Migrating with Applicant Pay
APPLICANT PAY FAQ/LANDING PAGE
We are excited to migrate your account to DISAScreen as a client that leverages Applicant/Self Pay options today in the legacy DISA/GHRR Platform. The process for collecting payment from a candidate is simple and easy but will have some changes from the legacy system’s process. Below are anticipated FAQs and some key points of change to prepare you and your candidates. Please see this PDF for screenshots and information.
KEY PROCESS CHANGE: a fundamental change will occur for payment capture and completion. In the legacy system, the candidate was prompted to enter card information at the end of the order, but the payment was not debited/charged until the report fully completed. The DISAScreen payment process will add a step to capture card information after the order is submitted and charge the card immediately.
Q: Why is the process of capturing the charge for the order changing?
A: In the legacy system there were at times many challenges with the lag time between card information being captured, a hold being placed for the funds and the timing of the report completing. This resulted in issues like declined payments, changed report cost (due to added fees, searches, etc.), and many questions from candidates and clients. We decided to complete the full payment at the time of the order to simplify the process.
Q: What does the payment capture process look like in DISAScreen?
A: Once the candidate completes the requested background screen order, they will receive a 2nd email noting the required payment with a link for processing. This link will display the summary of charges and capture payment information via any credit/debit card option. An emailed receipt option will display after payment confirmation.
Q: What happens to the order while pending payment?
A: The order will not be submitted for processing until payment is received.
Q: Will my candidates receive reminders since the payment process is a separate email/process?
A: Yes! Our standard reminder sequence will be to send payment reminders every day for 6 days. On the 7th day the link will expire, and the order will be closed/cancelled. Reminders will stop once a candidate clicks the link and successfully completes the payment.
Q: What does it mean if the link expires and the order is closed/cancelled?
A:We did not want orders to be pending indefinitely. Once the payment link expires, the order will be closed/cancelled with an activity note stating the order was closed due to non-payment.
Q: What should I do if a report is closed due to non-payment, but we would like to reinitiate the order?
A: A new order will need to be submitted to the candidate to complete the process again and receive a new payment link.
Q: What is the best way to track orders and the payment status?
A: There are 2 ways to track Applicant/Self Pay orders. All activities related to the payment process will be included in the Order Activities Tab. Additionally, we have created an Applicant Pay TAT report that will display the order/payment status and date stamps.
Q: What happens if a card is declined, or the candidate misplaces their payment links?
A: Payment status will display noting any declined payment with a reason. Candidates can reach out to support via email at dscreen.service@disa.com or 800-790-1205 for assistance. Our internal teams can initiate a new payment link at any time.
Q: Will anything change with how our account is set up for orders requiring Applicant/Self Pay?
A: Possibly. The legacy system settings for initiating Applicant Pay were at a user level within SwiftHire Settings. These settings in DISAScreen are tied to an entire client hierarchy or specific sub-location. Our migration team will be reviewing each account and updating the structure to match the payment needs as best as possible. For example, if your account was set up with a user that designated the Applicant Pay process you will now see a sub-location labeled for Applicant Pay to initiate orders. Please reach out to our team at migration@disa.com if you have any questions concerning your account before your migration date!