Payment Gateway Integration - FAQs

Getting Started & Access

Q1: How do I access the Payment Gateway Integration in Smart360?

A: Log into Smart360 and navigate to the integration hub section from the menu. You'll see available payment gateway options (Stripe, DOKU) with current status indicators and toggle switches for activation.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q2: Who has access to configure payment gateways in Smart360?

A: Only specific roles have access to payment gateway features:

Tenant Admin/Utility Admin: Can configure and manage payment gateways, view reconciliation reports
CSO Admin/CSO Executive: Can view payment lists, reconcile transactions, handle consumer payment issues

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q3: What payment gateways are supported by Smart360?

A: Smart360 currently supports two payment gateways:

Stripe: Supports Credit/Debit Cards, Bank Transfers, Digital Wallets
DOKU: Regional payment gateway with multiple payment methods Both gateways can be active simultaneously, allowing consumers to choose their preferred payment method during checkout.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Payment Gateway Configuration

Q4: How do I activate a payment gateway?

A: To activate a payment gateway:

Navigate to integration hub from the main menu
Locate the desired gateway card (Stripe or DOKU)
Toggle the activation switch on the right side (blue = active, gray = inactive)
Complete the configuration form that appears with required credentials
Save the configuration (triggers automatic validation)
Complete the mandatory test transaction
Verify successful connection before gateway becomes fully active

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q5: What information do I need to configure Stripe?

A: For Stripe integration, you need:

API Key: Valid Stripe API key format (sk_live_*)
Secret Key: Valid Stripe secret key format (rk_live_*)
Public Key: Valid Stripe public key format (pk_live_*)
Webhook Secret: Valid Stripe webhook secret format (whsec_*)
Webhook URL: Auto-generated by Smart360 (copy to Stripe dashboard)

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q6: What information do I need to configure DOKU?

A: For DOKU integration, you need:

Mall ID: 8-character numeric identifier provided by DOKU
Shared Key: Alphanumeric security key
Chain Merchant ID: Numeric identifier for merchant group
API Key: DOKU-provided API access key
Secret Key: DOKU-provided secret for signature generation
Webhook URL: Auto-generated by Smart360

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q7: Why is a test transaction required before activation?

A: The test transaction serves several critical purposes:

Validates that all configuration details are correct
Confirms live connectivity with the payment gateway
Ensures webhook functionality is working properly
Tests the complete payment flow before consumers use it
Provides a 1-unit transaction (refundable) in your configured currency
Prevents activation of misconfigured gateways that could cause consumer payment failures

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Transaction Processing & Status

Q8: What are the different payment statuses and what do they mean?

A: Smart360 tracks payments through several status stages:

Payment Completed: Settlement received successfully (receipt available for download)
Payment Successful: Payment initiated, awaiting settlement (takes up to 2 days)
Failed: Payment not initiated due to network error, insufficient funds, or technical issues
Refund: Amount successfully refunded to bank account
Error: Gateway-specific error occurred during processing

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q9: How long does it take for payments to be fully processed?

A: Payment processing occurs in stages:

Immediate: Payment authorization and success confirmation
Up to 2 days: Settlement processing and status change to "Payment Completed"
Receipt availability: Only after payment reaches "Completed" status
Real-time updates: Transaction status updates automatically through webhooks During the settlement period, consumers see "Payment Successful" status with a note about the 2-day completion process.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q10: Where are payment transactions recorded in Smart360?

A: Successful payments are automatically logged in multiple locations:

CX > Account Services > Accounts > Specific Account > View > Transactions > Payments
CX > Account Services > Payments List (with dynamically updating status)
CX Web > History > Payments (consumer-facing history)
CX App > History > Payments (mobile app history) All locations show payment mode as "online" with real-time status updates.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Consumer Payment Process

Q11: How do consumers access online payments?

A: Consumers can make payments through two channels:

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q12: What can consumers pay for using the online payment system?

