DocuSign Payment Fields FAQ

What is DocuSign Payments?

DocuSign Payments is a feature in web and native mobile apps that enables a sender to collect a payment OR save a signer's payment method for future charges at the same time as collecting signature. Signer can pay via credit card, Apple & Android Pay, Paypal or ACH (electronic bank transfer).

Value and Benefits:

  • Get paid instantly and avoid delays in collecting money owed. 
  • Supports one-time payments AND saving signer payment methods for future charges/recurring payments.
  • Spend time growing your business rather than manually collecting payments and signed agreements.
  • Prevent inaccuracies and reduce errors to ensure you get paid the right amount. 
  • Deliver a superior customer experience with the ability to sign and pay anytime, anywhere, on any device.
  • DocuSign Payments is currently available in the US, Canada, the UK, and Australia. For more information, visit http://docusign.com/payments.

Sender FAQ

Is DocuSign a merchant of record / payment gateway or payment processor?

No. DocuSign is not a merchant of record / payment gateway or payment processor. DocuSign will be integrating with payment gateways so you can easily log into your preferred payment gateway within the DocuSign Sending experience to request payments. the customer becomes the merchant of record by signing up through payments gateways like Stripe.

Which payment gateways and payment methods are supported?

DocuSign currently offers integrations with several gateway providers. The following payment methods are supported with each gateway:

  • Stripe - Credit Card, ACH, Apple & Android Pay
  • Paypal (via Braintree) - Credit Card & Paypal
  • Authorize.Net - Credit Card & ACH
  • CyberSource - Credit Card
  • Zuora - Credit Card

DocuSign is actively developing integrations with additional gateway providers, and expanding support for additional payment methods. For the latest information, visit http://docusign.com/payments.

Does DocuSign charge payment transaction fees?

No. DocuSign does NOT charge payment transaction fees. Please refer to your payment gateway for details regarding transaction fees.

How do I allow the signer/payer to cover the gateway transaction fees as well as the base amount due?

This can be accomplished by using a payment formula field in DocuSign. Stripe's support site provides a formula to calculate the amount they would need to charge to cover their fees: https://support.stripe.com/questions/can-i-charge-my-stripe-fees-to-my-customers. While this article is written for Stripe users, the same principals would apply for any payment gateway. You can build that formula into the payment field(s) on the document if you set the payment field to be a formula. You could either have one field that does the whole calculation, or you could have a payment field for the base amount and a second payment field that just calculates the added fee, depending on how you want to present it to the signer/payer.

What information from DocuSign Payments is passed through to the payment gateway for reporting purposes?

DocuSign will pass the envelope ID, recipient name, email, and optional Product Name, Product SKU, and Product Details fields as metadata. 

Stripe

DocuSign will pass two types of data to Stripe, transaction data and metadata. The transaction data is data required by Stripe for processing the transaction itself. Exactly what it contains depends upon the exact transaction, but typically includes data such as:

  • Price
  • Payment method
  • Name on credit card
  • Credit card number
  • Expiration Date
  • CCV
 
This data is stored by Stripe as part of the transaction data.
Other than information required to process the transaction, DocuSign will only be passing through the following data to Stripe:
  • Envelope ID
  • Recipient Name
  • Recipient Email
 
Optional fields defined by sender.
  • Item Name
  • Item Code / SKU
  • Item Details
 

This data is stored by Stripe as metadata related to the transaction, as it is not used directly by Stripe for the transaction.

PayPal/Braintree

Metadata will only be captured by Braintree if you have configured your Braintree account to expect this metadata.  For instructions on how to complete this pre-configuration, see this article.

Authorize.net

The only detail passed to Authorize.net for reporting purposes is the Envelope ID.

CyberSource

DocuSign will pass two types of data to Cybersource, transaction data and metadata. The transaction data is data required by Cybersource for processing the transaction itself. Exactly what it contains depends upon the exact transaction, but typically includes data such as:

  • Price
  • Payment method
  • Name on credit card
  • Credit card number
  • Expiration Date
  • CCV
  • Billing Address

 
Optional fields defined by sender:

  • Item Name
  • Item Code / SKU
  • Item Details

 
This data is stored by Cybersource as metadata related to the transaction, as it is not used directly by Cybersource for the transaction.

Zuora

DocuSign will pass transaction data required by Zuora for processing the transaction itself. Exactly what it contains depends upon the exact transaction, but typically includes data such as:

  • Payment method
  • Name on credit card
  • Credit card number
  • Expiration Date
  • CCV
  • Billing Address 
 

Are credit cards numbers automatically saved and stored with DocuSign?

DocuSign does collect the credit card data but does NOT process the card or store the data.

In signing, there is a form that collects signers’ credit card data if a payment request is included in the envelope.  That is a DocuSign-hosted form, so we do collect the credit card data.  The credit card data is then passed from the form, through our servers (in temporary memory only), to the payment gateway, along with some payment details (like the amount).  The gateway then sends a response to DocuSign to let us know that it is a valid card with sufficient funds for the transaction – authorizing but not charging the payment request.  The gateway also passes us a token which allows us to later request that credit card be charged, but only one time and only for the same amount that was originally authorized.  We do this so we can process the charge when the envelope is complete rather than at the moment of signing, so that our customers don’t have to issue refunds when envelopes void.

Are signers/payers able to save their credit card info or do they enter it for every envelope?

Signers are not able to choose to have their payment method configured by the sender, but senders can request to save the signer’s payment method to their payment gateway account. This would allow signers to authorize senders to charge their payment method multiple times without having to send out an envelope/fill in payment info each time.

