Frequently Asked Questions

Yes. The Multi-Payment Checkout feature allows residents to add multiple bills to a single cart — property tax, utility bill, dog licence, parking fine — and pay them all in one transaction. Each item is individually posted to the correct billing system and GL account. Residents receive a single receipt with line-item detail for each payment. This reduces payment processing costs and improves the resident experience.

Residents can enroll in recurring payments via tokenized credit card or pre-authorized debit (PAD). For PAD, enrollment follows CPA Rule H1 requirements: the resident provides banking information, receives a PAD agreement confirmation, and payments are processed automatically on scheduled dates. Variable amount authorization is supported for bills that change monthly (utility). Card-based recurring payments use tokenization — the card number is never stored on municipal infrastructure.

Failed payments are handled automatically based on the failure type. Declined credit/debit cards: the resident is notified immediately with the reason (insufficient funds, expired, fraud block) and can retry with the same or different method. Failed PAD: automatic retry after 3 business days per CPA rules, with resident notification. Failed posting: payment is held in queue and retried automatically. All failures are logged in the exception queue for staff review with suggested resolution actions.

Refunds are processed through an approval workflow: refunds under $100 auto-approved, $100–$500 require clerk approval, $500+ require manager approval. Refunds are issued via the original payment method (credit to card via token, EFT credit, or cheque). GL reversal is automatic. For chargebacks, the system automatically reverses the original posting, flags the account, and generates response documentation with original receipt and confirmation evidence. Chargeback status is tracked through resolution.