In this article we have answered frequently asked questions about using our payment system Semble Pay to support your practice’s billing needs.
Welcome to our guide on Semble Pay! Here, we answer frequently asked questions about using our payment system to support your practice’s billing needs.
For more details, watch our Semble Pay webinar, where we cover all the essential features and tips for maximising efficiency in your payment processes.
In this article:
Getting Started with Semble Pay
How do I start using Semble Pay?
How do I know which payment provider I am currently integrated with?
Payment Feature
What payment methods are available for my patients?
How do payment methods like Klarna, Google Pay, and Apple Pay work with Semble Pay?
Are there specific requirements for using these payment methods?
Information Setup & Integration
How do I enable/disable Google Pay, Apple Pay, or Klarna in my Semble Pay account?
Do I need to make any changes to my website or checkout process?
Cost & Fees
How much are transaction fees?
Refunds
How long does it take for a refund to land back in a patient's account?
Is there a delay in receiving refunds with Klarna, and how can I manage them?
If a clinic needs to make a refund to the patient, who pays the transaction fees?
Can I refund a charge to avoid paying the dispute fee?
Patient Experience
How do payment options appear to my customers during checkout?
What happens if a customer’s payment fails using one of these methods?
Accounting & Integration
Payouts
How does Klarna’s installment payment model affect my payouts?
Security & Compliance
Are these payment methods secure for my customers?
Do I need to update my privacy policy or terms of service?
Receipts & Customisation
Will my patients receive a receipt after payment?
How can I change the email address that shows on my receipts?
Troubleshooting & Support
Why isn’t Google Pay/Apple Pay/Klarna showing up as a payment option for my practice?
What should I do if a payment option doesn’t work for my customer?
Getting Started with Semble Pay
What is Semble Pay?
Semble Pay is an all-in-one payment solution built directly into Semble, powered by Stripe. It helps clinics get paid faster by giving patients more ways to pay while reducing financial admin and improving cashflow visibility.
Why choose Semble Pay?
| Benefit |
Semble Pay (Integrated in Semble) |
Other Payment Solutions |
| Automated tracking of payments and refunds | ✅ Payments and refunds are automatically recorded in Semble—no manual reconciliation needed. | ❌ Payment and refund information is disconnected from Semble, requiring extra admin work. |
| Refunds directly from Semble | Process refunds directly from Semble. | ❌ Manual processing needed across different financial systems. |
| More ways to pay | ✅ Accept online, in-clinic contactless, and invoice payments (Google Pay, Apple Pay, bank cards, Buy Now Pay Later). | ❌ Limited payment options may impact patient experience and collections. |
| Real-time insights to clinic finances | ✅ Payment information automatically syncs with Semble Data and Xero for full financial visibility. | ❌ Harder to track finances without manual reconciliation. |
| No IT setup required | ✅ Ready to use, fully integrated into Semble. | ❌ May need IT support or custom integration. |
How do I start using Semble Pay?
If you're unsure which payment provider you're currently integrated with, please refer to this guide for clarification.
💡 If you’re not using any payment system yet – Simply turn on Semble Pay in your account and start accepting payments instantly. Click here to follow our quick setup guide and get started.
💡 If you’re using an integrated payment provider such as Stripe Standard – You’ll need to do a one-time data transfer to switch to Semble Pay. Click here to follow our simple 4-step process to switch.
Important: It takes up to 72 hours for Semble to accept the transfer. Any new card details added during this time won’t be included, so you’ll need to re-enter them manually.
How do I know which payment provider I am currently integrated with?
You can check which payment provider your practice currently uses by following the steps below:
Go to your "Settings" and click on "Integrations"
Note: If you cannot see this tab, please ask a practice manager to upgrade your role to have access to this tab. More information on roles can be found here.
Scroll down to "Payment Services", there you can check which payment provider your practice is integrated with:
A. Stripe Standard: If you are integrated with Stripe Standard, your settings will look like the below:
B. Semble Pay: If you are integrated with Semble Pay, your settings will look like the below:
C. No payment integration: If you do not have any integration, your settings will look like the below:
Do I have to use Semble Pay?
No, you are not required to use Semble Pay. However, Semble Pay is fully integrated with Semble, making it easier to manage your payments and financial data in one place. It offers exclusive features such as Buy Now, Pay Later (BNPL), Google Pay, and Apple Pay, with more flexible payment options coming soon.
