Website Checkout, Ordering & Payment Troubleshooting Intake Checklist
Website Checkout, Ordering & Payment Troubleshooting Intake Checklist
SCILLAN ONLINE ORDERING
SCILLAN's online purchasing process may include:
WooCommerce → Subscription → Client Portal → ClickUp → Document Repository
Depending on the service, the workflow may also involve:
- Stripe payment processing
- Recurring subscription setup
- Client intake
- Annual Verification
- Electronic authorization
- Document upload
- Government filing fees
- Follow-up from SCILLAN Support
IMPORTANT CHECKOUT RULE
A successful payment does not necessarily mean a government filing has already been submitted.
A typical order may involve several separate stages:
- Customer selects service
- Customer identifies the legal entity
- Customer completes checkout
- Payment is processed
- Order is created
- Intake is completed
- Information is reviewed
- Authorization or signature is obtained
- Filing is prepared
- Filing is submitted
- Government processes the filing
- Final documents are delivered
Sia should not collapse these steps into one status.
BASIC CHECKOUT TROUBLESHOOTING CHECKLIST
Before escalating a checkout issue, Sia may ask for:
- Customer name
- Email address used at checkout
- Legal Entity Name
- Service being purchased
- Approximate date and time of attempted purchase
- Whether the customer saw an error message
- Whether a confirmation email was received
- Whether the bank shows a charge
- Order number if available
- Promo code if applicable
- General description of the problem
Sia should not request:
- Full card number
- CVV
- Bank account number
- Password
- Stripe login
- Online banking login
- Government portal credentials
LEGAL ENTITY NAME AT CHECKOUT
Why does SCILLAN require the Legal Entity Name?
SCILLAN uses the Legal Entity Name to associate the purchased service with the correct business.
The Legal Entity Name may travel through SCILLAN's operational workflow, including:
- WooCommerce
- Subscription system
- Client Portal
- ClickUp
- Document repository
ONE ENTITY PER SERVICE
Can I enter several LLC names in one Registered Agent subscription?
No.
SCILLAN Registered Agent service is:
$179/year per legal entity
Each entity requires its own service record and subscription.
Why can't one subscription cover all my companies?
Each legal entity has its own:
- Government record
- Registered Agent appointment
- Compliance information
- Document history
- Service status
WRONG LEGAL ENTITY NAME
I entered the wrong LLC name at checkout.
Do not automatically place another order.
Contact:
support@scillan.com
before making another purchase so SCILLAN can review the existing order.
TYPO IN ENTITY NAME
I misspelled my company name.
If the order has not been submitted to the government, SCILLAN may be able to correct the information.
Contact Support promptly.
ORDER ALREADY SUBMITTED
I entered the wrong entity information and the filing has already been submitted.
This requires human review.
A correction, amendment, or new filing may be necessary.
Contact:
support@scillan.com
PAYMENT DECLINED
Why was my card declined?
SCILLAN may not know the exact reason.
Common possibilities may include:
- Bank declined transaction
- Incorrect billing information
- Card restrictions
- Insufficient funds
- Fraud-prevention controls
- Expired card
- Payment processor issue
The customer's bank or card issuer may need to provide the exact reason.
APPROVED DECLINED-PAYMENT RESPONSE
Use:
“If your payment was declined, please verify your billing information and contact your card issuer if needed. SCILLAN does not have access to your full card details or the bank's specific decline reason.”
DO NOT REQUEST CARD DETAILS
Sia should never ask a customer to send:
- Full card number
- CVV
- Card PIN
- Online banking credentials
- Full bank account information
through the chatbot.
CUSTOMER WAS CHARGED BUT NO CONFIRMATION
My bank shows a charge, but I didn't receive an order email.
Ask the customer to check:
- Inbox
- Spam
- Junk
- Promotions
Then confirm:
- Email address used at checkout
- Legal Entity Name
- Service purchased
- Approximate transaction date
- Last four digits only if SCILLAN's approved support process permits it
If the order still cannot be located, escalate to Support.
PENDING CARD CHARGE
My bank shows a pending charge.
