FREQUENTLY ASKED QUESTIONS
Q: What is Ecommerce?
A: Ecommerce is an online payment service which allows you to pay any or all of your fines and fees from any PC with an Internet connection. Simply login to My Account on our Library’s homepage and select Pay My Account.
Q: What credit cards are accepted for payment?
A: VISA, MasterCard, and Discover are accepted both online and at all branches.
Q: Can I use a debit card for payment?
A: Only debit cards with a VISA, MasterCard, or Discover logo are accepted.
Q: Can I pay using my PayPal account?
A: No, PayPal is not an accepted form of payment.
Q: Is there a minimum amount I must pay on my account? Can I make a partial payment?
A: There is not a minimum amount you must pay and partial payments are accepted. You can enter the amount you wish to pay on the payment screen that shows your items billed.
Q: If my account is blocked, can I unblock it by making an online payment?
A: Yes, if you make an online payment that brings your account balance below $5.00, your account will be unblocked immediately.
Q: Can I make a payment on someone else’s JCPL library account?
A: Yes, as long as you login to that person’s account to make the payment.
Q: If I use online payment, is my patron information and my credit card information safe?
A: Yes, your information is secure. Your credit card information is not stored in the library’s database and the information is encrypted before it is transmitted via a secure gateway connection.
Q: Will I receive a receipt for online payments?
A: Yes, you are given the option to print your receipt after making an online payment.
Q: Is there a service fee for paying by credit card or for paying online?
A: No, there are no additional fees passed on to patrons.
Q: Who will be the merchant listed on my credit card statement?
A: If you pay online, the merchant will be shown as JOHNSON CTYPUB-ECOMM. If you pay in person at one of our branches, the merchant will be shown as JOHNSON CTYPUB.
Q: How soon will the charge appear on my credit card statement?
A: If you pay online, the charge will show as pending almost immediately within the same business day. If you pay in person at one of our branches, it may take up to 3 business days to appear.
Q: How soon will my library account be updated when making an online payment?
A: Patron records are updated immediately after payment is received. You may need to refresh the page or log back in to see updated account information.
Q: I found the item that I paid for. How do I obtain a refund?
A: Regardless of where or how you paid for the item(s), a refund request must be submitted at one of our branches along with the item(s) you’re returning. A refund for the amount you paid less applicable processing fees, will be made by check and mailed to your home address within three weeks.
Q: What do I do if I receive a message that the online transaction was declined?
A: Verify that all of the information you entered for the credit card is correct. If no, try entering the information again and submit. If yes, contact your credit card issuer for more information. Your library fees will remain unpaid until other payment is received.
Q: Who do I contact if I still have questions?
A: Contact the front desk at any JCPL branch and they will direct you to the appropriate department. If it is outside our normal business hours, contact one of our branches the next business day or click here to receive a response within 48 hours.