I selected Scratch Payment as the payment type/method at checkout, but the extension did not pull up.

If the Scratch Checkout extension didn’t appear after selecting Scratch Payment, it typically means one of the following:

Check that the Scratch icon is visible in the upper-right corner of your browser window.
If it’s missing, install or re-enable the extension (link to instructions).
If it’s there but you're not logged in, click the icon and sign in using your Scratch credentials.

If all of these are true, try logging out of the extension then back in. Refresh your browser screen and retry the payment. If the issue continues, try restarting your browser or reach out to support@scratchpay.com for assistance.

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I'm receiving a message that my PIMS credentials need to be updated. What does this mean?

This message typically means that your Scratch Checkout browser extension is unable to connect to your PIMS for automatic writebacks for payment requests (email/text-to-pay transactions) due to changed login credentials. Simply re-add your Neo credentials in the extension to re-authenticate. More information here under the Add your Neo Credentials bullet.

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I accidentally processed a refund in the Scratch Dashboard. How should I record this in my PIMS?

If a refund is issued from the Scratch Dashboard, it will not automatically sync to your PIMS. You’ll need to manually record the refund in your PIMS to ensure accurate reporting and patient account history. To do that, follow these steps:

Open Neo on a non-Chrome/Edge browser or open a New Incognito Window
Locate the client & add the refund coded as Scratch Payment. Accessing Neo in this way will not engage the Scratch Extension
Click Pay

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A payment appears in Scratch reporting, but I don’t see it in my PIMS. What should I do?

First, confirm you were logged into the Scratch Checkout extension when the payment was processed. If you were, try refreshing your PIMS or reviewing the transaction within the patient record. To record the payment in your PIMS, follow these steps:

Open Neo on a non-Chrome/Edge browser or open a New Incognito Window
Locate the client & add the payment coded as Scratch Payment. Accessing Neo in this way will not engage the Scratch Extension
Click Pay

If the issue persists, contact Scratch Support—we can help determine whether it was a connectivity issue or a manual entry is required.

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How does batching work over weekends or holidays?

Scratch automatically batches out transactions and initiates payouts each evening. Payments processed on weekends or bank holidays may not be deposited until the next business day, depending on your financial institution. You can always track payout status in your Scratch Dashboard.

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How do I handle CareCredit?

CareCredit should continue to be processed through their designated system. While many CareCredit cards can be accepted through Scratch because they are issued under a major card brand, Scratch does not support CareCredit's promotional financing offers. To ensure clients receive any applicable promotional terms, all CareCredit transactions should be processed directly through their platform.

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How do I code Scratch Pay (financing) in my PIMS?

Finalize the client's payment plan in the Scratch Dashboard
At checkout, select Scratch Financing as the payment method (or the selected designation for Scratch Pay within your PIMS)
Click Record Transaction
Reporting for Scratch Pay (financing) can be found under the Financing section of the Scratch Dashboard

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What do transactions look like after surcharging is enabled?

Once surcharging is enabled, clients paying with a credit card will see a surcharge line itemized out on their Scratch Receipt. PIMS receipts and reporting will remain unchanged, and will not reflect any surcharged amounts.

In Scratch Payment History reporting, surcharge amounts will be broken out separately.

When refunding a surcharged transaction, the associated portion of the surcharge will automatically be refunded to the client as well.

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Can I take a payment without the integration?

Yes. You can process a non-integrated payment via the Scratch Dashboard (dashboard.getscratch.com > Collect Payment), but it will not sync to your PIMS. You will need to manually enter the transaction details into your PIMS by following these steps:

Open Neo on a non-Chrome/Edge browser or open a New Incognito Window
Locate the client & add the payment coded as Scratch Payment. Accessing Neo in this way will not engage the Scratch Extension
Click Pay

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How can I get more training?

Scratch is here to support you! Our dedicated training and support team is available to provide the guidance and resources you need to feel confident using Scratch Checkout. To request additional live training (via Google Meet) or access helpful support materials, please reach out to us at partners@scratchpay.com. For a condensed 2-page resource, click to access our Quick Start Guide.

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How do I contact Scratch Support?

Scratch provides support 24 hours a day through the week, and 7am - 4pm PT over the weekend.

Phone: 626-600-7170
Email: partners@scratchpay.com
Chat: click the purple chat icon at the bottom right of your dashboard

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My PIMS says the Scratch integration is not supported

Scratch Checkout enables your practice to accept payments directly from your PIMS using our Scratch Extension. While this setup allows for a smooth workflow, it’s important to note that it differs from a native integration, which is developed and supported directly within the PIMS platform.

How it Works: Our extension listens for a designated payment type (such as "Scratch Payment" or "Check") and then enables a secure, streamlined payment process through Scratch.

That said, many PIMS providers are not equipped to support external card payments and may share limited or even inaccurate information about solutions like Scratch. Please know that Scratch is a trusted partner in the veterinary space, currently supporting over 15% of the industry's payment processing. Please reach out to partners@scratchpay.com or one of our other dedicated channels for any support needs.

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Is Scratch PCI Compliant?

Yes. Scratch is PCI DSS (Payment Card Industry Data Security Standard) compliant, as is Stripe, our payment processor. This means both organizations meet rigorous security standards for handling, processing, and storing cardholder data.

Here’s how compliance works across the ecosystem:

Scratch: Scratch maintains PCI compliance and never stores cardholder data in readable form. All card information entered through Scratch Checkout or Payment Requests is tokenized and encrypted.
Stripe: Stripe, our payment processor, is a certified PCI Level 1 Service Provider—the highest level of certification available in the payments industry. All card data flows directly through Stripe’s secure infrastructure.
Your Clinic: Because Scratch Checkout (via the Scratch Extension) uses Stripe's hosted payment interface, your clinic’s PCI obligations are significantly reduced. That said, clinics still have a responsibility to complete the PCI Self-Assessment Questionnaire (SAQ) annually and ensure staff follow basic card data handling best practices (e.g., never writing down card numbers, ensuring devices are not tampered with, etc.).

You can request a copy of Scratch’s Attestation of Compliance by contacting Scratch Support.

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Can I receive physical assets from Scratch?

Yes! We provide several items in printed form at no cost, including:

Surcharging Display Signage
Scratch Pay Brochures
Scratch Pay Welcome Kit

Reach out to Scratch Support to request any of these.

Overview