2024 report from the Commonwealth Fund, 38% of U.S. adults said they or a family member had postponed or skipped needed care due to cost in the year leading up to the study. This means that providers that don’t offer flexible ways to pay may be watching revenue slip through the cracks.
That’s where installment payments come in. By offering patients the option to split medical bills into manageable chunks, providers reduce friction at the point of payment—and increase their chances of getting paid, in full and on time. More importantly, they meet patients where they are.
At CSG Forte, we’ve made installment flexibility a core part of our payments solutions. It’s one of the features that sets us apart—along with 99.99% uptime reliability, robust authentication rates and a network of over 20 top-tier processing partners. Our goal isn’t just to process payments. It’s to help healthcare organizations improve the entire patient financial experience, from the first invoice to the last payment.
Read on to explore why installment payments are becoming a must-have—and how providers can implement them without adding operational complexity.
Healthcare costs in the U.S. have been climbing for years—but the way we pay for care hasn’t kept pace with patient needs. With the rise of high-deductible health plans, even insured patients are routinely hit with four-figure bills. That financial pressure is changing expectations.
Patients today expect the same flexibility from their healthcare providers that they get from retailers and utility companies. According to a 2023 report from PYMNTS and Experian Health, 61% of consumers would switch healthcare providers to one that offers more appealing payment experiences—and installment plans top the list of features they want.
For many patients, installment payments aren’t just a nice-to-have—they’re the only way to move forward with care. Offering a “pay later” option can mean the difference between a patient booking a follow-up or delaying treatment altogether. This is especially true for younger generations. Millennials and Gen Z, who are now the largest segments of the workforce, are more likely to expect digital-first, financially flexible payment experiences—and less likely to tolerate rigid systems.
At the same time, providers are navigating new pressures of their own. Offering installment payments is a practical way to reduce the number of bills that go unpaid or get sent to collections. It also sends a clear message to patients: we’re working with you, not against you.
CSG Forte Checkout is designed to meet this moment. By integrating customizable payment plans into your payment process, you can accommodate a wider range of patient financial situations without sacrificing control or compliance. Installments help reduce friction, build trustand ultimately boost retention.
And in a world where care quality is often judged as much by the billing experience as by clinical outcomes, that matters more than ever.
How Offering Installments Helps Providers Get Paid Faster and More Reliably
In healthcare, delayed payments don’t just affect the finance team—they affect the entire organization. Revenue that doesn’t come in on time puts pressure on staff, interrupts cash flow and can even hinder a provider’s ability to expand services or invest in new technology.
Offering installment payments helps solve this problem. By making bills more manageable for patients, providers increase the likelihood of on-time—and in-full—payments. That means fewer accounts sent to collections, less staff time spent chasing balances and more predictable revenue.
At CSG Forte, we’ve designed our payment solutions to turn flexibility into a financial advantage. Our platform supports installment options that are easy to set up, automate and track, so providers don’t have to worry about losing control over the billing cycle. And with 99.99% uptime reliability, your systems are always ready to take payments—day or night.
Benefits of Offering Installment Payments with CSG Forte:
Faster payment cycles: Less friction means patients pay sooner.
Higher collection rates: Smaller, automated payments are easier to manage.
Improved patient experience: Reduces stress and builds loyalty.
Lower administrative burden: Fewer follow-ups, less manual processing.
Better forecasting: More consistent cash flow makes planning easier.
Beyond the technology, Forte’s white-glove service ensures that implementation is seamless and support is ongoing. Whether you’re a large health system or a mid-size practice, we work with you to make payment flexibility a sustainable part of your operations.
And as industry consolidation and competition ramp up, providers who offer a smoother, more empathetic payment experience will have a clear edge. Today’s patients aren’t just choosing where to get care—they’re choosing how they want to be treated after the visit ends.
Operational Simplicity: Integrating Installments into Your Existing Systems
Healthcare organizations often hesitate to add new billing features out of concern for operational disruption—but offering installment payments doesn’t have to mean overhauling your tech stack. With the right partner, it can be fast, flexible, and seamless.
Forte’s installment capabilities are built to plug into your existing workflows with minimal friction. That’s possible because of our strength across gateway orchestration and payment processing. We’ve built a robust network that connects to more than 20 top-tier processors, allowing you to route transactions intelligently, maximize uptime, and avoid vendor lock-in. This flexibility is a major differentiator, especially in an industry where every second of system downtime can delay revenue collection.
