Recurring payment could not be processed - will Click and Pledge try again next time?

[David Brown]

Hi there. A customer set up a monthly recurring payment, which was processed fine at the time it was established. The next month I received a notice that the transaction could not be processed. The next month's transaction would have occurred on 12/23/11. Nothing was processed and I didn't receive a notice that it could not be processed.

So it appears that once a recurring transaction can not be processed, Click and Pledge will not try any further transactions. I would appreciate if you'd confirm my understanding before I contact my customer.

On a general note, do you know if some banks or cards don't allow recurring transactions? (Although I don't know how the bank would know it was set up that way.) The customer told me there were sufficient funds to cover the transaction that could not be processed. Just yesterday, another customers recurring transaction that went through the first time, could not be processed when the next installment was attempted. So I'm wondering what happened.

Thank you very much.

[CnP.Support]

Good day David,

Banks have no way of knowing if a recurring transaction is setup or not. We run those automatically.

We used to try declined cards for 3 times before giving up. Our study showed that less than 1% of cards processed again in 3 days so we stopped trying. The reason is simple! every time we run a card the bank charges a per transaction cost based on your plan, ($0.35, $30, or $0.27) - a cost that can add up for declined cards - in Plan A if we try a declined card 3 times it will cost you over $1.

If you wish for us to run specific declined cards again please email support & we can run them again. The declined email we send you shows the reason for decline - it is a message that comes from the bank.

Please NOTE that the limit is not an issue as the bank may think there is a chance of fraud. Too many transactions in a set period may trigger the bank's fraud system. If the card holder contacts their issuing bank they will be able to tell them what has gone wrong and why the card was declined.

Please let us know if you wish for us to run the transactions again - give us your account ID and the day that you wish your declines to be run again.

[David Brown]

Thanks for the explanation. I will contact support via e-mail about re-running the transactions.

[dstoker]

Same problem: recurring transaction stopped, unknown reason

We experienced the same problem around the same time, Nov 2011. We received notification that the recurring transaction could no longer be processed. I emailed customer support asking if there were any more details to the reason why before reaching out to the client but never received a response. Client reported no problems with their card. Any insights from the C&P side?

[CnP.Support]

Good day!

We simply post back what the processor tells us. The card information posts directly to the gateway and we relay the response.

As stated before if you wish to try it again let us know and we will run the recurring transaction again. Experience shows 99.99% of all failed transactions will fail again in at least 30 days.

As of last month's release we also provide more information from the bank in the reason for decline.

If at anytime you feel a decline is unjustified let us know and we can contact the bank for more details.. and try it again.