What limitations exist for the transaction amount?

DocuSign maintains some per-transaction and velocity limits to protect system performance. If you intend to process a high volume of transactions (or a smaller volume of high value transactions), please contact your Account Manager to discuss your account's current limits.

Can a sender of an envelope use multiple payment tags on an agreement?

Multiple payment tags are supported and this information will be passed to the payment gateway as separate line items. When recipients sign and pay, the payment is totaled for all the payment fields in a document for each recipient, and then payments are authorized with the payment gateway. The recipients' accounts are not charged until the document is complete, at which point, the payment is sent to the payment gateway account.

When is payment made?

  • If there is only one recipient signing the document, the payment will be made right away.
  • If others have been asked to sign the document, payment will be made as soon as everyone who has to sign has signed. If anyone who needs to sign refuses to sign the document, payment will not be made.
  • If there are multiple signers for the document, and one of them declines to sign, the payment will not be made. Payments are only made after all signatures are collected and the document is complete.
 
    How long does an authorization exist before being voided?

    Each payment gateway maintains their own rules for how long an authorization stays valid before it is voided.  Please contact your payment gateway provider to learn what their prior authorization capture rules are.

    DocuSign obtains the initial authorization when the Signer/Payer authorizes the transaction (when they finish signing). However, the request to capture an authorization is not sent until the entire envelope completes. If the envelope has additional signers after the payer, it may be several days before the request to capture the funds are submitted. DocuSign will attempt to re-capture payment info before completing the envelope if the authorization has expired before we are able to capture payment.

    What notifications are sent when payment is completed?

    All DocuSign notifications will be sent to the customer when the envelope is completed which is confirmation that a payment was charged and posted. The sender account can also configure their Payment Gateway to notify them and/or payer of the payment posting.

    How do I access the transaction details when the envelope is complete?

    Security transaction details are private between Signer/Payer and Sender/Payee. An email will be sent to both parties with details about the transaction.

    Senders can check the status of payments by looking at the envelope history. A payment status of Payment Authorized means that the payment is ready to be applied, but the document isn't complete yet. A status of Paid means that the payment has been transferred to their account and the document is complete. In addition, if a payment can't be processed for some reason, senders can see Payment Failed on the Document list or Document History for a recipient.

    Does DocuSign Payments work with In-person Signing and PowerForms ?

    Yes. DocuSign Payments will work with In-person Signing and PowerForms

    Does DocuSign Payments work with DocuSign eSignature for Salesforce?

    DocuSign Payments is compatible with DocuSign eSignature for Salesforce. However Salesforce payment data does not get automatically passed directly to the “Payments” field but will need to be manually entered by the sender once in DocuSign or a sender can set up a template with a formula payment tag configured to equal a field that was passed in from Salesforce (an indirect method to create a payment field from Salesforce data).

    In addition, payment metadata (including  Item Name, Item SKU, and Item Details) will NOT be passed to / from Salesforce but will be only visible in the payment gateway.

    Are there any features currently not currently compatible with DocuSign Payments?

    Some advanced options like AutoPlace, Standards-Base Signatures, CFR Part 11, and Document Markup.
     


    Signer FAQ

    Are credit cards numbers automatically saved and stored with DocuSign?

    DocuSign does collect the credit card data but does NOT process the card or store the data.

    In signing, there is a form that collects signers’ credit card data if a payment request is included in the envelope.  That is a DocuSign-hosted form, so we do collect the credit card data.  The credit card data is then passed from the form, through our servers (in temporary memory only), to the payment gateway, along with some payment details (like the amount).  The gateway then sends a response to DocuSign to let us know that it is a valid card with sufficient funds for the transaction – authorizing but not charging the payment request.  The gateway also passes us a token which allows us to later request that credit card be charged, but only one time and only for the same amount that was originally authorized.  We do this so we can process the charge when the envelope is complete rather than at the moment of signing, so that our customers don’t have to issue refunds when envelopes void.

    Am I able to save my credit card info or do I need to enter it for every envelope?

    Payment methods are configured by the sender. Senders can request to save your payment method. This allows you to authorize senders to charge your payment method multiple times without having to send out an envelope/fill in payment info each time.

    When is payment made?

    • If there is only one recipient signing the document, the payment will be made right away.
    • If others have been asked to sign the document, payment will be made as soon as everyone who has to sign has signed. If anyone who needs to sign refuses to sign the document, payment will not be made.
    • If there are multiple signers for the document, and one of them declines to sign, the payment will not be made. Payments are only made after all signatures are collected and the document is complete.
     

    What if there’s a problem?

    • If you have questions about the document or the payment amount, want to make changes to a payment, or want to request a refund, please contact the sender of the document. See Using Comments to Ask and Answer Questions About a Document.
    • If your credit card is denied, try using another card or call the number on the back of your credit card for assistance.
    • If there is not a problem with your card, there could be a problem connecting with the payment network. Wait a while and try again, or check your network connectivity.
    • If paying by bank account and your bank account cannot be verified, after trying to verify it 10 times, you will be locked out of using that bank account for payments. You will have to choose a different payment method, such as a different bank account or credit card. For questions, contact the sender of the document. See Using Comments to Ask and Answer Questions About a Document.
     

    What notifications are sent when payment is completed?

    All DocuSign notifications will be sent to the customer when the envelope is completed which is confirmation that a payment was charged and posted. The sender account can also configure their Payment Gateway to notify them and/or payer of the payment posting.

    How do I access the transaction details when the envelope is complete?

    Security transaction details are private between Signer/Payer and Sender/Payee. An email will be sent to both parties with details about the transaction.


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