Our gateway’s uptime (99.99%) ensures that your payment infrastructure is always ready—no matter the day or hour. Whether patients are making payments at the front desk, online, or via mobile devices, Forte ensures the transaction is processed quickly and securely.
CSG Forte is more than just a plug-and-play solution; it becomes an extension of your team. Our implementation specialists and account support ensure your system is tailored to your specific needs and optimized from day one.
When payment technology aligns with your workflows instead of interrupting them, everybody wins—especially your patients and your bottom line.
Security, Compliance and Trust—Backed by Forte Reliability
When healthcare providers introduce new payment options like installments, they’re not just adjusting how revenue comes in—they’re also taking on new responsibilities around data security, fraud prevention and regulatory compliance. Patients are entrusting you with both their health and their financial information. You need a payments partner that takes that responsibility as seriously as you do.
Forte’s infrastructure is built for that trust. Our payment authentication rates exceed 90%, helping to ensure that transactions are secure from the moment they’re initiated. We’re compliant with all major industry standards, including PCI DSS and HIPAA, and we provide detailed audit trails for every transaction. That means peace of mind for both your finance team and your compliance officers.
Security isn’t just a back-end concern—it directly impacts patient confidence. According to the 2024 Healthcare Consumer Payment Survey, nearly 70% of younger patients say they are more likely to complete a digital payment if the process feels secure and professional. That trust translates to better payment rates, fewer abandoned transactions and a stronger relationship with your patient base.
Just as important: Forte’s platform is built with resiliency at its core. We ensure that patients can pay whenever it’s convenient for them—whether that’s during lunch, after work or in the middle of the night. No downtime means no revenue gaps. Our real-time alerts and transparent reporting also give you visibility into every dollar moving through your operations.
Ready to empower your patients—and your bottom line? Forte’s installment-ready payment solutions gives providers the tools to offer smarter payment options without compromising on compliance, security, or service. Whether you’re part of a growing health system or a regional clinic looking to modernize, we’ll help you move fast, stay safe, and keep your revenue flowing.
Let’s talk about what that could look like for your organization. Schedule a conversation with our payments experts today.
Real-Time Payments: How Can Your Businesses Use Them?
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Although traditional payment options are still around, consumers and businesses want improved payment methods to send and receive money faster. Real-time payments are a popular solution that have been available to consumers for nearly a decade, offering payments that are transferred and settled almost instantly. Since the real-time payment network is expected to grow domestically and internationally, businesses must understand what it is and how to leverage it to improve operations. Explore our guide for everything you need to know about real-time payments.
What Are Real-Time Payments?
A real-time payment is a near-instantaneous payment between two parties. Its name comes from the fact that initiating, clearing and settling a payment occurs in real time, taking only a matter of seconds to complete.
All real-time payments follow International Organization for Standardization (ISO) 20022, a global financial messaging and payment systems standard. Its consistent, data-rich messaging format allows real-time payments to process quickly, which reduces errors, prevents processing delays and enhances security.
Real-time transfers operate on an open-loop system, meaning payments are withdrawn from the payer’s account directly instead of relying on a prepaid balance.
The real-time payments rail is the network that makes these payments possible. The network processes orders all day, every day, year-round, so you can send and receive real-time payments at any time.
Faster Payments vs. Real-Time Payments
Though faster and real-time payments seem similar, these terms are distinct with key differences. Real-time payments are a form of faster payments, but not all faster payments are real-time payments.
Faster payment solutions are options that use an accelerated payment rail to post payments quicker than traditional payment rails but are not instantaneous. They are faster because they message transactions quickly but do not settle them in real time.
Examples of faster payments include:
Same-day ACH payments by the National Automated Clearing House Association (Nacha)
Peer-to-peer (P2P) payment apps like PayPal, Venmo and Zelle
Debit push payments like those by Mastercard and Visa
Real-time payments are posted and settled in real time, so the payee can receive money almost instantly. Examples of real-time payments include the RTP network and FedNow.
Benefits of a Real-Time Transfer
Real-time payments offer several advantages, including:
Almost instantaneous credit: Real-time payments are one of the fastest options available, with payments received and settled almost instantly. The real-time payment network is also available outside standard business hours and on weekends and holidays. People and businesses can send payments anytime and receive money right away without waiting for the money to be credited to the account.