Payment Feature
What payment methods are available for my patients?
Semble Pay offers a variety of flexible payment options for your patients, making it easy for them to pay for their treatments in a way that suits them. The payment methods available include:
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Google Pay
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Apple Pay
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Credit/Debit Cards
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Saved Card Payment
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Buy Now, Pay Later (BNPL) via Klarna
These payment options can be used for both online bookings and in-clinic payments, allowing you to streamline your payment processes.
How do payment methods like Klarna, Google Pay, and Apple Pay work with Semble Pay?
Semble Pay allows you to use various payment methods, including Buy Now, Pay Later (BNPL) via Klarna, Google Pay, and Apple Pay, all designed to provide a seamless and secure payment experience for your patients.
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Buy Now, Pay Later via Klarna
BNPL (Buy Now Pay Later) allows patients to pay later or spread the cost of treatments over three interest-free instalments. Klarna manages the credit risk, ensuring the clinic receives the full payment upfront, helping to increase bookings while reducing financial risk. More information on how to enable this method on Semble can be found here.
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Google Pay and Apple Pay
Google Pay and Apple Pay offer your patients a quick, secure, and convenient way to make payments directly from their smartphones, tablets, or watches, linked to their bank account or credit card. These digital wallets are fully integrated with Semble Pay, enabling a fast and smooth checkout process.
Both payment methods use tokenisation to protect sensitive payment information, ensuring that all transactions are secure. With these options, patients can complete payments in just a few taps, saving time and streamlining the process at your clinic. More information on how to enable these methods on Semble can be found here.
You can find more information on each payment method through their official resources:
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Apple Pay: Apple Pay Overview
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Google Pay: Google Pay Overview
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Klarna: Klarna Overview
Are there specific requirements for using these payment methods?
To offer Klarna, Google Pay, or Apple Pay as payment methods, your clinic needs to be integrated with Semble Pay and have these payment options enabled in your Payment Types settings. More information on how to enable these methods can be found here.
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Apple Pay / Google Pay: These payment options will only be visible to patients using a device that supports them. For example:
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Apple Pay will only appear if the patient is using an Apple device (iPhone, iPad, or Mac) with Apple Pay set up.
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Google Pay will only appear if the patient is using a device that supports Google Pay and has it enabled.
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Note: If a patient doesn’t see some of these options, it’s likely because their device doesn’t support them or they haven’t set up the payment method yet.
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Klarna: Patients must have an existing Klarna account to use this method. When selecting Klarna, they will be prompted to log in to their Klarna account to complete the payment.
Semble Pay Terminals
The terminal used for Semble Pay is the Stripe BBPOS WisePOS E, a versatile and secure device for in-person payments. For further details, you can find more information about this terminal here.
Terminal are ordered through Semble, please email support@semble.io for more information on this. More information on how to use terminals can be found here.
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Terminal Cost: £179 + Shipping Costs + VAT
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Shipping Options:
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Standard Delivery: Starts from £20 (~8 business days)
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Priority Delivery: Starts from £35 (~4 business days)
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Final Shipping Prices:
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Calculated at the point of order
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Included in the final invoice
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May vary based on location, order date, and quantity of terminals ordered
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Note: Our services are powered by Stripe, which does not deliver to non-mainland territories of the United Kingdom.
Unfortunately, this means we are unable to process shipments to locations such as the Isle Of Man. For more information, please refer to Stripe’s Availability for Outlying Territories.
Information Setup & Integration
How do I enable/disable Google Pay, Apple Pay, or Klarna in my Semble Pay account?
You can easily manage the payment methods your clinic accepts by enabling or disabling Klarna, Apple Pay or Google Pay, based on what suits your practice.
Steps to Manage Payment Methods:
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Access the Settings.
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Go to the Invoices and Payments tab.
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Scroll down to Payment Methods section. You’ll see options to enable or disable the payment methods you want to offer. Simply toggle them on or off.
You also have the flexibility to control where these methods are available by toggling them on or off for online bookings and payment links.
Do I need to make any changes to my website or checkout process?
No, you do not need to make any significant changes to your website or checkout process to start using Google Pay, Apple Pay, or Klarna with Semble Pay. Once these payment methods are enabled in your Payment Types Settings, they will be automatically integrated into your existing checkout flow.
