Send and Troubleshoot Payment Requests and Online Payment Links

Learn how to send a payment request, confirm text or email delivery requirements, resend a corrected request, and troubleshoot common payment-link problems.

Overview

A payment request sends a customer a secure online payment link by email and, when the customer has opted in, by text message. Use the correct repair order (RO), invoice, order, or reference and verify the customer’s delivery information before sending.

Before you start

Confirm the correct RO, invoice, order, or reference.
Confirm the amount and description.
Verify the customer’s email address and mobile number.
Confirm that the customer is marked OK to Email or OK to Text for the delivery method you intend to use.
Confirm that a phone number can receive text messages. A landline cannot receive a text payment request.
Use a simple reference number. If a request fails, remove punctuation or special characters such as commas or colons and try again.

Send a payment request

Go to Payments » Payment Request.
Enter the order information, including the RO or reference number, amount, and description. Add an attachment only when needed and permitted.
Use Lookup Contact to select the correct customer.
Verify the customer’s email, mobile number, and delivery preferences.
Select Send Request.
If myKaarma asks whether the customer can sign the invoice online, choose the option that matches your dealership’s workflow.
Review the confirmation that the request was sent.

Expected result: myKaarma sends the request by the eligible delivery methods and records the request with the order.

Resend or correct a request

Correct the customer’s phone number, email address, or communication preference in the customer profile.
Confirm the correct amount and reference information.
Create and send a new payment request.
If myKaarma warns that a request was already sent, review the order and follow the available option to continue with a new request only after confirming that the new request is correct.
Tell the customer to disregard the earlier request.

Important: A sent payment request generally cannot be canceled from the user interface. Send a corrected request and tell the customer not to use the old link. Payment links expire according to the configured payment-request behavior.

Troubleshooting

What you see	What to check
Unable to Send Payment Request	Confirm all required fields, use a simple reference number without punctuation, and verify the customer’s eligible delivery method.
The send button does not respond	Confirm the customer can receive the selected text or email method, then refresh the page and try once more.
The phone number is a landline	Use an eligible email address or update the customer with a mobile number and consent before sending by text.
The link does not open or shows a secure or forbidden error	Send a fresh request after confirming the order and contact information. Contact Support if the new link also fails.
There is no green pay button	Confirm that the order has an amount due. A zero-balance or already-paid order may show the invoice without a payment option.
Duplicate or old RO records appear	Choose the record with the correct customer, amount, and status. Contact Support when you cannot determine which record is current.
You are collecting a deposit or do not have an RO	Confirm that your store, department, and payment-request subtab support the workflow. Contact a Business Administrator or myKaarma Support when the option is unavailable.

Contact myKaarma Support

Include the RO, invoice, order, or reference number; amount; selected contact method; screenshot and exact message; browser or device; whether the issue affects one customer or all users; and whether the order is new, duplicate, old, zero-balance, or already paid. Do not include payment credentials or sensitive customer data.