Better liquidity management: For businesses, near-instant payments support their cash flow. Instead of funds locked in processing between accounts, funds are credited to the receiving account immediately. This factor is especially beneficial for small businesses with a smaller cash flow.
Cost savings: Real-time transfers save businesses money because this method is more cost-effective than traditional payment options. Printing and mailing a paper check takes more time and risks printing errors that delay payment. Transactions that fail to post and need to be fixed manually can become costly. The real-time transfer network eliminates these drawbacks.
Improved communication: With traditional payment methods, communication flows in one direction—from payer to payee—and any further communication about the payment has to happen outside the platform. As a result, issues with the payment can take longer to resolve. Real-time transfers allow both payer and payee to communicate, and quick payments improve payment efficiency.
Irrefutable payments: Real-time payments are irrefutable or irrevocable. Once the payer sends money, they cannot take it back or reclaim it. This factor is important in business because they can send and receive payments on delivery of a product or service. Instant payments also make it more difficult for parties in a contract to go back on the agreed terms.
Merchants Using Real-Time Payments
In the business-to-business (B2B) market, banks, merchants and companies across industries recognize these benefits of real-time transfers. Customer demand for real-time payments has increased, and governments around the world support this payment solution. As a result, more and more businesses are using this network for their payments.
In 2024, the U.S. real-time payments market saw significant growth, with the RTP network experiencing a surge in both volume and value. Specifically, the RTP network logged 343 million transactions valued at $246 billion. The Federal Reserve’s FedNow Service also contributed to this growth, with 1.5 million settled payments in 2024, according to American Banker.
The retail and e-commerce industry accounted for 30% of global revenue from real-time payments in 2024, the biggest share of any market. The desire for quick payment settlements from merchants and the growth of mobile-based shopping have contributed to this growth. Banking, financial services and insurance will likely increase their share in the coming years as they work to adopt real-time transfer options for their customers.
How Businesses Use the Real-Time Network
As real-time payment adoption has increased, businesses have found ways to take advantage of the network for B2B transactions. P2P payment apps are integrated with the real-time payment network to make transfers nearly instantaneous. Companies can use this network on P2P apps to make B2B payments, which is easier and quicker than manual processes.
Given that real-time payments are increasingly adopted by businesses and expected by consumers, this payment method will continue to improve and become the norm for digital payments. In the U.S., the RTP network—and FedNow soon—will encourage developments in real-time payments and support more users and transactions.
As more companies and people use the real-time payment network, security will become increasingly important. Financial technology is a popular target for hackers, but appropriate safeguards can keep payments secure. Fraud detection software like behavioral analytics and machine learning identify fraudulent transactions. Some governments have mandated or are considering legislation for real-time payment security.
As the use of real-time payments becomes more popular, traditional payment methods like paper checks have decreased. Checks are common in B2B transactions, but their processing costs and timeline are prompting more companies to consider electronic payments. In consumer transactions, the use of paper checks has been diminishing for decades.
Choose the Real-Time Payments Platform From CSG Forte
Manage your company’s payments with CSG Forte’s cloud-based payments platform. You can unify all your company’s transactions onto one platform and use APIs to integrate its functionalities with your platforms. As a result, you can manage your entire transaction life cycle with:
Simplified payment operations by managing transactions and disputes
Informed customer insights backed by data
Enhanced reporting and analytics
Reduced payment platforms and logins
With Forte, you’ll have more time to spend on your business because our platform will monitor and manage your payment data for you. See how our platform works by scheduling a demo with our team. Sign up today for your payment platform solution.
Understanding Electronic Bill Payments: A Comprehensive Guide for Governments
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Government entities are entrusted with the responsibility of managing taxpayer money wisely, so any investment in new technology must demonstrate a clear value proposition. Electronic bill payments offer a modern solution that can streamline operations, enhance efficiency and save money. By adopting digital payment methods, governments can improve the way they collect revenue, reduce manual handling and paperwork and provide a convenient and accessible way for residents and businesses to pay their bills.
