Cut+Dry Pay FAQ

What types of payments are accepted over the app?

All credit cards and ACH payments are accepted.

How long are payout times?

The time it takes for payout depends on the payment method and your chosen payment processor(s).

• ACH payments via FTNI: Same or next business day
• ACH payments via SVB: 5-7 business days
• Credit Card payments over NMI: 1 business day

What happens if a payment fails?

1. We will automatically notify both you and the customer.
2. We will attempt to run the transaction for 3 days, after which we send both you and the customer a final payment failure notice. (This step is also an automated process.)
3. You should reach out directly to your customer to resolve the issue if you receive that final payment failure notice.

How do I know why a payment failed?

If you and the customer are unsure why a payment failed, please reach out directly to support@cutanddry.com and we can look up details for you.

How much does it cost per transaction?

• ACH transactions are free, but we charge per invoice based on the terms of your contract.
• Credit and debit cards have a 3% fee in addition to the invoice fee.

What is a program fee?

A program fee is the standard 3% charged for using a credit or debit card. This automatically added to customer’s payment when using a card and reflected on their final receipt.

Can I adjust the program fee?

Yes. The standard fee is 3%, but you can change it in each customer’s individual profile, on the Invoices tab. If you offer the customer less than a 3% fee, the difference will be picked up by you.

What if a customer is double charged?

If your customer uses Cut+Dry for payments and is double charged, please contact us at pay@cutanddry.com and we can help refund them.

What name will customers see for the charge on their bank/credit card statements?

Cut+Dry

How do I refund a customer?

Please contact us at pay@cutanddry.com if you charge a customer who also uses Cut+Dry for payments and we can help refund them.

Who in my company receives emails for Cut+Dry Pay functions?

Anyone who is listed as an AR Contact in the Distributor Portal will receive emails:

1. From the side navigation menu, select Settings.
2. Select Pay.
3. Review the AR Contacts field. 

How often are my Auto Pay customers charged?

• Customers are charged based on their prearranged terms.
• Customers will get a notification 48 hours before an automatic payment is run.
• You will also receive an email with a list of customers whose Autopay transactions are scheduled.

How do I know when a customer has made a payment?

You will receive a "Payments Initiated" email daily at 5pm containing a list of all payments that customers have initiated. You can also view this in the Portal under Pay.

How do I know when a payout is sent to my bank?

You will receive a "Summary of Payments" email at midnight on the day the funds will hit your account.

How frequently are payouts deposited?

Deposits are made every business day daily as funds become available.

Are payouts deposited individually or in bulk?

All payouts are deposited in bulk by ACH and Credit Card. You can see the breakdown of the payments for that day in the daily Payout report.

Can I turn off outgoing emails (e.g., New Invoice(s) Created, Payment Reminders, Invoice Statement) emails?

Yes. To turn off or adjust the frequency of these outgoing emails:

1. From the side navigation menu, select Settings.
2. Select Pay.
3. Adjust the settings under Outgoing Notifications.

What is FTNI?

Consider reviewing our Learn about FTNI article. Please see Step 3 of Set up Cut+Dry Pay for more information on the different payment processor options.