Note: If a patient doesn’t see some of these payment options, it’s likely because their device doesn’t support them or they haven’t set up the payment method yet. Click here for more information on requirements.
How much are transaction fees?
Note: Semble Pay follows Stripe’s standard transaction fees, plus 20% VAT as required by UK law. As these fees are set by Stripe, they cannot be adjusted by Semble. You can find a detailed breakdown of costs on Stripe’s pricing page.
There is no other cost to use Semble Pay.
| Card Type / Payment Method |
Fee Structure |
Example Transaction (£100) |
Total Fees |
Amount Received(£100) |
Notes |
|---|---|---|---|---|---|
| Standard UK Cards | 1.5% + 20p | % Fee: £1.50 VAT on % Fee: £0.30 Fixed Fee: £0.20 VAT on Fixed Fee: £0.04 |
£2.04 | £97.96 | Includes payments made with Google Pay, Apple Pay and UK-issued consumer debit & credit cards (e.g., Visa Debit, Mastercard Debit, standard Visa/Mastercard Credit, UK AMEX). Most commonly used cards. Fast and low-cost. |
|
UK Premium/ |
1.9% + 20p | % Fee: £1.90 VAT on % Fee: £0.38 Fixed Fee: £0.20 VAT on Fixed Fee: £0.04 |
£2.52 | £97.48 | Includes UK-issued premium or business cards (e.g., Visa Signature, Mastercard World Elite, corporate/business cards). |
| EEA Cards | 2.5% + 20p | % Fee: £2.50 VAT on % Fee: £0.50 Fixed Fee: £0.20 VAT on Fixed Fee: £0.04 |
£3.24 | £96.76 | Includes consumer & business cards issued within the EEA but outside the UK (e.g., a Visa or Mastercard issued in France, Germany, Spain, etc.). |
| International Cards | 3.25% + 20p | % Fee: £3.25 VAT on % Fee: £0.65 Fixed Fee: £0.20 VAT on Fixed Fee: £0.04 |
£4.14 | £95.86 | Includes cards issued outside the UK & EEA (e.g., a Visa or Mastercard issued in the US, Australia, Canada, etc.). |
| Buy Now Pay Later (Klarna) | 4.99% + 35p | % Fee: £4.99 VAT on % Fee: £1.00 Fixed Fee: £0.35 VAT on Fixed Fee: £0.07 |
£6.41 | £93.59 | Offering Buy Now Pay Later (BNPL) via Klarna helps boost sales and reduce your credit risk by giving patients flexible financing options while ensuring you get paid upfront. |
Note: All examples above are based on a £100.00 transaction amount.
Fees will scale proportionally based on the actual payment value.
Why is there a VAT charge?
Our team will provide you with your VAT receipts at the end of each month. For any question regarding your receipt, kindly reach out to your account manager.
Semble Pay is required to charge VAT on payment services as we are a UK-based company. If applicable, you may be able to reclaim VAT by contacting your accountant or financial advisor.
Refunds
How long does it take for a refund to land back in a patient's account?
Refunds typically take 5-10 working days to appear on a patient’s statement, similar to Stripe's current processing time.
Is there a delay in receiving refunds with Klarna, and how can I manage them?
Refunds processed with Klarna typically take up to 14 working days to appear in the patient's account. The exact time frame can vary depending on Klarna’s internal processing times.
To manage refunds with Klarna, you’ll need to initiate the refund through your Semble account. Once the refund is completed on your end, Klarna will handle the rest, ensuring the refund is processed for your patients.
If a clinic needs to make a refund to the patient, who pays the transaction fees?
When a clinic processes a refund, the clinic can decide whether to pass the transaction fee onto the patient.
If the clinic wants the patient to cover the fee, they will need to adjust the refund amount accordingly (e.g., refunding £4.50 instead of £5 if the fee is £0.50).
Note: Currently, Semble Pay does not automatically deduct fees for refunds, it will need to be manually calculated if you would like the patient to cover the fee.
Can I refund a charge to avoid paying the dispute fee?
If you issue a full refund before a dispute is initiated, the charge cannot be disputed, and you won’t incur the dispute fee. Once a dispute is initiated, the fee cannot be avoided.
Patient Experience
How do payment options appear to my customers during checkout?
During checkout, your customers will see the payment options you've enabled in your payment type settings.
The available methods, such as Google Pay, Apple Pay, Klarna, or traditional options like card payments, will be displayed clearly for them to choose from.