But many government entities and departments remain largely reliant on outdated payment methods, such as mailing and processing paper checks, accepting in-person payments and conducting phone transactions—all of which are inefficient and inconvenient. And while up-front investments in expensive tools, like an online payments platform, must be carefully considered, keeping the status quo could be even more costly: According to recent data, government employees spend 10 to 20 hours per week fielding payment-related calls—that’s valuable employee time that could be spent on more complex, meaningful tasks.
Not only that, but without a robust digital payment infrastructure, governments risk missing out on collecting revenue altogether, or may experience collection delays. So, while the up-front investment in a digital payments platform can seem hefty, adopting electronic bill payments streamlines the way government agencies operate, making the process smoother and more efficient for constituents and employees while also saving money.
What Are Electronic Bill Payments?
Electronic bill payments involve transferring funds or exchanging money through digital channels, eliminating the need for physical methods like cash or checks. These transactions are facilitated by electronic systems that require collaboration between banks, financial institutions, payment processors and digital platforms.
Completing an electronic bill payment transaction typically involves several steps. After receiving the bill, the customer initiates the payment by providing the necessary payment information, such as bank account details, credit card number or digital wallet credentials. The payment gateway then verifies these details, checking for available funds and other authorization factors. Once the payment is authorized, the payment processor orchestrates the transfer of funds between the payer’s and payee’s accounts. Finally, both the payer and the payee receive a notification or receipt confirming the successful completion of the transaction.
Electronic bill payments offer numerous advantages over traditional payment methods. They are faster, more secure and cost-effective, making them an attractive option for both consumers and businesses. For government agencies, adopting electronic bill payments can lead to increased efficiency in processing payments, reduced manual handling and paperwork and improved cash flow management, plus ease of reconciliation and auditing, which improves visibility and makes transparency much easier to achieve. Additionally, electronic bill payments provide a convenient and accessible way for residents and businesses to pay their bills, which can help reduce late payments and improve overall satisfaction with government services.
By leveraging digital channels and secure systems, electronic payments streamline collections and offer a convenient alternative to traditional payment methods. As we move forward, it’s essential for government agencies to embrace these technologies to enhance their operations and better serve their constituents, who are largely accustomed to paying online—and want to be able to do more of it, In fact, 93% of consumers believe “all governments, including municipal governments,” should offer a digital payment option for constituents, according to data from PayPal/Logica Research.
Why Electronic Bill Payments Are Essential for Governments
Increased efficiency in processing payments: Electronic bill payments streamline the payment process, reducing the need for manual handling and paperwork. This leads to faster processing times and fewer errors, allowing government agencies to allocate resources more effectively and focus on other critical tasks.
Convenience for residents and businesses: Electronic bill payments provide a convenient and accessible way for residents and businesses to pay their bills. They can make payments anytime and anywhere, using various digital channels such as online portals, mobile-friendly pages and automated phone systems. This flexibility helps reduce late payments and improves overall satisfaction with government services.
Improved cash flow management for government authorities: By adopting electronic bill payments, government authorities can benefit from faster payment processing and more predictable cash flow. This enables better financial planning and management, ensuring that funds are available when needed for essential services and projects.
Introducing CSG Forte BillPay
With decades of experience in the industry, CSG Forte knows payments. Our comprehensive BillPay platform is designed to streamline and enhance the payment process, focusing on efficiency, security and user experience.
CSG Forte BillPay offers a range of features that can be configured to cater to each customer’s unique needs and is scalable as your company grows. Here are some of the standout features that make CSG Forte BillPay a game-changer for government payment systems.
Flexible payment options:CSG Forte BillPay supports a variety of payment methods, including online, in-person, over the phone, text-to-pay and via digital wallets. This flexibility ensures that constituents can choose the payment method that best suits their needs, leading to higher satisfaction and on-time payments.
Recurring payments: Our platform allows for easy scheduling and maintenance of recurring payments. This feature is particularly beneficial for offices that handle regular payments, such as taxes, utility bills and licensing fees. By automating these payments, agencies can reduce administrative burdens and improve cash flow.
Bill presentment: CSG Forte BillPay offers digital invoice access and a guest checkout option, making it easy for constituents to view and pay their bills online. The platform supports custom file formats and easy user interface (UI) customization, ensuring that the bill presentment process aligns with the agency’s branding and operational needs.
