Monthly payment not processing automatically.
Hello,
The account for "Donald Shones" is not processing automatically every month but if we re-enter his billing info manually it will process as approved. Please help verify if there is an issue with this account.
code: [email blocked]
Best regards,
Lilian
Discussions are closed to public comments.
If you need help with Cheddar please
start a new discussion.
Keyboard shortcuts
Generic
| ? | Show this help |
|---|---|
| ESC | Blurs the current field |
Comment Form
| r | Focus the comment reply box |
|---|---|
| ^ + ↩ | Submit the comment |
You can use Command ⌘ instead of Control ^ on Mac
Support Staff 1 Posted by Marc Guyer on 06 May, 2015 01:29 PM
Hi Lilian -- This subscription was reactivated on 4/28 and the current invoice is scheduled for 6/28. Is that unexpected?
2 Posted by Lilian Dickson on 06 May, 2015 06:13 PM
Hi Marc,
On the invoice #166854 the system tried to charge many times with no
success, the following invoice one of our agents re-entered his billing
info and was able to process the payment. This is happening every month
with the same exact billing information. The system doing it comes back as
declined, if the agent do it manually the transaction gets approved. Is
there anything you could check on your end with this account specifically?
Any errors?
Support Staff 3 Posted by Marc Guyer on 06 May, 2015 06:31 PM
The declines are standard declines, meaning that the issuer declined the transactions. Only the card issuer knows why they declined the transactions. Approval when manually re-entering the payment method, assuming it's the same payment method, may be a coincidence. There are only slight differences between a normal recurring transaction and one that is executed when the payment method is manually entered. First, is that the CVV is sent to the issue -- that shouldn't have any effect but it could. Second, with a recurring transaction, the recurring indicator is sent which indicates to the issuer that this is a recurring transaction -- this should have a positive effect on the likelihood of approval. That's all the information we have. Only the card issuer can provide additional detail regarding why the transactions were declined or approved.
4 Posted by Lilian Dickson on 06 May, 2015 06:47 PM
Thank you Marc, If it happens again next month we will ask the customer to
contact the card issuer then and check the reasons between the transactions
(declined and approved).
Thank you for your time.
Marc Guyer closed this discussion on 07 May, 2015 01:15 PM.