eFollett: Apple Pay

Apple Pay is now an accepted form of payment in eFollett checkout for U.S. Stores. Apple Pay provides a faster, more secure, and easier checkout to drive additional online revenue and repeat purchases. At the time of launch, mobile devices represent 45% of total customer traffic on eFollett.com, and continues to grow significantly every year. While most customers will be using Apple Pay on their iPhone, Apple Pay can also be used on iPads, Macs, and Apple Watch. Only customers using a supported Apple device will see the Apple Pay button in checkout.

Apple Pay Payment

Things to Know

• Customer may pay for part of their order first with financial aid, a campus card, or gift card. If there is still a remaining order total, Apple Pay (and other payments) will still be visible.
• Similar to a credit card, once the customer applies Apple Pay, they cannot apply another tender afterward, unless they remove Apple Pay.
• Currently, Apple Pay cannot be used as rental collateral, phone orders, or as an alternate tender for a web exception.

Customer Experience on eFollett

Apple Pay may be promoted in various areas of your website to drive customer awareness that the checkout experience accepts Apple Pay. One example is on the Shopping Bag screen, the Apple Pay “mark” is displayed next to other payments offered on your website. The Apple Pay “mark” is not a clickable button, and it is visible to all customers, regardless of browser or device.

Mobile (iOS) Checkout Experience – Payment Method

The customer is on the checkout screen, and has proceeded to the “Payment Method” section.

1. Customer selects the Apple Pay button.
2. The Apple Pay Payment Sheet displays.

3. The customer’s card and billing address are displayed in the Payment Sheet. The customer may make changes.
4. The customer can approve using FaceID, TouchID, if configured, or enter a passcode.
5. Once the customer confirms in the Payment Sheet, the modal closes and Apple Pay updates to an applied state.

6. The customer can follow any remaining steps to place their order.

Desktop (MacOS) Checkout Experience – Payment Method

Customers on Macs can use Apple Pay if their device is configured to allow Apple Pay purchases and is Bluetooth enabled. The customer approves their purchase by confirming on their iPhone.

Order Processing

Order processing and fulfillment is the same for orders paid with Apple Pay. The process is comparable to the process for credit cards.

• Apple Pay tenders are process automatically through the ePay process in SODA.
  See Order Fulfillment Process.
• When sorting by tenders in SODA, Apple Pay displays as a tender.
• Apple Pay also displays as a tender on eStore Portal reports.
• Refund dollar limits remain based on the user’s SODA security level.
• Refunds are conducted through the SODA Returns process in SODA.

The SODA Tender Refund Matrix has been updated to allow alternate tender if the Apple Pay tender fails.

SODA Tender Refund Matrix

Apple Pay Web Order Exceptions

An Apple Pay web order exception can be triggered due to an issue with the customer's billing address in their Apple Pay wallet, related to the customer's bank, an information entry error, an authorization issue, a customer's limit was exceeded, or it could be an error that may be able to be resolved internally at Follett.

Resolution for Apple Pay web order exceptions is similar to resolving other credit card payment exceptions.

For Apple Pay:95601 exceptions, refer to Apple Pay:95601: Transaction Must Be Submitted for Settlement Exception.

For specific web exception errors, refer to this Apple Pay Errors in SODA list.

To resolve web order issues similar to other credit card payments, refer to the following resources:

• Processing SODA Web Order Exceptions
• Cancel an Order Due to Credit Card Failure
• Re-tender an Order with New Credit Card Information

Device Requirements

In most instances, the customer should know if they are able to use Apple Pay, but outlined below are the device requirements in case you get questions.

To pay with Apple Pay, customers must have devices with the following specifications.

For mobile web purchases:

• iOS 10+
• Touch ID or Face ID

For desktop web purchases:

• iPhone, iPad, Apple Watch or Mac that can authorize payment
• macOS Sierra 10.12+

The customer must be signed into iCloud and set up Face ID, Touch ID, or a passcode.

Customer adds their credit, debit or prepaid cards to their wallet on their iPhone, iPad, Apple Watch, or Mac.

Customer Help

Customers can login to their Apple Pay account to contact Help directly or visit this site for assistance: https://support.apple.com/apple-pay.