Fast and flexible integration: The platform is designed for quick and seamless integration with existing systems. With support for custom file formats and easy UI customization, government agencies can implement CSG Forte BillPay without significant disruptions to their current operations.
Enhanced security and compliance: BillPay prioritizes security and compliance, offering features such as account ownership verification, fraud prevention tools and secure point-of-sale (POS) devices. These measures help protect sensitive information and ensure that government agencies remain compliant with industry standards and regulations.
Centralized payments hub: The platform provides a centralized hub for managing all payment operations, including reconciliation, reporting and chargeback management. This centralization simplifies administrative tasks and reduces the risk of errors, allowing government agencies to focus on their core responsibilities.
CSG Forte’s comprehensive payment solutions extend beyond just streamlining bill payments. Our decades of experience in processing millions of transactions and managing billions of dollars in payments allows our team to offer reliable and scalable solutions for government agencies, ensuring adaptability to changing needs while maintaining cost efficiency. Here are some of Forte’s key features:
Seamless integration with government platforms: Easily manage payments collected through CSG Forte’s flagship programs. The integration capabilities reduce manual processes and errors, providing a seamless experience for both the agency and the residents.
Comprehensive payment solutions: Accept Automatic Clearing Housing (ACH) payments, debit and credit cards, digital wallet payments and in-person cards through our point-of-sale (POS) devices. This flexibility allows government agencies to offer constituents multiple convenient payment options, enhancing overall efficiency and satisfaction.
Proven reliability and scalability: We process more than 214 million transactions annually and manage $98 billion-plus in payments for more than 130,000 merchants across various industries, including government. This experience and capacity allow CSG Forte to scale alongside government agencies, adapting to their changing needs while reducing complexity and cutting costs.
How Forte Delivers for the City of Kinston
CSG Forte’s partnership with the city of Kinston, North Carolina, has produced amazing results for the municipality. City leadership wanted to offer residents electronic payment options for utility bills, civil service fees, recreational activities and other city services. After integrating electronic payment processing options, Kinston saw 41% year-over-year growth in the number of transactions processed. The city also received positive feedback from residents who appreciated the ease of making payments through the online portal.
How did Forte produce such dramatic results? Our development team created programming to bridge the gap between Kinston’s enterprise resource planning system and its payment interface. CSG Forte’s Secure Web Pay (SWP) Checkout tool now redirects payers from the city’s website to a secure third-party webpage to complete their transactions, allowing the city to begin accepting online card and eCheck payments without spending money or committing technical resources to developing their own webpage to process payments.
CSG Forte also launched an online and interactive voice response (IVR) utilities billing solution for Kinston using a convenience fee model and provided comprehensive technical support following implementation. By processing more payments electronically, Kinston staff now handle less cash and fewer checks, reducing bank fees and saving time.
As you can see, adopting electronic bill payments is a game-changer for government agencies. By streamlining the payment process, governments can boost efficiency, cut down on manual handling and paperwork and improve cash flow management. This not only saves valuable employee time but also makes life easier for constituents who expect to be able to pay their bills conveniently and securely through their preferred digital channels. And while the upfront investment in a digital payments platform might seem significant, the long-term savings and improved operational efficiency make it a smart move.
To learn more about how CSG Forte BillPay can help your government agency transition to electronic bill payments, download our government-specific eBook or sign up for a demo to learn more about CSG Forte’s comprehensive features designed to cater to your unique needs.
What Should Government Agencies Require from Their Electronic Payments Provider?
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Government agencies face both significant challenges and exciting opportunities in payment processing. Traditional methods of handling payments, including in person and by calling the agency, are increasingly considered inefficient by constituents used to myriad online payment options for most private-market transactions. Not only do processing payments through traditional methods cost more—as much as $20 per transaction compared to about 30 cents per digital transaction—they’re also prone to errors.
Processing payments manually is incredibly labor intensive. In fact, nearly four out of 10 respondents to one survey of government agencies reported their staff members spent between 10 and 20 hours per week taking in-person and phone payments. Local governments, which are typically strapped for cash, stand to lose substantial revenue each year by relying on traditional (antiquated) payment systems.
Digital payments offer numerous benefits, including faster transaction times, increased accuracy, reduced risk of fraud and enhanced resident accessibility. By integrating modern payment solutions, government agencies can improve their operational efficiency while also fostering better constituent relationships through more convenient and secure payment options.
