Overview of Customers

What is a customer?

In Rotessa, a customer is a term we use to identify the person or business you want to debit through our software. You always need a copy of a pre-authorized debit authorization form, to debit their bank account.

How do I add customers to Rotessa?

There are several ways to add customers in Rotessa, depending on your desired workflow:

How do I remove customers in Rotessa?

Rotessa does not allow a customer to be deleted, as the history is important to keep on file for legal purposes. Instead, you can archive a customer. Archiving a customer allows you to see transaction history, but you will need to unarchive the customer in order to resume transactions. Archiving a customer will stop future payments, but any payments that have already been sent to the bank for processing cannot be stopped.

Archiving a customer will update their custom identifier in Rotessa but will not remove any of their contact information or banking information.

Customer Email Address

If you have your customer's email address in Rotessa, it will allow you to send your customer an authorization request via email. Once your customer has completed the email authorization request, their authorization and banking information is automatically applied to your customer.

What is the difference between personal customer type and business customer type?

In Rotessa, customers can either have a personal PAD or a business PAD. Authorization forms made in Rotessa default to personal PADs.

In the event of a dispute, a payor with a personal PAD has 90 days to dispute and make a claim for reimbursement.

Whereas, in the event of a dispute, a payor with a business PAD has 10 days to dispute and make a claim for reimbursement.

What is the difference between in person authorization type and online authorization type?

In Rotessa, customers can either have an in person authorization type or an online authorization type. This is referring to how the PAD agreement was collected from the customer.

If the customer signed a paper PAD agreement, their authorization type would be in person.

If the customer signed a digital PAD agreement or went through an email authorization request, their authorization type would be online.

Custom identifier

When integrating with Rotessa, the custom identifier field will be used instead of the customer name. This is because the custom identifier field is unique and customers could share names. In most cases, the custom identifier is the same as the name unless you’ve made a change.

Bank information

When it comes to customer bank information, there are three specific numbers we are looking for.

Transit or branch number: A 5-digit number that identifies the branch where the owner of the account banks.
Institution number: A 3-digit number that identifies the banking institution where the owner of the account banks.
Account number: A 5-12 digit number that identifies the specific account owned by the customer.

Additional customer information

Rotessa gives you the option to put in additional customer information such as a phone number or customer address. This information isn't required or used by Rotessa, this is more for your own use.

Customer status

Customers will have a status after they are added to Rotessa of either ready for transactions or action required.

A customer in Rotessa that is ready for transactions is a customer that has their bank information added and their authorization type selected. They will have a blue check mark near their name.

A customer in Rotessa with action(s) required is a customer that doesn't have any bank information added yet or doesn't have their authorization type selected. They will have a yellow exclamation mark icon near their required action.

Security/data storage

To learn more about our security and data storage standards, we have a full document with all the information on our website.