Today’s tip aims to help you understand and manage rejected payments. If a member is set up with an automatic form of payment including credit card, electronic check, or paypal, it is possible that at some point their payment will be rejected. First, let’s understand why a payment might be rejected. Then, let’s go through how to manage a rejected payment.
How do I know a member’s payment was rejected?
The first indication a member’s payment was rejected is an automated email called “Payment Failure.” This email is sent to your member when a payment fails, and if you are CC’d, it will send to you as well. When you receive this email, you should go to your dashboard and open the member’s card.
In the member’s card look for the payment with the orange warning triangle and the status rejected. Also, look for a note that should provide insight as to why the payment failed (ie: credit card has expired).
What should I do?
Step 1: Figure out why the payment was rejected. First, identify if the payment was made with a credit card, e-check, or paypal.
Credit Card (Authorize.net)
Authorize.net provides helpful support resources to help you understand why a payment was rejected. Click here to learn more about how to manage a rejected credit card in authorize.net.
Also, check out these helpful videos to learn more about authorize.net.
Also, check out these helpful videos to learn more about authorize.net.
E-Check (Check Gateway)
Login to your account at Checkgateway.com. Find the member log with the rejected payment. You will see a BO Exceptions (a code entered by the bank) or a Return Reason Codes. There are links in your check gateway account for two PDF’s that help you decipher these codes, or, you can download them here:
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Paypal
When you login to paypal, you will see one of the following messages if a payment failed:
- We cannot process your payment at this time”
- The financial source you used cannot be processed. Please contact us for more information. (888) 221-1161
Step 2: Now that you understand why the payment was rejected, contact the member to agree upon how to charge them for their order.
Click on the contact tab of their member card, pick up the phone, and give your member a ring. Depending on what the issue was, you will either need to edit the member’s bank account information or just try to chare their account again.
Update account information
Open the member’s card in the dashboard and click the manage button. Here, you can re-enter the member’s credit card/bank account information. Farmigo does not allow you to see the member’s info that is on file for their own safety. Once you have update the member’s information, press save.
Update account information
Open the member’s card in the dashboard and click the manage button. Here, you can re-enter the member’s credit card/bank account information. Farmigo does not allow you to see the member’s info that is on file for their own safety. Once you have update the member’s information, press save.
Charge the member:
The next step is to charge the member. Click on the charge button.
1. Enter the amount you would like to charge the member
2. Select the preferred payment method
3. Charge the member
If the transaction worked, you will see a message that says the transaction was completed successfully and the payment will be recorded in the member’s card. If the transaction does not go through, ask the customer if there is another account/credit card you could try.
The next step is to charge the member. Click on the charge button.
1. Enter the amount you would like to charge the member
2. Select the preferred payment method
3. Charge the member
If the transaction worked, you will see a message that says the transaction was completed successfully and the payment will be recorded in the member’s card. If the transaction does not go through, ask the customer if there is another account/credit card you could try.
Common reasons a member’s payment would be rejected:
- Insufficient funds
- Account closed/invalid
- Account numbers entered were incorrect
- Address/zip code do not match the information on file for the bank account, credit/debit card, or PayPal account