Credit Card Declined Questions
redtape said 1 year, 1 month ago:
From reading the forum, I understand that the customer has to submit a new order if the credit card is declined. However, my question is…..Does the customer receive an e-mail notification that their order was declined and/or that any further action is required?
Secondly, Is there anyway that I can receive notification of when this happens? I had two attempted orders that I did not know about until a week later. On my list of invoices, I could see that two numbers were missing in the sequence but there was no further information. And then about a week later, all of a sudden I could see the two attempted orders with the failed credit card.
I want to make sure I can follow-up with these clients in a timely manner, especially if they are not being notified and think that their order is in process. And I don’t understand why an invoice would be created for a failed order especially if there is no way to update the payment information to make it active.
This seems confusing and I just want to make sure I am not dropping the ball on any potential orders.
Thanks in advance for your help!
timb said 1 year, 1 month ago:
Currently, your customer does not receive an email notification that their order was declined. You should be receiving a notice about this so that you can contact your customer to resolve the issue. If you did not receive any notice, please contact our Support Team with your account information for an additional review.
steviet said 1 year, 1 month ago:
You need to check your orders all the time for issues with them. Go to manage >manage orders. This will pull up everything. Look for orders that have failed or are in process.
You can then cancel them and an auto email will be sent, which you can customize.
You will not get a notice from GD that you have an order that was declined.
Once you cancel the order resolve it, or archive it. This will take it off your manage order list so it is cleaner and you can spot the next error more easily.
I check this 4-6 times per day.