A: Consumers can pay for:

Bills: Water, Wastewater, Electricity bills with bill number, billing period, and amount due
Services: Utility services with service name and duration
Multiple items: Can select and pay multiple bills/services together
Individual items: Can pay single bills or services separately The system displays all available items with filtering options (All, Bills only, Services only).

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q13: How does the consumer payment process work?

A: The consumer payment process follows these steps:

Login: Authenticate to access Bill Pay section
Selection: Choose bills/services using checkboxes or "Select All"
Gateway Selection: Choose payment method (Stripe or DOKU)
Review: Confirm total amount and payment method
Payment: Redirect to selected gateway for transaction
Completion: Return to platform with success/failure status
Receipt: Download receipt after settlement (2 days for completed status)

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Error Handling & Troubleshooting

Q14: What should I do if the gateway connection test fails?

A: If the connection test fails:

Review credentials: Verify all entered details are correct
Check error message: System displays specific error from payment gateway
Retry connection: Click "Connect" button again after corrections
Contact gateway support: If issues persist, contact Stripe or DOKU support
Re-enter details: The Connect button becomes active again after editing details Common issues include incorrect API keys, invalid webhook secrets, or network connectivity problems.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q15: How are failed consumer payments handled?

A: Failed payments are managed systematically:

Error display: Consumers see exact error message from payment gateway
Transaction logging: Failed transactions recorded with failure reason
Retry options: Consumers can attempt payment again
Status tracking: Failed status visible in payment history
Timeout handling: Automatic failure status if gateway doesn't respond
Session return: Consumers returned to platform even if they abandon payment

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q16: What happens if consumers don't complete their payment?

A: When consumers abandon payments:

Failed transaction log: System records abandoned payment attempt
Session tracking: Maintains record of incomplete transactions
No charges: No actual payment processing occurs
Retry availability: Consumers can restart payment process
Status update: Shows as failed in payment tracking systems

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Security & Compliance

Q17: How does Smart360 protect sensitive payment information?

A: Smart360 implements multiple security measures:

Encrypted storage: All gateway credentials stored in encrypted format
Secure redirects: Payment processing happens on gateway's secure servers
Session security: Maintains secure sessions during gateway redirects
Webhook verification: Validates incoming webhook signatures
No card storage: Smart360 never stores consumer payment card details
PCI compliance: Leverages gateway's PCI-compliant infrastructure

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q18: How are webhook security and validation handled?

A: Webhook security includes:

Signature verification: All incoming webhooks verified for authenticity
Auto-generated URLs: Smart360 generates secure webhook endpoints
Real-time validation: Immediate verification of webhook data
Event normalization: Standardizes webhook data across different gateways
Retry mechanisms: Handles failed webhook deliveries automatically
Event logging: Complete audit trail of all webhook activities

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q19: What monitoring and alerts are available for payment gateways?

A: Smart360 provides comprehensive monitoring:

Daily health checks: Automatic verification of gateway connectivity
Error notifications: Email alerts to Tenant Admin for connection issues
Transaction monitoring: Real-time tracking of payment success/failure rates
Performance metrics: Dashboard showing gateway performance statistics
Integration status: Visual indicators of active/inactive gateway status
Audit logs: Complete history of configuration changes and issues

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Reconciliation & Reporting

Q20: How does automated reconciliation work?

A: Smart360's automated reconciliation:

Real-time matching: Automatically matches payments with system records
Webhook integration: Receives instant payment confirmations
Account updates: Updates payable and outstanding amounts immediately
Dashboard reflection: Payment totals updated in real-time on dashboards
Manual override: CSO staff can manually reconcile if needed
Error flagging: Highlights discrepancies for manual review

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q21: What payment reports are available?

A: Smart360 provides various payment reports:

Transaction reports: Detailed breakdown of all payment activities
Gateway performance: Success/failure rates by payment method
Settlement reports: Status of pending and completed settlements
Consumer payment history: Individual consumer payment tracking
Reconciliation reports: Matching of payments to bills/services
Financial summaries: Revenue tracking and outstanding balances

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q22: How do CSO staff handle payment inquiries?