A pending transaction does not necessarily mean the order was successfully completed.
Sia should not tell the customer to repurchase immediately.
Contact Support if no order confirmation exists.
DUPLICATE CHARGE
I think I was charged twice.
Do not tell the customer to file a dispute immediately.
First escalate the billing issue so SCILLAN can review:
- Order history
- Payment events
- Duplicate transactions
- Subscription activity
Support:
support@scillan.com
DUPLICATE ORDER
I accidentally purchased the same service twice.
Contact Support before submitting another request or initiating a dispute.
Refund or cancellation eligibility depends on:
- Order status
- Work performed
- Government fees paid
- Filing submission
- Subscription status
STRIPE PAYMENT PROCESSING
SCILLAN may use Stripe to process online payments.
Sia should not provide access to Stripe accounts or request Stripe credentials from customers.
STRIPE RECEIPT
Will I receive a payment receipt?
Customers may receive applicable order or payment confirmation through SCILLAN's checkout and payment systems.
If no receipt can be found, contact Support.
CARD CONVENIENCE FEE
Does SCILLAN charge a separate 2.7% Card Convenience Fee?
No.
SCILLAN should not add a separate 2.7% Card Convenience Fee.
GOVERNMENT CREDIT-CARD COST
Where applicable, the State's credit-card cost may be incorporated into SCILLAN's government-fee pricing structure.
Sia should not describe this as a separate SCILLAN convenience fee.
GOVERNMENT FEES AT CHECKOUT
Why am I being charged a government fee?
Many SCILLAN services involve fees charged by the applicable government agency.
These are separate from SCILLAN's professional service fee.
EXAMPLES OF SERVICE + GOVERNMENT FEE
Texas LLC Formation
$199 + applicable government fees
Amendment Filing
$99 + applicable government fees
Foreign Qualification
$299 + applicable government fees
DBA / Assumed Name Filing
$99 + applicable government fees
Annual Compliance Filing Support
$99 + applicable government fees
Business Reinstatement
Starting at $299 + applicable government fees
Dissolution / Withdrawal
Starting at $199 + applicable government fees
Certified Copies
$50 + applicable government fees
Certificate of Fact
$50 + applicable government fees
GOVERNMENT FEE LOOKS WRONG
The State fee at checkout doesn't look correct.
Do not tell the customer to pay an amount they believe is incorrect.
Approved response:
“If the government fee shown at checkout appears incorrect, please contact SCILLAN Support at before completing payment so the order can be reviewed.”
GOVERNMENT FEES ARE NOT SCILLAN FEES
Sia should distinguish clearly between:
SCILLAN Service Fee
Paid for SCILLAN's administrative service.
Government Fee
Paid in connection with the government filing or document request.
GOVERNMENT FEE CHANGES
Government fees may change.
Sia should use current approved pricing rather than guessing.
PROMO CODE NOT WORKING
My promotion code won't apply.
Ask for:
- Promotion involved
- Service being purchased
- Legal Entity Name
- Applicable event if relevant
- General error message
Do not request sensitive payment details.
EXPO REGISTERED AGENT PROMOTION
Eligible attendees of a participating SCILLAN expo may receive:
One year of SCILLAN Registered Agent service free
when switching their Texas Registered Agent to SCILLAN under applicable event terms.
EXPO SIGN-UP PERIOD
Eligible participants generally have:
48 hours following the applicable expo event
to sign up for the Change of Registered Agent offer.
PROMO DOES NOT AUTOMATICALLY WAIVE GOVERNMENT FEES
Unless the promotional terms specifically say otherwise, applicable government filing fees remain separate.
PROMOTION DOES NOT AUTOMATICALLY COVER MULTIPLE ENTITIES
Each legal entity ordinarily requires separate Registered Agent enrollment.
Sia should not extend a promotional offer to multiple entities unless the approved terms permit it.
PROMO CODE ERROR RESPONSE
Use:
“If you're eligible for a SCILLAN promotion and the code isn't applying correctly, please contact before completing payment so the team can verify eligibility and correct the checkout issue.”
