Declined payments can occur for various reasons, such as issues with a customer’s credit card or payment gateway errors. Here's a step-by-step guide on how to review declined payments and understand the details in Ongoing.
Accessing Declined Payments
Navigate to Billing Attempts
In the Ongoing app, go to the "Billing Attempts" section.
This provides an overview of all payment transactions.
Filter to See Declines
Click on the "All" filter.
This view will display both successful payments and declined transactions.
Identify Declined Payments
Look for transactions marked as "Payment Declined."
Hover over the error message to see details provided by Shopify. This information explains why the payment failed.
Example Messages:
"Payment method cannot be used with the current payment gateway."
Other error messages will offer specific reasons for the decline.
Viewing Subscription Details for Declined Payments
Click on the Subscription Number
From the declined payment entry, click the subscription number to access detailed subscription information.
Check the Subscription Status
If the status is "Declined," this indicates the customer’s payment failed multiple times (e.g., three consecutive declines).
You can review the decline history for this subscription.
Using the Subscriptions Section
Navigate to Subscriptions
In the Ongoing app, go to the "Subscriptions" section.
Click on the "Declined" filter.
Review Declined Subscriptions
Customers in this list have had multiple failed payment attempts and are now in a "Declined" status.
You can click the subscription number to view detailed information for each case.
Automated Retries and Customer Notifications
Automatic Payment Retries
If a customer’s payment is declined, Ongoing will automatically attempt to process the payment again the next day.
It will retry for several consecutive days unless the customer updates their payment information.
Customer Notifications
After each failed attempt, Ongoing sends an automated email to the customer:
Explaining the issue.
Providing instructions on how to update their credit card information.
Including a direct link to Shopify for easy updates.
Need Further Assistance?
If you have any questions or need additional support, feel free to contact our team. We’re here to help ensure you can manage your subscriptions and payments smoothly.
Thank you for using Ongoing!