Frequently Asked Questions: Payments & Collections – Firm Help Center

The "AI" in Aiwyn is a core foundation of our technology focus, and the meaning "wise friend" behind the name is our core value as a company and our never ending mission to those we serve.

Where are you located?

Our headquarters are located in Charlotte, NC. Our staff are "Remote First" located throughout the globe!

What do you do?

Aiwyn builds billing software for professional services firms, like CPAs and lawyers. We help them save time, get paid faster, and create a great experience for their clients.

Are you SOC II compliant?

Yes! Please contact Aiwyn support for secure access to our most recent SOC II report.

Implementation

What is needed for implementation?

Check out the Implementation category for everything you need to know about our robust implementation processes.

What is covered during training? Who should attend?

A one hour training session is provided and recorded.

The following firm staff should attend:

Those who send invoices to clients via email
Those who may assist clients with payments, payment questions, or refunds
Those who reconcile payments
Those who need to see Invoice or Payment history data for all clients

The following topics are covered during this training:

Accessing the Firm Portal
Navigating the Firm Portal
Accessing a Client Portal from the Firm Portal
How to make a payment on behalf of a client / how clients make payments
How to setup a recurring payment plan on behalf of a client / how clients setup recurring payments
How to link client accounts for a payment portal user
How to make refunds
How to reconcile Aiwyn payments
How to access ongoing support

What is needed for testing?

Your specific testing process is outlined in your implementation plan. For a general overview of testing, check out our Testing Plan.

Can we start with just a few clients as a pilot?

Once your system is deployed, we are connected to all clients in your PM system (some exceptions may apply). These clients automatically have a corresponding Aiwyn Client Portal and could in theory make a payment to an invoice. You can choose which clients receive their Aiwyn 1-Click Invoice Email based on how you email that invoice.

How do we "Go Live"?

In general, Go Live actions occur all at once, however you can choose to do any of these things at anytime once your system has been deployed and tested and your staff have completed firm training.

Invoices are emailed to clients using the Aiwyn 1-Click Invoice Email.
Update your website to include your firm's Client Portal URL.
Send clients a mass email communicating the change over to Aiwyn.
Send Smart Statements to Clients though Aiwyn (manual send or automatically send)

How do we get more people to use Aiwyn?

As part of your implementation process, we suggest doing a big Marketing & Communications push to inform clients of their option to pay their invoices through Aiwyn. However, a few months after you've gone live and ongoing periodically, you may want to consider another big push towards Aiwyn through a marketing campaign.

Some Ideas for this "Re-Education Campaign" include:

Rephrase and resend the "Client Go Live Email"
Make a blurb about Aiwyn a standing section of any customer newsletter
Blog and/or email blast clients with your "Tips for Avoiding Check Fraud" which you can draft based on some suggested statistics (see link)
Require email address(es) for all new Clients
Provide new Clients with a 1-Pager that introduces them to online payments (click here for example 1-pager)

Invoice Email

What is the 1-Click Wrapper?

Simplicity is key when encouraging payments. We've designed an easy to read 1-click Invoice Email that filters out all the noise and displays to clients a consistent, branded to your firm Invoice Email.

Can I adjust or add a message to an Invoice Email?

No. But here's why: Consistency. We purposefully designed the Invoice Email to encourage speedy payments. Because of this, it is not possible to manually adjust or add to the messaging within the Invoice Email.

Will additional attachments I include be sent with the Invoice Email?

Yes! In addition to the Invoice PDF, if any additional attachments were added to the Invoice Email sent from your Practice Management system, those are pushed through to the client within the 1-click email wrapper Invoice Email they receive.

How do I update the Invoice Email recipients?

Billing contact emails flow through Aiwyn from your Practice Management system. Please update billing contacts in your Practice Management system. Notice something off between a contact and an Aiwyn email? It could be due to Change Tracking, click here to learn more and to troubleshoot contact discrepancies.

Client Portal

Can a client without a Practice Management Client Account make a payment?

Yes! By using our Quick Payment Links, this is possible. Check out the article Quick Payment Links for more information.

Do you save the client's payment method on your server?

No. Aiwyn does not actually maintain saved credit/debit or bank accounts on our servers. Instead, we utilize Plaid and Stripe, financial institutions, to securely store and call upon the saved payment method when the user is signed into the Client Portal.

Is there a payment limit amount for Aiwyn payments?

A single payment transaction cannot exceed $999,999.99

My client is having trouble making a payment, can you help?

Yes! We recommend sharing with your client the link to the Client Portal Help Center. In addition, if you are subscribed to Live Chat support, we are happy to chat with clients as they reach out to us, available during business hours.

Can I delete a Client Portal User?

No. Once a user is created, it cannot be deleted. If you are made aware a user no longer needs access to one or more of their linked client accounts, we recommend unlinking the client accounts from the user.

To retire an entire client portal, based on your Practice Management system and your chosen configuration options, you just need to inactivate the client account in your Practice Management system and no one with that client information will be able to access the client portal of the inactivated client account.

How are clients added to a client portal / the firm portal? How are they removed?

While we can limit clients that can access their client portal based on things such as account status, in general all clients in your PM system automatically have a corresponding client portal and show up in the firm portal, regardless of if the client has a billing contact email or chooses to send payments outside of Aiwyn. In other words, even clients without email contacts or clients who choose to receive invoices through the mail, will have a client portal and could in theory access the portal to make payments.

Based on your chosen configuration options and practice management system, you could revoke access to a client portal by inactivating the client record in your practice management system.

How do client groups appear in the client and/or firm portal?

Each individual client account in your Practice Management system has it's own corresponding Client Portal and is listed individually in the Firm Portal, regardless of it's association to a client group.

A person representing multiple client accounts (in or out of a client group) can link multiple accounts to their payment portal user account themselves, or a firm admin can do this linking on their behalf through the firm portal.

When a firm admin accesses a Client Portal, they're accessing just ONE client account. When a client portal user has linked accounts to their user, they will see invoices for all their linked client accounts.

Firm Portal

Who has access to the Firm Portal?

Access to the Aiwyn Firm Portal is through your firm's SSO. By default, all users in your SSO environment have access to the Aiwyn Firm Portal. To limit this access, we recommend having your SSO environment manager (IT department) create a group of users who have access to all necessary applications, including the Aiwyn application.

Can Aiwyn Support Refund a Payment?

No, at least not typically. Unless otherwise identified due to infrequent circumstances, Aiwyn Support will not make refunds, and only ever at the behest of your Firm Staff as requested through a ticket.

Can I delete an invoice from the Firm Portal?

No. Invoice data flows into the Firm Portal from your Practice Management system. You will need to reverse or write-off the invoice in your Practice Management system instead.

About Aiwyn

What does Aiwyn mean?