The exact options shown will depend on which payment types you have enabled in your payment type settings.
What happens if a customer’s payment fails using one of these methods?
If a payment fails when using any of the available payment methods, the process and next steps can vary depending on the method. Here's what you can expect for each option:
Google Pay
If a payment fails through Google Pay, the customer will be notified and prompted to check the payment details linked to their Google Pay account. They can ensure that their payment method is valid and try the payment again.
Apple Pay
When a payment fails through Apple Pay, the customer will be alerted about the failure. They will need to check the payment method linked to their Apple Pay account, such as their bank or credit card. If the issue persists, the customer can try updating their payment details in the Wallet app and retry the transaction.
Card Payment
If a payment fails via card, the customer will see an error message indicating the reason for failure. The customer should double-check the card information to ensure accuracy and try again.
Buy Now, Pay Later (BNPL) via Klarna
If a payment fails through Klarna’s Buy Now, Pay Later (BNPL) service, the customer should be directed to Klarna's support to resolve the issue. Klarna may have specific requirements or restrictions that need to be addressed before the payment can be successfully processed.
For more assistance, customers can visit Klarna's support page: Klarna Support.
Accounting & Integration
Reconciling with Xero
If you're integrated with both Xero and Semble Pay, your paid invoices will be automatically updated in Xero once they are paid via Semble Pay. For more information on how to set up and use the Xero integration, you can check the Xero Integration Guide here
If you need to manually match payments with your payouts on Xero, you can do so with the help of your Payout Report. Here's how to access it:
1. Go to the "Data" tab in your Semble account.
2. Click on "Reporting" from the menu.
3. Select "Payout - Semble Pay".
You’ll now be able to view all your payouts within the date range you select. By clicking on any individual payout, you can see further details, including the specific payments associated with it, along with all relevant payment details.
This makes it easier for you to manually reconcile transactions and ensure that everything aligns with your financial records.
Reconciling invoice payments
Invoice payments made via Semble Pay and Semble Pay terminals are automatically reconciled. If payments are made via BACS, bank transfer or any way other than via Semble Pay, manual reconciliation will required. For more information on how to manually record payments, click here.
Payouts
What is the payout timeframe?
Payouts occur every 3 business days, though Semble may extend this timeframe based on certain conditions.
Note: If a transaction is under £1 (including fees), payouts will occur once a larger transaction is processed.
How can I see my payouts?
In your integrations settings, you can access your Dashboard by clicking on "View Semble Pay Dashboard"
In your Semble Pay dashboard, you will find each transaction within your payout detailed with descriptions based on the payment method used.
Here’s a breakdown of each description format:
Online Booking:
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Description:
{Patient Name} {Product Name} {Appointment Date} -
Example: "John Doe Consultation 2024-11-07"
Payment on Account:
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Description:
{Patient Name} -
Example: "Jane Smith"
Payment Link:
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Description:
{Invoice Number} -
Example: "INVOICE 12345"
Paying the Invoice Using a Saved Card:
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Description:
{Patient Name}, {Product 1, Product 2, etc.} -
Example: "Jane Doe, Blood Test, Consultation"
Advanced Funding
Advanced funding allows you to receive payouts sooner than the standard 3-business-day timeframe. This is an automated process, and further information can be obtained by emailing accountmanagement@semble.io
How does Klarna’s installment payment model affect my payouts?
With Klarna’s installment payment model, your clinic will receive the full payment upfront, regardless of the patient’s chosen payment plan. Klarna assumes the credit risk, meaning you are not responsible for managing missed payments or delays. As a result, you will receive the total amount of the transaction upfront, while Klarna handles the installment collection from the patient.
Security & Compliance
Are these payment methods secure for my customers?
Note: All payment methods offered through Semble Pay are built on Stripe’s trusted infrastructure, meaning security and compliance are managed according to the highest industry standards.
For more information on PCI DSS compliance, see here.
Yes. All transactions through Semble Pay are processed via Stripe, which is a PCI DSS Level 1 Service Provider — the highest level of certification available.
This ensures that sensitive payment data is fully encrypted and never stored on Semble’s servers. Payment methods such as Klarna, Apple Pay, Google Pay, and Pay by Bank are all integrated through Stripe’s secure platform, giving patients a safe and reliable payment experience.
Do I need to update my privacy policy or terms of service?
