End-to-End Payment Lifecycle

This guide covers the complete payment process for building permits in your jurisdiction, from fee calculation through payment verification. Understanding this lifecycle helps applicants navigate payments successfully and helps staff troubleshoot issues.

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Payment Lifecycle Overview

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Step 1: Fee Definition & Calculation

How Fees Are Calculated

The system calculates fees based on:

Fee Types

Application Fees:

• Base permit application fee
• Plan review fees
• Technology fees

Inspection Fees:

• Per-inspection charges
• Reinspection fees (if applicable)
• After-hours inspection surcharges

Other Fees:

• Impact fees
• Infrastructure fees
• Special district fees

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Step 2: Viewing Your Fee Breakdown

In the Citizen Portal

1. Log in and open your permit application
2. Navigate to the Payments tab
3. View the fee breakdown showing:
   • Individual fee items
   • Unit costs and quantities
   • Subtotals and totals
   • Any applied discounts

Understanding Fee Items

Each fee line shows:

• Fee name/description
• Unit cost and quantity (if applicable)
• Line total
• Any applied discounts

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Step 3: Selecting Payment Method

Available Payment Methods

Online Payment Process

1. Click "Pay Now" button
2. Select your payment method
3. System redirects to secure payment provider

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Step 4: Payment Submission

For Credit/Debit Card (via Govolution)

When you click "Pay Now":

1. Secure Redirect - You're sent to the Govolution payment portal
2. Card Entry - Enter card details on the secure page
3. Verification - Card is verified with your bank
4. Authorization - Payment is authorized
5. Return - You're redirected back to the portal

Information Required:

• Card number
• Expiration date
• CVV/security code
• Billing address
• Email for receipt

For Other Providers (Stripe, PayPal)

1. Click "Pay Now"
2. Select provider (if multiple available)
3. Complete payment on provider's site
4. Return to permit portal

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Step 5: Payment Processing

What Happens Behind the Scenes

1. Your Payment - Transaction initiated
2. Payment Provider - Processes through gateway
3. Bank Authorization - Bank approves/declines
4. Result:
   • Success - System updated, receipt generated
   • Declined - Error returned with reason

Processing Times

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Step 6: Payment Confirmation

Successful Payment

Upon successful payment, you'll see:

• Confirmation number
• Amount paid
• Payment date
• Payment method
• Transaction ID
• Email receipt notification

Available Actions:

• Copy Confirmation - Copy number to clipboard
• Print - Print payment receipt
• Continue - Proceed to next steps (e.g., schedule inspection)

Failed Payment

If payment fails, you'll see:

• Error message
• Reason for failure
• Options to retry or use different method

Common Failure Reasons:

• Insufficient funds
• Card expired
• Incorrect card details
• Bank security block
• Network timeout

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Step 7: Verifying Payment Status

In Your Permit Record

After payment, your permit record shows:

Payments Tab:

• Payment status: "Completed"
• Amount paid
• Confirmation number
• Transaction date

Permit Status:

• May change to "Paid" or advance to next workflow step

Email Confirmation

You'll receive an email with:

• Payment receipt
• Confirmation number
• Amount paid
• Permit reference number
• Next steps

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Step 8: Post-Payment Workflow

What Happens After Payment

Depending on your permit type:

1. Record May Lock - Prevents further applicant edits
2. Staff Notified - Permit moves to review queue
3. Inspections Enabled - You can now schedule inspections
4. Workflow Advances - Permit status updates automatically

Scheduling Inspections

If your permit requires inspections:

1. Return to your permit record
2. Navigate to Inspections tab
3. Click "Schedule Inspection"
4. Select inspection type and preferred date/time

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Troubleshooting Payment Issues

For Citizens

Q: My payment failed. What do I do? A:

1. Note the error message
2. Verify your card details are correct
3. Check with your bank for any blocks
4. Try a different payment method
5. Contact permitting staff if problems persist

Q: I was charged but the system shows unpaid. A:

1. Wait 15-30 minutes (processing delay possible)
2. Check your email for confirmation
3. Look for transaction on your bank statement
4. Contact permitting staff with transaction details

Q: How do I get a receipt? A:

1. Check your email for the original receipt
2. Log in and go to Payments tab
3. Click on the payment entry
4. Use "Print" option

Q: I paid the wrong amount / duplicate payment. A:

1. Do not attempt additional payments
2. Contact permitting staff immediately
3. Provide confirmation numbers for all payments
4. Staff will process adjustment or refund

For Staff

Q: Applicant claims payment but system shows unpaid. A:

1. Ask for confirmation number
2. Check payment provider admin portal
3. Look for failed/pending payments
4. Verify correct permit record
5. May need to contact provider support

Q: Payment provider error code received. A: Common error codes:

• missing_parameters - Required data not sent
• provider_not_configured - Payment setup incomplete
• invalid_amount - Fee calculation issue
• session_expired - Customer took too long

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Payment Error Handling

System Error Messages

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Security & Compliance

Payment Security

• All payments processed through PCI-compliant providers
• Card details never stored in county systems
• Encrypted connections (HTTPS) for all transactions
• Multi-factor authentication on payment portals

Receipt Records

• All payments recorded in permit audit trail
• Receipts available for 7+ years
• Transaction records reconciled daily

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Related Features

• Payment Management (Admin)
• Fee Definitions & Payment Methods
• Citizen Portal Lifecycle
• Inspector Scheduling