As we delve into the features government agencies should look for in an electronic payments provider, it’s crucial to understand the significant positive impact these digital solutions can have on both operational costs and overall revenue management. Read on to learn more.
Improved Security and Compliance
Security and compliance are paramount for government agencies that want to handle electronic payments. CSG Forte offers robust security measures to ensure that sensitive information is always protected. For example, CSG Forte’s BillPay offers:
Level 1 PCI compliance: Earning Payment Card Industry (PCI) Data Security Standard (DSS) certification is the highest level of security standard for payment processors, ensuring that all transactions are handled with the utmost care and protection.
End-to-end encryption: This technology safeguards data by encrypting it during transmission, making it virtually impossible for unauthorized parties to access or misuse the data.
Data tokenization: This process replaces sensitive information with unique tokens, further enhancing the data security.
Government agencies must be equipped and able to serve a vast range of constituents—from the most technologically-savvy users to individuals who don’t own and barely use a computer. That is why creating an accessible, user-friendly payment interface is essential for government agencies. CSG Forte BillPay offers an intuitive and easy-to-navigate platform that enhances the user experience for both residents and government agencies.
The Forte interface is designed to simplify the payment process, making it accessible to users of all technical levels. Residents can easily make payments online, and government employees can efficiently track and manage transactions, reducing the time they spend taking payments over the phone and increasing their time availability for completing more important tasks that require human intervention.
Seamless Integration with Existing Systems
One of the key advantages CSG Forte BillPay offers is its ability to seamlessly integrate with existing government platforms. This ensures that agencies can continue to use their current systems while benefiting from the enhanced BillPay features and capabilities.
By reducing manual processes and minimizing errors, BillPay helps streamline operations and improve efficiency. This means government agencies and their employees can focus more on serving their constituents and less on managing payment processes.
Customer Service and Support
CSG Forte is committed to providing exceptional customer service and support to government agencies. Their dedicated support teams are available to assist with any issues or questions that may arise, ensuring a smooth and efficient payment processing experience.
Having access to dedicated support teams means that government agencies can rely on expert assistance whenever needed. This support helps to minimize downtime and ensures that any technical issues are resolved promptly.
By choosing CSG Forte, government agencies can benefit from reliable and responsive customer service, enhancing their overall payment processing experience.
Get Started Today
While government agencies must take care to wisely spend taxpayer dollars, adopting and onboarding CSG Forte BillPay is a straightforward process. The easily implemented system provides a wealth of resources to assist agencies during the implementation process, ensuring a smooth transition and successful integration.
And even after the payment platform is live, your agency staff doesn’t have to navigate it alone: In addition to CSG Forte’s helpful customer service, we also offer relevant internal resources and guides to help navigate BillPay setup and customization. These resources are designed to provide comprehensive support and address any questions or concerns that may arise during the implementation phase.
One of the most pressing issues that government agencies face is the need to provide constituents with a convenient and efficient way to manage payments and billing information. CSG Forte BillPay addresses this problem by offering a digital portal where constituents can easily access one-time or recurring payment pages. This portal allows users to check amounts, payment dates and manage their payment options with ease. By utilizing this feature, agencies can significantly reduce the administrative burden on their staff and provide a seamless payment experience for the public.
From improved security and compliance to a user-friendly interface and seamless integration with existing systems, CSG Forte BillPay provides a comprehensive solution that meets the needs of modern government agencies. By adopting CSG Forte BillPay to take advantage of these benefits and improve their overall payment processing experience, agencies will be able to streamline their operations, reduce costs and provide a better experience for their constituents.
To learn more about how CSG Forte BillPay can help your government agency transition to electronic bill payments, download our government-specific eBook or request a demo to explore our comprehensive features designed to cater to your unique needs.
A Guide to Avoiding Payment Reversals
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It doesn’t matter whether you’re a scrappy startup or a legacy enterprise: Payment reversals are a challenge for organizations of all sizes. So much so, in fact, that many companies even allocate a portion of their monthly budget to payment reversals. And it’s no wonder why: Not only are chargebacks a frustrating part of doing business—they’re expensive. The 238 million chargebacks recorded in 2023 cost an average of $165 each, according to recent data. And, unfortunately, depending on your organization’s services or products, you may have a higher likelihood of experiencing payment reversals.
