Recurring Transactions, Declined and Ongoing Payments

[annagore]

Hi there,

Will Recurring Payments attempt to post after a declined transaction?

One of our members experienced a declined transaction due to insufficient funds and has since added funds to their account. I'd expected their next contributions to post without problem, but it appears that their recurring payments have stopped.

According to the Click and Pledge Portal their subscription is still active. Do you know why their payments have stopped trying to post?

Thanks,
Anna

[CnP.Support]

Hi Anna,

We can easily try the declined transaction again. Please post the first name and last initial of the patron and we will locate the recurring and run it again. If it authorizes then it will be put back in the queue for future recurring.

If a recurring declines it will stop running and won't process the future ones. If you let us know we will run them and put them back in the queue.

Let me know if we can be of any further assistance.

[annagore]

Thanks for the help. The patron's name is Cathy K.

The Click and Pledge declined transaction notification says "You will get the decline notice as long as the charge is not cancelled and is left in the system. To cancel this charge please follow the listed steps: ...."

If the recurring transaction stops running, how will we get a decline notice?

-Anna

[CnP.Support]

Good day!

Just to confirm:

Account #: 22990
Patron's name: Cathy K.
Recurring failed: March 16, 2014
Amount: $10

Please confirm so we run the transaction again.

[annagore]

That's correct. Please run the transaction and continue her recurring transactions every month.

Also, could you answer my more general question from the last thread:

The Click and Pledge declined transaction notification says "You will get the decline notice as long as the charge is not cancelled and is left in the system. To cancel this charge please follow the listed steps: ...."

If the recurring transaction stops running, how will we get a decline notice?

Thanks!
Anna

[CnP.Support]

Good day Anna,

We processed the recurring as requested. The payment is now back in the queue to be processed next time on May 30.

We will remove that text from the email since we stopped running declined transactions in the recurring queue since our studies showed that 99% of all declines will still decline after a month. While we can always run them but running a transaction that has such a high probability for decline will only result in our clients incurring costs. Each decline transaction costs the per transaction fee and as such a decline has cost associated with it. To save you money we stopped running them unless asked.

Please let us know if we can be of any further assistance.

[annagore]

Hi there,

I'm hoping you could look into the reason for a declined transaction again for me.

A new member, Matthew J, has seven declined transactions on his account since May 2014, the most recent were attempted by me using Virtual Terminal today. Has his credit card been blocked on your end?

Thank you!
Anna

[CnP.Support]

Anna,

The VT transactions are ALWAYS whitelisted and are not checked for fraud. If it declines in VT then the card has declined.

In your profile at the forum you have listed account #: 22990

I don't see any declines for Mathew J. for this account. May I ask if you have other accounts?

[annagore]

Hi there,

Yes, we do have more than one account. you'll find this transaction under 24375

[CnP.Support]

Good day!

We see 2 attempted transactions by Matthew J**** for $35 using Visa ending ****33

Both transactions were declined by the bank.

The decline report has the decline reason included and you may download it from the Portal > Account Info > Report

It is best if the card holder contacts his bank and asks why the card is being declined.

Please let us know if we can be of any further assistance.

[annagore]

Hi there,

I'm hoping you can try to re-set the recurring subscription for our patron Cathy K. again. She's assured me that the transactions should go through.

Account #: 22990
Patron's name: Cathy K.

[CnP.Support]

Good day.

We ran the recurring and the next payment is scheduled for October 20, 2014.

As a matter of policy skipped months are not processed automatically. If you wish to process 8/20, 9/20 transactions please let us know. Important to note that the card holder will see 3 transactions on her statement should you choose to run them for the missing months.

Please let us know if we can be of any further assistance.