Payments – Frequently Asked Questions

Modified on Thu, Oct 23 at 11:26 AM

Applies To: Work 365 (Dynamics 365 / Power Platform)
Audience: Billing Teams, Finance Teams, System Administrators

Overview

Work 365 integrates with external payment processors to securely handle transactions, automate collections, and support multiple payment methods. This FAQ explains how payments are managed, which processors and methods are supported, how customers add/update their payment information, and what to do when things fail.

Reference: Work 365 Payments Documentation

Key Concepts

Term	Description
Payment Processor	A secure third-party service (e.g., Authorize.Net, Stripe, GoCardless) that processes customer payments and settles funds to your merchant account.
Merchant Account	Your receiving bank account where the processor deposits collected funds.
Payment Profile	A Work 365 record that links a customer account to a tokenized payment method stored at the processor.
Pay Now	A self-service action on invoices (email/portal) enabling instant payment through your configured processor.

Security note: Work 365 never stores raw card or bank details—only processor tokens (PCI-DSS–aligned).

Frequently Asked Questions

1) How do payment processors work with Work 365?

Work 365 connects to your configured processor. The processor securely stores payment data and executes transactions. Work 365 records the result, applies it to the invoice, and updates payment status.
See also: Creating a Payment Profile in Work 365

2) What payment options can I offer customers?

Availability varies by processor and region:

Credit/Debit Cards: Visa, MasterCard, American Express, etc.
ACH (US) / Direct Debit (UK/EU/AU and supported regions)
(Optional by processor) Wallets (Apple Pay/Google Pay), SEPA, BACS, etc.

Check your chosen processor’s supported methods and regional rules.

3) Which payment processor should I choose?

Consider regions/currencies, fees & settlement times, supported methods, and reliability.

Authorize.Net: Strong US card + ACH coverage
Stripe: Broad international coverage, cards + wallets, some bank debits
GoCardless: Direct Debit specialist (UK/EU/AU/US)

You can run more than one processor in the same environment for multi-region needs.

4) Can I use multiple processors?

Yes. Many organizations configure different processors per region or method (e.g., Stripe for cards globally, GoCardless for Direct Debit in the EU). Select the desired processor in the Payment Profile the contract uses.

5) How do customers add or update payment methods?

Pay Now button on invoice emails/pages (card processors).
Self-Service Portal (when portal payments are enabled for Stripe/GoCardless).
Profile Request: Send a secure link for customers to self-enter details (recommended).
Staff can also enter details (if policy allows), but self-entry reduces compliance exposure.

6) How does Auto-Charge work?

Assign a Payment Profile to the Billing Contract and enable Auto-Charge. When an invoice is generated, Work 365 attempts the charge automatically and records success/failure on the invoice job list.

7) Where does the “Pay Now” button appear?

Invoice emails sent from Work 365 (when a processor that supports hosted payment links is configured).
Self-Service Portal invoice pages (if portal payments are enabled).
Clicking Pay Now opens a secure, processor-hosted page to complete payment.

8) Can I store more than one payment method per customer?

Yes. You can keep multiple Payment Profiles. Mark one as Default (used for Auto-Charge). You can also link different Billing Contracts to different profiles.

9) How do refunds and voids work?

Void: Same-day reversal before settlement (availability depends on processor).
Refund: After settlement; supports full or partial refunds.
Work 365 creates corresponding negative payments/adjustments on the invoice. Ensure your accounting sync handles refund lines.

10) What about SCA/3-D Secure and MFA?

Processors like Stripe automatically handle SCA/3DS challenges on hosted payment pages. If a challenge is required, the customer is prompted during checkout. Auto-Charge may require prior mandate/authorization for bank debits.

11) Can I surcharge or pass on processing fees?

Work 365 does not calculate surcharges. If you plan to surcharge, confirm legality in your jurisdiction and configure pricing/fees outside the payment flow (e.g., NRIs or pricing policy). Many regions restrict surcharging.

12) How do I monitor failed payments?

Work 365 views/dashboards for failed/pending transactions
Email/Power Automate alerts for declines, expired cards, or mandate failures
Processor dashboards for detailed decline codes and risk insights

13) Does Work 365 support multiple currencies?

Yes. Invoice currency is driven by your Price Lists/Billing Contract. The processor settles according to your merchant account configuration. Currency conversion (if any) is handled by the processor/bank, not Work 365.

14) Can I test payments in sandbox?

Yes. Use test keys (processor sandbox). Keep sandbox and production keys/accounts separate, and label Payment Processors clearly to avoid cross-use.

Setup Essentials

Configure a Payment Processor
Work 365 → Administration → Payment Processors → add credentials/API keys and verify connectivity.
Create a Payment Profile
On the Account → Work 365 → Add/Create Payment Profile → (prefer) Profile Request → customer submits details → Sync the profile.
Link to a Billing Contract
Open the Billing Contract → set Payment Profile → enable Auto-Charge (optional).
Enable Pay Now (optional)
Configure invoice templates/email to include Pay Now where supported.

Troubleshooting (Quick Reference)

Symptom	Likely Cause	Fix
“Payment failed/declined”	Insufficient funds, AVS/CVV mismatch, card blocked	Ask customer to retry with correct details/another card; check processor decline code.
“Authentication required” (3DS/SCA)	SCA challenge needed	Have customer complete challenge on hosted page; for Auto-Charge, obtain/refresh mandate.
Cannot create Payment Profile	Processor credentials invalid or permissions missing	Verify connectivity in Work 365; rotate API keys; confirm user/role access.
Auto-Charge didn’t run	No default profile on contract; job/workflow inactive	Set default Payment Profile on the Billing Contract; ensure Work 365 Start Job is active and owned by Service/App User.
Profile stuck in Pending	Customer didn’t complete the form	Resend Profile Request link; verify email deliverability.
ACH/Direct Debit pending	Mandate not yet active / settlement delay	Inform customer of lead time; check GoCardless/processor status.

Best Practices

Use Profile Requests for PCI-friendly, customer-entered details.
Default profiles per Account; link to Billing Contracts that need Auto-Charge.
Verify Connectivity after any credential/consent change.
Alerts & dashboards for declines and expiring cards/mandates.
Rotate API keys and restrict who can view/change processor settings.
Document your payments SOP (processors, keys, owners, retry policy, refund steps).

Governance & Compliance

PCI-DSS: Work 365 stores tokens only; card/bank data remains with the processor.
SCA/3DS: Use hosted pages/links to offload compliance to the processor.
Data residency: Review processor regions if you have data-sovereignty requirements.
Auditability: Payment records and invoice jobs provide traceability; export as needed for finance audits.

Creating a Payment Profile in Work 365
Work 365 Portal Notifications – Payment Alerts
Configuring Email Notifications for the Work 365 Payment Processor
Sending the Work 365 Invoice (Pay Now links)

Summary

Work 365 streamlines collections by integrating with trusted processors (Authorize.Net, Stripe, GoCardless). With Payment Profiles, Pay Now, Auto-Charge, and proactive monitoring, you can automate payments, reduce manual handling, and stay compliant—across multiple regions and methods.