The good news is that avoiding payment reversals is possible. This guide explores all aspects of payment reversal and solutions your organization can implement to minimize your risk.
Payment Reversals: What Are They and Why Do They Happen?
While a payment reversal can happen for a few reasons, a request by the cardholder is the action that initiates any chargeback from an issuing bank, acquiring bank, merchant or card network. Payment reversals on credit cards are not uncommon. Some reasons why payment reversal happens include:
Unmet expectations: If consumers feel the product or service doesn’t match what they paid for or expected based on the description, they can submit a payment reversal request.
Customer-initiated issues: Consumers may change their minds after purchase and no longer want to leverage the products or services.
Fraudulent reasons: A consumer may reverse a payment in an attempt to make a fraudulent transaction, this is known as friendly fraud or first-party fraud.
Incorrect charges: A payment reversal may occur as a response to the wrong amount of money being taken from the cardholder’s account.
Missing information or duplicate transactions: If information is missing or incorrect in any of the many information categories required for a transaction, the charges may be reversed. Reversals may also be necessary in the event of duplicate transactions.
Stock issues: In e-commerce transactions, items may sell out before they are delivered—so the consumer may need a refund for the unavailable products.
All payment reversals should be a concern for your organization and an opportunity to explore ways to optimize your processes. Payment reversals may indicate:
Operational failings
Product or service issues
Inadequate safeguarding against fraud
Payment reversals go beyond the financial implications of your organization needing to return funds and pay associated fees. Depending on the reasons for the reversal, your business could face reputational harm and lose customer loyalty.
Types of Payment Reversals
There are three main categories of payment reversals: authorization reversals, refund reversals and chargeback reversals.
1. Authorization Reversal
Authorization reversal is reversing a payment before it has been fully completed. The Automated Clearing House (ACH) network is often slower to authorize than credit card networks, so pre-authorized transactions are conventional.
Authorization reversals can happen in various scenarios, including a merchant spotting a mistake in the amount keyed in or the consumer wanting to change cards or payment methods. Depending on the payment software you use, there is usually a way to stop the transaction from happening. The stop communicates to the issuing bank to reverse the authorized transaction.
In other instances, you may require the customer to pay a pre-authorized amount before they use or consume a product or service. For example, a hotel may ask for a deposit on a room before accepting a reservation. This pre-authorized payment is also known as a security payment. If the consumer does not spend the authorized amount, you must fully or partially refund them.
Remember that the longer the authorization takes, the more complex the reversal becomes. As the transaction clears through the payment process from the issuing bank to the card network and the acquiring bank, reversal fees become more expensive and complicated. Ideally, you want the funds to stay in the customer’s account when processing reversals so you can avoid interchange fees. This is generally referred to as voiding the transaction.
Rapid authorization reversals are cost-effective and fast. Reversals can happen before consumers even know, making this approach the most convenient and customer-centric way to cancel payments. Quick reversals also mean you won’t have to account for the arrival of a payment and return of funds on your balance sheet—something that’s particularly helpful when you process high volumes of transactions for your business.
Pre-authorized funds may take days to transfer from the customer’s account to your bank account. This delay occurs because the customer’s bank needs to authorize the transaction and specify the funds for the payment. The wait provides a window of opportunity to stop a transaction before money leaves the bank account.
2. Refund Reversal
Refund reversals are for payments where transactions have already been completed. Refunds often occur because consumers are unsatisfied with a product or service. If the opportunity has passed for an authorization reversal, a refund reversal is your next best option as an organization.
Instead of canceling a transaction, you pay the transaction in reverse. The acquiring bank is now paying the consumer or cardholder in a separate transaction. That means a refund is not a neutral agreement. You will have to pay transaction fees and lose the sale for services rendered or products sold. Still, a refund is preferable over a customer contacting their bank to get their money back.
3. Friendly Fraud
Friendly fraud, also known as first-party fraud, occurs when a customer willingly makes a false claim to reverse a payment. It can be particularly challenging for businesses, as it often involves legitimate transactions that are later disputed by the customer. To combat chargebacks resulting from friendly fraud, businesses must keep detailed records of all transactions, including receipts, communication logs and any other relevant documentation. Having a robust platform like Dex that makes these records visible and easy to manage can significantly improve your chances of winning claims against friendly fraud. Dex’s user-friendly interface and comprehensive record-keeping capabilities ensure that you have all the necessary evidence at your fingertips, making the difference between losing or winning claims.