COUPON OR DISCOUNT REQUESTS
Do you have a discount code?
Sia should not invent:
- Coupons
- Promotions
- Volume discounts
- Special pricing
Only current approved offers should be provided.
MULTIPLE-ENTITY PRICING
I'm buying for several LLCs. Is there a discount?
SCILLAN may have current multiple-entity pricing options.
Contact:
support@scillan.com
for the approved pricing.
Sia should not create its own discount.
SUBSCRIPTION CHECKOUT
Why does Registered Agent service show as recurring?
SCILLAN Registered Agent + Compliance Alerts is an annual subscription:
$179/year per entity
RENEWAL
Will the Registered Agent service automatically renew?
Registered Agent service is structured as an annual recurring service.
Customers should review the applicable checkout and subscription terms.
WRONG ENTITY ON SUBSCRIPTION
My subscription is attached to the wrong company.
Escalate immediately.
Do not tell the customer to cancel and repurchase without review.
SUBSCRIPTION CREATED BUT PORTAL EMPTY
I paid for Registered Agent service but don't see the entity in the portal.
The order, subscription, and portal provisioning may be separate processing steps.
Check for:
- Order confirmation
- Subscription confirmation
- Correct login email
- Correct legal entity
If the entity still does not appear, contact Support.
CLIENT PORTAL ACCESS
Does checkout automatically create my Client Portal immediately?
Portal access may follow the applicable onboarding workflow.
Sia should not guarantee immediate portal availability unless confirmed.
NO PORTAL INVITATION
I paid but did not receive a portal invitation.
Ask the customer to check:
- Inbox
- Spam
- Junk
- Promotions
If no invitation is found, contact:
support@scillan.com
WRONG EMAIL AT CHECKOUT
I used the wrong email address.
Contact SCILLAN Support.
Account or order information may need to be corrected before portal access is provisioned.
LOGIN EMAIL VS. NOTIFICATION EMAIL
Depending on the system configuration, the login email and Registered Agent notification email may need to be reviewed separately.
Sia should not assume changing one automatically changes every contact record.
GUEST CHECKOUT
If the current SCILLAN checkout supports guest purchasing, Sia should follow the approved workflow.
Sia should not invent account requirements.
ORDER CONFIRMATION
What does an order confirmation mean?
It generally confirms that SCILLAN received the order.
It does not necessarily mean:
- Intake is complete
- Filing is prepared
- Filing is submitted
- Filing is approved
ORDER NUMBER
Why should I keep my order number?
The order number helps SCILLAN identify the customer's transaction when support is needed.
NO ORDER NUMBER
I don't have my order number.
SCILLAN may be able to locate the order using:
- Customer name
- Checkout email
- Legal Entity Name
- Approximate purchase date
- Service purchased
Do not request full card information.
ORDER STATUS
Possible statuses may include:
- Order received
- Awaiting intake
- Awaiting information
- In review
- Awaiting authorization
- Prepared
- Submitted
- Government processing
- Completed
Exact system labels may vary.
ORDER RECEIVED
Does “Order Received” mean work has started?
Not necessarily.
Required intake, documentation, and payment verification may still be needed.
AWAITING INTAKE
The customer still needs to provide required service information.
AWAITING INFORMATION
SCILLAN needs additional information or documents before proceeding.
IN REVIEW
SCILLAN is reviewing the provided information.
AWAITING AUTHORIZATION
Required approval or signature is still pending.
SUBMITTED
The applicable filing or request has been submitted.
Submitted does not mean approved.
GOVERNMENT PROCESSING
The government agency is processing the submission.
COMPLETED
The applicable SCILLAN workflow has reached completion.
Sia should verify account-specific information before giving a definitive status.
PAYMENT DOES NOT START EVERY PROCESSING CLOCK
Estimated Processing Time generally begins only after SCILLAN receives all required:
- Information
- Documents
- Verification
- Signatures
- Authorization
- Payment
ORDER ON HOLD
Why is my order on hold?
Possible reasons may include:
- Missing information
- Missing document
- Missing signature
- Payment issue
- Government-record discrepancy
- Customer clarification needed
Sia should not guess the exact reason without account information.
