Declined/Errored CC Payments

Declined/Errored CC Notification

Credit Card billing is completely automatic on the New Admire.  They are either billed immediately after entry or automatically on the date it becomes due.  The cards that were declined that day will be automatically re-charged as per your organizations settings.  Once the set amount of attempts passed and the card is still not going through Admire automatically cancels the payment.  One user get designated to receive notifications when credit cards are cancelled and are no longer applied to the pledge.  Credit Card donors with declined cards can receive notifications that the card declined with the option to update the card information.  Admire will then update the card information if the donation is still active.  If the donation was cancelled as per the settings an Admire user will be notified of the new card information so that they can amend the database accordingly.  

• Go to Admire Settings .

• Select from the left side bar.

• Scroll down past the Payment Methods to:

  

• Use the drop-down arrow to select which user should receive the notifications.  You can type in the bar to search for a user.

Donor CC Declined/Errored Notification

There is an option to set up an email notification that gets sent to the donor whose credit card declined/errored.  The email includes an online form where the donor can enter updated credit card information.

• Go to Admire Settings .

• Select from the left side bar.

• Scroll down past Notify user to:

  

• Select to turn this feature on.

• Use the drop down to set after how many attempts to charge the card this email will be sent.

  This means the email to the donor will only be sent after Admire tried to charge the card that many times and the card declined/errored all those times.

• You can view the template of the email that gets sent, and customize it where indicated (boxed in red on the screenshot).  

• By default the email will include the buttonthat takes the donor to an online form where they can update their credit card information.  

• Expand to see sample of donor’s declined email.

  

• Add the email that should get the replies from the donors here:

  

• If donor responds with corrected credit card information:

  • If the donation is still active when the donor updates the credit card, the payment will get updated automatically in Admire.  

  • If the donation was cancelled, as per the settings, the Admire user (chosen by Notify User) will receive an email about the new card information so that he/she can update the database accordingly.  

Auto Cancel

After a set number of attempts to charge the credit card the payment will get cancelled.  The payment will be as if it was voided and will not show as payment towards the pledge.  

To change the default settings:

• Go to Admire Settings .

• Select from the left side bar.

• Scroll down past Contact Donor to:

  

• Use the drop-down arrow to make changes.

• Select which days after the card’s payment date the system should re-try to charge the card.  

  • In the screen shot above the card will be re-charged on the 2nd day, 4th day, 6th day and 8th day after the payment date.

• Obviously if the card goes through on one of the earlier attempts it will no longer attempt to charge the card.

• If the card declines after all these attempts it will automatically get cancelled and no longer be applied to the pledge.

  Override a Declined Payment

• The following will pop-up when the credit card payment you just entered declines.

  

• The re-attempts to charge the card will be based on your settings mentioned above under Auto Cancel.

• You can override those settings in this screen by doing either of these:

  • Select to cancel the payment and no longer attempt to bill.  The payment will not show up anywhere in the database.

  • Change the date on the payment to a future date when it should be automatically charged.

  • Change the card used for this payment by select the down arrow on Credit Cards.