I have an issue with an existing client who is being billed for the 2nd time (1st recurrence, 1 month after original purchase/charge). The latest charge was declined (2011-03-17 21:04:49 DECLINED - This transaction has been declined.). I need to know the right way to handle the situation. My customer has informed their CC company (AMEX) that the charge is legit, and I've read that CG will continue to attempt to make the charge, but 2 days later, it doesn't look like that's happened yet. Can you give me some insight into this and what steps I should be taking at this point? Thanks!
CG protocol for "declined" charges
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#1 Posted by Marc Guyer Support staff on 21 Mar, 2011 03:06 PM
Hi Greg -- You're post was sent just a few hours before this transaction should have retried. Can you confirm that it has been retried?
#2 Posted by Gregory Zimerma... on 22 Mar, 2011 01:04 AM
Hey Marc, yes it looks like everything has retried and successfully processed at this point. So is 2-3 days the typical amount of time between attempts? Thanks again!
-greg
#3 Posted by Marc Guyer Support staff on 23 Mar, 2011 01:34 PM
It's 42-54 hours between attempts.
Marc Guyer closed this discussion on 23 Mar, 2011 01:34 PM.