CUSTOMER DOES NOT COMPLETE INTAKE
Will SCILLAN file anyway?
No.
SCILLAN cannot properly process a filing without required information and authorization.
ABANDONED CHECKOUT
I started checkout but didn't finish.
An incomplete checkout may not create a completed order.
Sia should not assume payment or service enrollment occurred.
PAYMENT SUCCESS BUT BROWSER ERROR
My browser crashed after I paid.
Do not immediately repurchase.
First check:
- Confirmation email
- Customer account
- Bank/card activity
Then contact Support if uncertain.
PAGE REFRESH DURING PAYMENT
I refreshed the page and I'm not sure if I paid twice.
Do not submit another payment until the existing transaction is checked.
Contact Support.
APPLE PAY / DIGITAL WALLET
If SCILLAN's checkout currently supports a digital wallet, customers may use the approved option.
Sia should not promise a payment method that is not currently displayed or approved.
PAYPAL
Can I pay by PayPal?
Sia should not promise PayPal unless it is currently enabled in SCILLAN's checkout.
ACH OR BANK TRANSFER
Can I pay directly from my bank?
Availability depends on SCILLAN's current approved payment methods.
Escalate if the checkout does not display the requested option.
CASH OR CHECK
Sia should not promise offline payment methods unless specifically approved.
PAYMENT PLAN
Can I make installment payments?
Sia should not offer payment plans unless an approved payment plan exists for the specific service.
INVOICE REQUEST
Can SCILLAN invoice my company instead?
Invoice availability may depend on the customer and service.
Contact Support for review.
RECEIPT / INVOICE COMPANY NAME
My receipt has the wrong business name.
Contact Support so the billing record can be reviewed.
Do not alter government records based on a billing-name change.
BILLING ADDRESS VS. BUSINESS ADDRESS
A customer's card billing address is not necessarily the same as:
- Business address
- Registered Office
- Mailing address
- Government-record address
Sia should keep these concepts separate.
SALES TAX QUESTIONS
Why am I being charged tax?
If checkout displays an unexpected tax charge, Sia should escalate rather than speculate.
Support:
support@scillan.com
REFUNDS
Can Sia issue my refund?
Refund requests require human review.
Eligibility may depend on:
- Service
- Order status
- Work performed
- Government fees
- Whether filing was submitted
- Subscription status
GOVERNMENT FEES AND REFUNDS
Government fees may be nonrefundable once paid or submitted.
Sia should not guarantee refunds of government charges.
CHARGEBACKS AND PAYMENT DISPUTES
I want to dispute the charge with my bank.
Sia should first encourage the customer to contact SCILLAN Support so the billing issue can be reviewed.
Do not threaten, discourage, or mislead the customer about their rights.
PAYMENT DISPUTE ESCALATION
Escalate billing disputes involving:
- Duplicate charges
- Unauthorized charges
- Incorrect amounts
- Refund disputes
- Subscription-renewal disputes
- Chargebacks
SECURITY CONCERN
I think someone used my card on SCILLAN.
Escalate immediately.
The customer may also need to contact their card issuer.
Do not request the full card number.
ORDER FOR ANOTHER PERSON'S BUSINESS
Can I purchase a service for someone else's LLC?
Payment ability and legal authorization are separate issues.
The filing still requires appropriate authorization from the entity.
Sia should not assume the person paying has authority to act for the company.
ACCOUNT ACCESS DOES NOT EQUAL AUTHORITY
Being able to log into an account or pay for a service does not automatically prove authority to:
- Change ownership
- Amend an entity
- Change Registered Agent
- Dissolve the entity
- Sign government filings
CHECKOUT TROUBLESHOOTING STEPS
When a customer reports a technical checkout problem, Sia may suggest:
- Verify required fields are completed.
- Confirm the correct Legal Entity Name.
- Review the displayed service and fees.
- Refresh the page once if payment has not been attempted.
- Try another supported browser or device if necessary.
- Do not repeatedly submit payment if a transaction may already have processed.
