Update Payment Methods (Operator View)

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When to use this workflow

• A customer’s credit card expired and you need to update it on file
• You need to add a bank account for ACH payments
• A customer wants to set up automatic recurring payments and needs your help
• A payment method failed and you’re troubleshooting the next payment attempt
• You need to set a primary payment method for a customer with multiple cards on file

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Prerequisites

• You must have Accounting or Admin permissions to edit payment methods
• The customer account must be active
• Payment processor credentials (Stripe, bank routing info) must be configured in your entity settings

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Manage payment methods on a customer account

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Step 1: Open the customer account

1. Click Accounts in the main navigation.
2. Search for and click the customer name.
3. Click the Payments tab.

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Step 2: Add a new payment method

Add a credit card:

1. In the Payment Methods section, click Add Payment Method or Add Card.
2. Enter the card details:
   • Card number (16 digits)
   • Expiration date (MM/YY)
   • CVV (3-4 digit security code)
   • Cardholder name
   • Billing zip code
3. Check Set as primary if this should be the default payment method.
4. Click Add Card.

Expected result: The card is tokenized (not stored in full) by your payment processor. Only the last 4 digits are visible in Arcus.

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Add a bank account (for ACH payments):

1. In the Payment Methods section, click Add Payment Method > Bank Account.
2. Enter the bank details:
   • Account holder name
   • Bank routing number (9 digits, found on bank website)
   • Account number
   • Account type (Checking or Savings)
3. Check Set as primary if this should be the default payment method.
4. Click Add Account.
5. Your bank will send two micro-deposits to verify the account. Ask the customer to confirm the amounts.

Expected result: The bank account is added and marked as Pending Verification until the customer confirms the micro-deposits.

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Step 3: Edit an existing payment method

1. In the Payment Methods section, find the payment method.
2. Click the Edit icon (pencil).
3. Update the details (expiration date, billing address, etc.).
4. Click Save.

Note: You cannot edit the card number or bank account number itself. To change the primary account, you must delete the old one and add a new one.

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Step 4: Set a primary payment method

If a customer has multiple payment methods on file:

1. In the Payment Methods section, find the method you want to set as primary.
2. Click Set as Primary button or radio button.
3. This method will be used for all future automatic charges and one-click payments.

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Step 5: Delete or archive a payment method

1. Find the payment method to remove.
2. Click the Delete or Archive icon (trash can).
3. Confirm the deletion.

Expected result: The payment method is removed. Any recurring payments using this method will fail and require a new payment method to be set.

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Automatic payment setup (recurring)

If the customer has recurring charges (subscriptions, payment plans, etc.):

1. Open the customer account.
2. Go to the Payments tab.
3. Look for the Recurring Payments or Subscriptions section.
4. Click Add Recurring Payment if creating a new one, or edit an existing one.
5. Configure:
   • Payment amount
   • Frequency (weekly, bi-weekly, monthly)
   • Start date
   • End date (if applicable)
   • Payment method to use
6. Click Activate.

Expected result: The first payment is charged on the start date. Subsequent payments are charged automatically on the schedule. The customer receives a confirmation email.

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Troubleshooting payment failures

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Payment method declined

Scenario: A payment attempt failed because the card was declined.

1. Open the customer account.
2. Check the Payments tab > Payment History for the failed transaction.
3. Click the failed transaction to see the decline reason.
4. Contact the customer: “Your card was declined. Please provide a new payment method or contact your bank to authorize charges.”
5. Add a new payment method and retry the payment.

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Expired payment method

Scenario: A card on file is expired.

1. In the Payment Methods section, look for a card marked Expired (usually highlighted in red).
2. Edit the card and update the expiration date, OR delete it and ask the customer for a new card.
3. Set the new card as primary.
4. If a payment is due, retry it with the updated payment method.

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Bank account not yet verified

Scenario: An ACH account is pending verification.

1. The system sent micro-deposits (usually <$1 each) to the account.
2. Ask the customer to log into their bank and check the memo line of the deposits for two numbers.
3. Customer provides those numbers to you.
4. In Arcus, click Verify Account and enter the two amounts.
5. The account is now verified and ready for use.

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GL impact

When you add or change a payment method, no GL entry is created immediately. GL entries occur when:

• A payment is charged using the payment method (credit to Cash / Checking account; debit to AR or Expense)
• An ACH bank account is verified (no GL impact, just a status change)

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Tips

• Primary method matters: Always set a primary payment method to avoid confusion during automatic billing cycles.
• Recurring payments are convenient but require monitoring: Check the Payment History regularly to confirm recurring charges are going through.
• PCI compliance: Never ask a customer for their full card number via email or phone. Use the Arcus payment UI or customer portal for security.
• Tokenization: All card numbers are tokenized by your payment processor. Arcus never stores full card data.

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