Questions?
Payment & Fees
Do customers pay directly to me or you collect payment on my behalf?
We do not collect payments on your behalf. Restaurants will have to collect the payment from customers. If customers choose to pay online first with their credit cards, their payment can be processed online by your existing merchant account payment provider.
How do customers pay for their online orders?
Customer can pay
1. by Cash at time of Pickup or Delivery
2. by Credit Card at time of Pickup or Delivery
3. Pay Online directly to your existing merchant payment provider
You can choose the payment methods and we will set it up for you.
What are the benefits of using online payment processors?
1. Eliminate the need to manually enter credit card info / avoid typo error on POS Terminal.
2. Automatically processed, instant approval / declined.
3. Fast transaction speed.
4. Low risk of theft, no exposing customer full credit data on fax / print out.
5. Lower chance of no show order.
Do I need to sign up a new merchant account to use online payment processor?
If you are already accepting credit card payments at the restaurant, please ask your merchant service provider to setup a payment gateway for you to take payment online. We only need the setting keys to help you start receiving payment online through your payment processor.
We can integrate with over 70 payment gateways so you can use your existing merchant account to process credit cards. If you have a processor that does not integrate, we will set you up with an online processor such as Stripe, Square, or Braintree to process CCs in real time.
How do I set up an online payment processor?
1. Tell us which payment processor the restaurant is using.
2. Depending on the processor used, we will require restaurant to provide us the info needed in order to proceed with the integration setup (e.g. Merchant ID / API ID, some transactions keys).
** Please login to your payment process account to find this info, or ask your payment processor directly if you are not sure how.
3. Upon receiving the info, we will go ahead with the integration and run some tests before going live.
What if the payment provider is not on the list?
Most merchant account providers can work with one of the above gateways. For example, if they are on TSYS they can use TransFirst. Or if they use Bank of America, they can use Authorize.net. Most merchant account providers can work with one of the gateways listed.
Do you charge additional fee for payment integration?
We do not charge a setup fee or anything extra to integrate with your payment gateway. However, your merchant account provider may charge an extra fee for certain payment gateways, so you will need to talk with your merchant account rep regarding the fees. This is not part of the process that we can manage.
How long does it take to get setup?
Anywhere from instantly to a couple of days depending on your merchant account provider. Some give the necessary access in the online account, while others require the owner to fill out a form to enable it on the merchant account. Once you obtain the necessary information, all we need to do is enter the few pieces of information into your account in our system.
Is it easy for my customers to make online payment?
Yes! The customers will just see a typical credit card form on checkout and the credit card information is sent securely to your merchant provider for processing in real time.
What if the credit card transaction is declined?
If the credit card is declined, customer will be prompted for invalid card or transaction declined. They can try to use another card, but otherwise the order will not go through for declined transaction.
What happens if the restaurant did not fulfill the order, how can the customer get refund?
Restaurant needs to confirm with Food App Fast or by logging into their admin screen that the order has been cancelled before issuing refund.
Food App Fast can issue a refund from the console, as can the owner with admin access, there is no need for the restaurant to login to the merchant account to process refund. However, Food App Fast is not able to process partial refund (for example for missing items), customer has to contact the restaurant directly to request partial refund.
Is it PCI compliant?
Yes! Our solution uses a PCI Level 1 Service Provider, the highest level of PCI DSS certification. So the entire transaction is PCI compliant.
If I don’t want to use online payment processor, can I receive customer’s credit card payment info to process payment at the store?
All orders must be processed in real time.
Can I charge customers for credit card processing fee?
Yes, you can set a fixed fee or a percentage for any order to be paid by Credit Card.
Can I set different Delivery Fees for different zones?
Yes.
Can I set minimum order total differently for pickup and delivery orders?
Yes, we can set it for you.
When do I receive my invoice?
Invoice of previous month’s orders is sent on the 1st of the month. Billing happens to a card held on file on the 5th of the month. You have a 5 day window to update your CC info on file to keep your account current.
How do I receive my invoice?
We can send you the invoice by Fax, Email, and SMS.
How do you calculate the commission fee?
We charge based on Food Grand Total.
Can I pass the service fee onto my customers?
Yes, you can add a “convenience fee or online order fee” (or whatever you’d like to call it) of any percentage or dollar amount onto your orders to offset the service fees we charge you.
How do I make payment for the invoice?
Please contact us by email or phone: hello@foodappfast.com or 208-255-9648. We’ll take your CC info down and keep it in a secure offline location. Once auto payment is setup, you will still receive invoice and payment will be processed on the 5th of the month.
What are the Invoice payment methods?
We invoice a CC card kept on file.
Is there a way to check my recent invoice and payment history?
Yes, you can access all of that within the order manager app.
Where can I update the restaurant sales tax rate?
You can inform us the correct tax rate and we will update it for you. Alternately, log in to your admin system, navigate to Restaurant Manager - Restaurant Locations - and click “change this” next to the tax rate listed for that location.