A: CSO staff can manage payment inquiries through:

Payment search: Find payments by transaction ID, consumer ID, or amount
Status tracking: View real-time payment status across all systems
Transaction details: Access complete payment information including gateway response
Consumer communication: Provide accurate payment status to consumers
Manual reconciliation: Handle special cases requiring manual intervention
Error resolution: Investigate and resolve payment-related issues

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Business Impact & Benefits

Q23: What are the main benefits of online payment integration?

A: Key benefits include:

Consumer convenience: No travel required for bill payments
Revenue acceleration: Faster payment collection and processing
Reduced errors: Elimination of manual cash counting and reconciliation
Cost savings: Reduced administrative overhead and staff time
Improved accuracy: Automated matching and real-time updates
Better reporting: Instant access to payment data and analytics
Scalability: Handle large payment volumes without additional staff

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q24: How does this solution address cash payment challenges?

A: The online payment system eliminates cash-related issues:

Distance barriers: Consumers can pay from anywhere
Manual counting: Automated digital transaction processing
Reconciliation errors: Real-time automated matching
Time delays: Instant payment confirmation and processing
Security risks: Reduced cash handling and associated fraud risks
Reporting delays: Real-time financial data availability

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q25: What impact does this have on revenue collection?

A: Revenue collection improvements include:

Faster collection: Immediate payment processing vs. delayed cash deposits
Reduced leakage: Eliminated cash handling discrepancies
Better tracking: Real-time visibility into payment patterns
Increased collections: Easier payment options encourage timely payments
Lower costs: Reduced administrative costs for payment processing
Improved cash flow: Faster settlement and availability of funds

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Advanced Features & Customization

Q26: Can I have multiple payment gateways active simultaneously?

A: Yes, Smart360 supports multiple active gateways:

Consumer choice: Consumers can select their preferred payment method
Redundancy: Backup options if one gateway experiences issues
Regional preferences: Different gateways may be preferred in different markets
Load distribution: Spread transaction volume across multiple providers
Gateway-specific features: Leverage unique capabilities of each provider

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q27: How do I handle different currencies or international payments?

A: Currency handling follows these rules:

Auto-configuration: Currency automatically fetched from onboarding settings
Gateway compatibility: Chosen gateways must support your configured currency
Single currency: Each Smart360 instance operates in one primary currency
International support: Depends on selected gateway's international capabilities
Conversion: Currency conversion handled by the payment gateway, not Smart360

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q28: Can I customize the payment experience for consumers?

A: Customization options include:

Gateway selection: Choose which payment methods to offer consumers
Branding: Payment pages maintain your utility's branding through gateway configuration
Payment options: Configure which bills and services are payable online
User interface: Standard Smart360 interface with consistent user experience
Receipt customization: Receipt format follows Smart360 standards with payment details

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Maintenance & Support

Q29: How do I maintain and monitor payment gateway health?

A: Regular maintenance includes:

Daily monitoring: Review automated health check results
Error investigation: Address any connection or processing issues promptly
Credential updates: Refresh API keys and secrets as required by gateways
Performance review: Monitor transaction success rates and processing times
User feedback: Address consumer payment experience issues
Gateway updates: Stay informed about gateway API changes and updates

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

Q30: What should I do if I need to add a new payment gateway?

A: Adding new payment gateways requires:

Platform support: Verify Smart360 supports the desired gateway
Development: May require custom integration development
Configuration: Set up new gateway credentials and webhook endpoints
Testing: Comprehensive testing of payment flows and error handling
User training: Train staff on new gateway capabilities and troubleshooting

Consumer communication: Inform consumers about new payment options Contact Smart360 support for guidance on integrating additional payment gateways beyond Stripe and DOKU.

Video URL - https://www.bynry.com/smart-utility-management-software

Platform URL - https://platform.bynry.com/onboarding/integrations

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