Provet

There is a transaction menu in the payment terminal, but we do not recommend using the terminal transaction listing as it only reports the...

Can I get an End of Day report from a Vetera Pay terminal?

If you need to return a payment terminal, contact Vetera support for instructions. The process for returning a terminal varies depending o...

How do I return a payment terminal?

Contact Vetera support.


The Vetera team will send you a PCI DSS SAQ B-IP template to fill in.


Sign the PCI DSS and send it to the Vete...

How do I start using MOTO payments?

This could be due to insufficient funds, daily processing limits, or a temporary technical error. Contact Vetera support and provide them ...

Why was the payment declined?

How long a payment can be refunded depends on the payment method. The following table lists the general refund periods of different paymen...

How long can a payment be refunded?

For terminals with integrated receipt printers, you can disable receipt printing if needed. If you need assistance, contact Vetera support...

How do I disable terminal receipts?

To reprint a receipt, find the transaction in Vetera where the receipt is attached.



For invoice payments, find the payment row in the P...

How do I reprint a receipt?

A refund is processed immediately after it has been triggered in Vetera, and the result of the refund is immediately available in Vetera (...

Refund is missing, not paid, or there are delays in refunds

Contact Vetera support and provide them with the following information:








Your Cloud ID


Invoice ID: You can find the invoice ID in...

A payment has not gone through even though it looks fine in Vetera

Depending on the bank, it may take a few days for a refund to arrive in a shopper's account. If a refund has not arrived in a few days, co...

Refund has not arrived in a shopper's bank account

Open the invoice page and find the payment row in the Payments section. If the information is not available on the invoice, go to Settings...

How do I find out if a transaction has been paid out?

To add a new payment method for Vetera Pay, contact Vetera support.

How do I add a new Vetera Pay payment method?

Open the invoice page and check from the Payments section if the transaction receipt is available. You can print the receipt using the tra...

A payment has not arrived in my bank account

In Vetera, go to Settings &gt; Integrations &gt; Vetera Pay.


In the Companies section, add a new clinic location by selecting the pen bu...

How do I add a new clinic location to an existing client in Vetera Pay?

This issue could be due to missing Country field information in the clinic location details. To resolve this, follow these steps:



Go to...

Cannot access the Vetera Pay management page

In most cases when a payment cannot be located, the payment has been registered to a wrong client or an anonymous client in Vetera.
You ca...

I cannot find a specific Vetera Pay payment

Vetera Pay can only refund payments that were originally paid using Vetera Pay. A refund can only be given per transaction.
When the exter...

I cannot refund a Vetera Pay payment

To give a specific user group, for example, your accountants, access to Vetera Pay reports, you need to create a new permission group and ...

How do I give a user group access to Vetera Pay reports and management page?

Clinic users may sometimes accidentally remove saved cards. In such cases, please contact Vetera support and provide them with your Cloud ...

Client cards have disappeared

If there has been a payment attempt, you should see a successful or failed payment row.



Go to Records &gt; Invoices.


Select the Exten...

Shopper has completed an online payment, but payment does not show up in Vetera

If you have problems with payment methods or need to have a new payment method added, contact Vetera support.

The payment method on an online payment link page does not work

If a shopper has not received their Vetera Pay online payment link, follow these troubleshooting steps:



In your Vetera settings, check ...

Vetera Pay: Shopper has not received an online payment link

If your Vetera Pay payment terminal has broken, contact Vetera Pay support. Broken payment terminals must always be returned to Nordhealth...

My Vetera Pay Terminal Has Broken

Check the following:



Ensure the payment terminal is connected:
A cloud icon should appear in the top right corner of the terminal scree...

Shopper is unable to make a payment using the terminal

If a Vetera Pay payment has failed or is missing in Vetera or Vetera Pay:



Open the invoice page and find the payment row in the Payment...

A payment has failed or does not show up in Vetera or Vetera Pay reports

This article explains how to split payments on a single invoice using multiple payment methods or cards with Vetera Pay, both in the clini...

How to Split Payments on an Invoice Using Vetera Pay

Petri Pihlajamaa

Vetera Pay FAQ

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