4. Chargeback Reversal
Chargeback reversals are the worst-case scenario for your business. These reversals involve a customer contacting their bank to file a dispute against the transaction. A consumer may file a dispute if they believe fraud has occurred or if they never received an item or service they paid for.
Chargebacks are more than an inconvenience for your business. These reversals incur in additional chargeback fees and penalties from card networks.
You can dispute chargeback requests if you provide evidence that the consumer is wrong. A dispute can take weeks or months and cause a substantial administrative burden for your team. Even if you win the dispute, if you receive high rates of chargebacks, your organization may be flagged by card networks , leading to stricter security thresholds.
When a chargeback reversal occurs, your organization can face a range of challenges:
Paying for shipping fees if you’re selling products or goods
Recovering or forfeiting items sold or services rendered
Submitting a claim and disputing the chargeback reversal
Chargeback reversal can also leave you with revenue loss and transaction fees associated with fraudulent payments. Excessive chargeback reversals may lead to reputational damage and card networks suspending your ability to transact.
The best way to combat chargeback reversals is to identify fraudulent transactions proactively. Internal system checks will help you reduce the number of chargebacks and help you easily distinguish between legitimate and unauthorized transactions.
How to Minimize Payment Reversals
Your organization will face payment reversals from time to time. You can and should take steps to minimize refunds and optimize your processes to mitigate the risks when they do happen. Some ways you can prevent payment reversals include:
Making payments secure: Use additional payment security measures like two-step authentication and tokenization to reduce the risk of fraudulent transactions.
Being vigilant: Authorization reversals are often due to human error, like a staff member typing in the incorrect amount. Encourage your employees to be attentive while processing payments, explaining the cost and implications of reversals, refunds and disputes.
Leveraging automation and technology: Implement an innovative payment processing platform that manages all your payments in one easy, user-friendly interface. CSG Forte verifies transactions, helps you make payments secure, and streamlines recurring and ad hoc payments. The cloud-based platform will support your employees, minimize admin and help you provide first-rate payment experiences for customers.
Reversal vs. Refund
An essential difference between reversals and refunds is what happens to the funds. During the former, payment reverses, meaning the bank or payment processor cancels the transaction—the funds aren’t transferred from the customer’s account into your account. A refund means that after a transaction is completed, you need to refund the amount and pay it back to the consumer, incurring transaction interchange fees.
Example of a Reversal Transaction
In the context of e-commerce, one example of a reversal transaction is a consumer wanting to purchase running shoes online. The consumer attempts to buy running shoes and, during the transaction, receives notice that the shoes are no longer available in the correct size. While the payment is pending, the consumer cancels the transaction. No funds are transferred from the cardholder’s account to yours, meaning no fees are incurred during reversal.
What Happens After a Purchase Refund?
After a purchase refund, the business returns funds to the consumer’s bank account. It is an entirely separate transaction from the original payment. The amount is the same, but the business must pay transactional and processing fees, and standard settlement time applies.
Reasons Companies May Reverse a Payment
A company might reverse payment if:
A customer is trying to commit a fraudulent transaction
An item or product is sold out before delivery can occur
A consumer changes their mind after ordering a product
Verify Payments With CSG Forte
Scale your business and provide frictionless customer payment experiences with CSG Forte’s award-winning payment solutions.
One of the add-on services that organizations leverage to verify payments is Validate. With Validate or Validate+, your organization can process ACH payments with confidence. Both solutions use an innovative ACH database with hundreds of thousands of millions of records, ensuring funds are in good standing. Validate provides:
Updated data sources
Instant, actionable responses on each transaction
Extensive routing and bank account (DDA) validation over multiple data sources
100% real-time reporting for invalid transaction routing numbers and check totals
With Validate, your organization can proactively minimize and simplify payment reversals to save money and provide customers with seamless payment experiences.
CSG Forte Will Streamline and Verify Your Payments
Our company delivers innovative end-to-end payment solutions for businesses of all sizes. Our full-service payment processing, customizable platform and enhanced security and compliance management, CSG Forte will help you optimize revenue and streamline payment processes with our quick, easy integrations.