When using integrated payment methods like Stripe, Apple Pay, Google Pay, and Klarna, it’s important to ensure your privacy policy and terms of service reflect these third-party services. While Semble provides these payment options, we do not manage the policies of these providers.
To maintain compliance with legal and regulatory standards, we recommend reviewing and updating your privacy policy and terms of service to include details about these payment processors. This ensures transparency with your customers about how their payment data is handled.
For reference, you can review the privacy policies of each provider below:
Receipts & Customisation
Will my patients receive a receipt after payment?
Yes, for payments made via Klarna, your patient will receive an invoice by email from Klarna, and they will also be able to view it in their Klarna profile or app.
For payments made via Semble Pay (with Card, Apple Pay or Google Pay) they will automatically receive a receipt to the email address used when checking out.
Note: At the moment, receipts cannot be manually selected for sending—they are automatically sent after a payment is made.
Patients will receive a receipt similar to the one below which will include:
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The practice name as the header
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The email in your General Settings on Semble
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A generic payment icon for the image
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A generic grey for the brand colours your Clinic name on it "Receipt from "Clinic name"
Note: Receipts are sent automatically after payments but invoices are not. Click here to see how to manually send an invoice.
If your patient has not received their receipt please email support@semble.io
Who will receive the receipt?
Receipts are automatically sent based on how the payment was made. Here's how it works:
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Payments made via online booking: The receipt will be sent to the email address the patient entered in the online booking form (if provided).
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Payments made using a saved card on file: If you process an invoice using a patient’s stored card, the receipt will be sent to the email address on file (if provided).
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Payments made via an invoice with a payment link: When the patient pays through the payment link, they will be prompted to enter the email address where they would like to receive the receipt.
Note: Receipts are only sent for payments made using Semble Pay. We do not send receipts for payments made via other channels such as BACS, cash, or cheque.
How can I change the email address that shows on my receipts?
By default, the email displayed on your receipts when a payment has been made via Semble Pay is the one you provided when creating your account. If you need to update this email, follow the steps below.
1. Go to your settings in Semble.
2. Locate the "General Email" field.
3. Enter the new email address you want to appear on your receipts.
4. Click Save to apply the changes.
Troubleshooting & Support
Why isn’t Google Pay/Apple Pay/Klarna showing up as a payment option for my practice?
If Google Pay, Apple Pay, or Klarna isn’t appearing as a payment option for your practice, there could be a few reasons for this:
Incomplete integration with Semble Pay:
To use these payment options, your practice must be fully integrated with Semble Pay. If you haven’t completed the integration process, these payment methods will not be available. Make sure you have activated Semble Pay and connected it to your account. If you’re unsure whether this is complete, check your “Settings” under “Integrations” to confirm that Semble Pay is enabled.
Payment methods not enabled:
You may not have enabled Google Pay, Apple Pay, or Klarna in your payment settings. To check, go to your Semble account settings and make sure these methods are toggled on in the "Payment Methods" section. If they are not enabled, simply toggle them on.
Check Pre-Payment for Online Booking
If the payment issue occurs during an online booking process, ensure that the Enable pre-payment for online booking option is enabled for each bookable product. This setting allows customers to complete their payment at the time of booking.
What should I do if a payment option doesn’t work for my customer?
If a payment option isn’t working for your customer, follow these troubleshooting steps:
Check Device Compatibility:
Ensure the customer is using a supported device. For example, Apple Pay requires an Apple device, Google Pay requires an Android device, and Klarna requires a Klarna account with the app or website.
Confirm the customer is using a supported device:
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Apple Pay works on Apple devices (iPhone, iPad, or Mac).
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Google Pay requires an Android device with the Google Pay app.
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Klarna requires the customer to have a Klarna account and access to the Klarna app or website.
Confirm Payment Option is Enabled:
Ensure that the payment option your customer is trying to use is enabled in your Semble account. You can verify this by going to the "Invoice and Payment" tab in your Semble account settings. If the option is not enabled, toggle it on. For example, if the issue is with Apple Pay, make sure that Apple Pay is turned on.
Klarna-Specific Issues:
If the issue involves Klarna, advise your customer to contact Klarna’s support. Klarna is a third-party payment processor, and issues could be related to their system or account.
Note: Since Klarna operates as a credit provider, we have no control over their approval process, payments, or any related issues.