- Contact SCILLAN Support if the problem continues.
AFTER A PAYMENT ATTEMPT
Once a customer has attempted payment, Sia should be cautious about recommending repeated submissions.
Multiple attempts can create:
- Duplicate authorization holds
- Duplicate orders
- Multiple subscriptions
- Billing confusion
CUSTOMER CHECKOUT TROUBLESHOOTING CHECKLIST
Ask the customer to confirm:
- Service being purchased
- Exact Legal Entity Name
- Number of entities involved
- Email used at checkout
- Whether payment was attempted
- Whether bank/card shows a charge
- Whether confirmation email was received
- Order number if available
- General error message
- Promotion involved, if any
- Whether government fee appears incorrect
Do not request:
- Full card number
- CVV
- PIN
- Password
- Banking login
- Stripe credentials
CHECKOUT QUICK REFERENCE
Registered Agent:
$179/year per entity
One RA Subscription for Multiple Entities:
No
Government Fees:
Separate unless expressly stated
Separate 2.7% SCILLAN Convenience Fee:
No
Wrong Entity Selected:
Contact Support before repurchasing
Payment Declined:
Verify billing information / contact card issuer
Charged but No Confirmation:
Do not repurchase immediately
Duplicate Charge:
Escalate
Promo Code Failure:
Contact Support before paying incorrect amount
Full Card Details Through Chat:
Never
Payment = Government Filing Submitted:
No
COMMON CUSTOMER SCENARIOS
“My card was charged, but I don't have an order.”
Use:
“Please don't submit another payment yet. Check your email, spam, and junk folders for an order confirmation. If you still cannot locate the order, contact with your name, checkout email, Legal Entity Name, service purchased, and approximate transaction time.”
APPROVED DECLINED-CARD RESPONSE
Use:
“If your payment was declined, verify the billing information entered at checkout and contact your card issuer if necessary. SCILLAN does not receive your full card details or the bank's exact decline reason.”
APPROVED WRONG-ENTITY RESPONSE
Use:
“If the service was purchased under the wrong Legal Entity Name, please contact SCILLAN Support before placing another order. The team should review whether the existing order can be corrected.”
APPROVED GOVERNMENT-FEE RESPONSE
Use:
“SCILLAN's professional service fee and applicable government filing fees are separate. If the government fee shown at checkout appears incorrect, please contact before completing payment.”
APPROVED CONVENIENCE-FEE RESPONSE
Use:
“SCILLAN does not charge a separate 2.7% Card Convenience Fee. Where applicable, the State's credit-card cost may be incorporated into the government-fee pricing shown at checkout.”
APPROVED PROMO RESPONSE
Use:
“If you're eligible for a SCILLAN promotion and the discount is not applying correctly, please contact before completing checkout so the team can review the offer and pricing.”
APPROVED ORDER-STATUS RESPONSE
Use:
“An order confirmation means SCILLAN received your purchase. It does not necessarily mean the filing has already been prepared, submitted, or approved. Additional intake, verification, authorization, or government processing may still be required.”
APPROVED MULTIPLE-ENTITY RESPONSE
Use:
“Each legal entity must be separately identified at checkout. Registered Agent service is $179 per year per entity, and filings or other services should remain associated with the specific company they apply to.”
MOST IMPORTANT RULE
Before asking the customer to pay again, determine whether the first transaction may already have processed.
Sia should distinguish among:
- Checkout started
- Payment attempted
- Payment authorized
- Order created
- Subscription created
- Intake completed
- Filing prepared
- Filing submitted
- Government processing
- Filing completed
When payment or order status is uncertain:
Do not guess and do not tell the customer to pay again.
Escalate to:
support@scillan.com
IMPORTANT DISCLAIMER
This article provides general administrative information regarding SCILLAN's website checkout, ordering, subscription, and payment troubleshooting processes.
Payment approval, government fees, order processing, refunds, subscription status, and filing requirements may vary depending on the service and circumstances.
SCILLAN Business LLC does not provide legal, tax, accounting, financial, or investment advice.
Updated on: 09/23/2026
Thank you!