Card Decline & Try Failed

"Card Decline" is a new type of customer status just like "Active", "Stopped", etc. The point is to have another type of status for a customer when their payment is not going through- this will help differentiate them from 'stopped' or 'dead' customer accounts.

To fully use this customer status, you must enable the "Try Failed" setting on the Admin Payments->Settings page.

Enabling the "Try Failed" setting will automatically attempt to bill any failed payments the customer has pending as soon as the customer updates their payment information. If the payments go through, then the customer's account status will be changed to 'Active'.

Customer Experience

When a customer account is in 'Card Decline', no new orders will be generated for them. If the customer logs in to their account, the only page they will be able to access is the card update page on their account, where they can enter in their credit card.

Admin Customer Details Page

If you change the customer's account from 'Active' to 'Card Decline' while viewing the customer's account, only the status will change- this DOES NOT update any current orders in the system.

Admin Payments Page

In the 'Bulk Options' area on the admin Payments page, there is an option to cancel all the orders selected and place those customer accounts in 'card decline' status. Unlike the above, this action WILL cancel any current order, and then also place the customer account into 'card decline' status.

IMPORTANT

When you enable the "Try Failed" setting, log in as a customer and go to the account Billing page. Make sure that your payment options show up correctly on this page. The reason for this is because of heavy customization for some of our customers over the years, there may be a scenario that we have not anticipated. If you are a customer that has joined us after 2016 then there is no need for this step.