FAQs

Flex Pay FAQs

Have a technical question ? We have the answers to the commonly asked questions.

Flex Pay Orders, Refunds, and Cancellations

1. Is it possible to add a new passenger at a later stage in the booking process and the amount will be adjusted in the Flex Pay order?
   Answer: Yes it's possible to modify the number of passengers up to the point where the application is accepted. This is done by updating the OrderInfo with the corresponding information e.g. passenger information, order amount, etc.); then, make sure to initialize Flex Pay payments in order for the request to be refreshed.


2. When will the payment be authorized and how is the payment associated with a particular booking?
   Answer: Payment will need to be authorized by the partner after the customer clicks the purchase/booking button on your site. When a customer completes the Flex Pay application, the Flex Pay API will make available a virtual card (token); once the partner retrieves it they will charge the virtual card to receive the full amount. Note that each booking is associated with a customer_id.


3. Is the payment token reusable and can we use this token to charge the credit card later or cancel the booking?
   Answer: The payment token is a single use token that must be used at the time of booking. However, the virtual card information that is provided inside the token is used when making refunds or cancellations.


4. Do we need to send information back to Flex Pay once the payment has been authorized?
   Answer: Yes. We request you to send the confirmationId that your site generates, you can find more information on how to send this to Flex Pay in the Payment section of the API documentation.


5. How do we issue a refund or make a cancellation to a Flex Pay order?
   Answer: There is no change to your existing process when you want to make a refund or order cancellation. Please make the desired change to the same virtual credit card used during the purchase; here you would apply any fees as per your policies to refund the correct amount to your customer. Once Flex Pay receives the refund amount on the virtual card, we will apply it to the customers’ agreement. For additional information please refer to our company FAQs



Development and Testing

6. Do I need to make an OrderInfo load call to the Flex Pay platform for each trip on a search results page to display the Flex Pay's Monthly price?
   Answer: No. Configure all your From Pricing (Pay Monthly) nodes with the updated prices (data-up-price-value), then using a single OrderInfo load call to the Flex Pay platform, the Pay Monthly pricing for each node will be updated with their corresponding amount.


7. I have multiple From Pricing nodes, each with a different amount, how do I determine the correct value for OrderInfo.order_amount?
   Answer: This is a common scenario, specially if you are working on a search page showing multiple results (note this is a non-payment page). It is important to note that OrderInfo.order_amount should be a non-negative Integer expressed in cents and it is only mandatory for Payment Pages.
   
   Why?
   Offers in Pricing Nodes are not based on the order_amount, the Flex Pay library estimates different offers for these nodes based on each data-up-price-value (attribute included per node). OrderInfo.order_amount is mandatory for payment pages because this value will be used to determine if Flex Pay can offer a loan. If you are working on non-payment page with multiple From Pricing Nodes, and you still don’t have a total or subtotal at that point, please set OrderInfo.order_amount to 0.


8. I am calling load window.Uplift.Payments.load(orderInfo) and nothing is happening, how can I fix this?
   Answer: This is most often an issue with your OrderInfo object. Please make sure you correctly implemented the OrderInfo object and included all mandatory fields. If you are still having an issue, please reach out to your Account Manager and/or Integration Lead, or browse Flex Pay’s documentation.


9. Why is From Pricing not showing up, or why is From Pricing displaying an incorrect amount?
   Answer: This is a common issue that can usually be resolved by ensuring that the order amount is shown in cents; for example, a $2,000 trip should always be represented as 200000.


10. Can I customize how the Pay Monthly offer is displayed?
    Answer: Yes! You have the ability to change how the Pay Monthly is displayed, we have included guidelines to help you increase awareness and conversion.


11. How can I test and go through the entire Flex Pay iFrame flow at checkout?
    Answer: Flex Pay has created a set of testing user profiles that should be used during development and testing. When developing the integration, and using the development UP-code, please use these testing profiles as opposed to your personal information to avoid potential errors.
    Additionally, we have created a step-by-step guide to help you successfully integrate all aspects of the Flex Pay offering; make sure to check this out in each of the API integration steps!


12. I am testing the integration and am having issues with the SMS confirmation code not working in the application process, how can I move to the next step?
    Answer: Ensure that you have completed the customer information exactly as it is presented in the testing user profiles. Note that this documentation also includes the SMS verification code that should be used during testing.


13. Who is responsible for defining the maximum/minimum values where Flex Pay is available and ensuring this information is correctly displayed to customers?
    Answer: Flex Pay will configure the maximum and minimum values based on your requirements, please reach out to your account manager to define these elements. There is no additional work you have to do in order to determine when these are shown to your customers, that is all done automatically by Uplift.


14. What data is stored by Flex Pay?
    Answer: Flex Pay collects user information that is necessary to support the products provided by Flex Pay to our partners and users; for example, to be able to make the determination whether or not to extend Pay Monthly offer to a specific user. When a customer chooses the Pay Monthly option, Flex Pay collects and securely stores the applicant’s name, email, billing address, phone number, birth date and last 4 digits of their SSN (SSN is only for US consumers only). This information is used for ID verification and credit underwriting.
    Flex Pay collects Personally Identifiable Information (PII) via its secure frames technology. Secure frames ensure that our partners do not have access to customer PII data that is not already captured on your site. This information is securely transmitted and stored in Flex Pay’s platform. Details for how Flex Pay treats PII are outlined in the Uplift Privacy Policy.



Error Messages

15. The API is loading correctly but I am not seeing the Flex Pay payments iFrame on my page, how do I resolve this issue?
    Answer: This is most likely due to the checkout property not being marked as true to your initPayMonthly call. Please refer to Step 2 of the API integration guide.


16. I am getting an error message saying The Pay Monthly container DOM element does not exist!, what do I do to address this issue?
    Answer: This most likely means that at the point when you made the initPayMonthly call, the container element was not in the DOM.