cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Level 1

Recurring payment, Customer credit card declined

Greetings,

 

My scheduled recurring transaction was failed because of customers credit card status -declined. Customer gave his approve for monthly payments. Can you please explain me why this happened, and who's fault ? If Customer did not approved that, I need to understand and ask him why? OR this is system error or problem. Thank you in advance, appreciate any help! 

 

 

Best regards, 

Vladimir Palii

9 Comments
Highlighted
Moderator

Recurring payment, Customer credit card declined

Hi there, @paliivladimir.

 

Thanks for joining the Community. I'd be happy to help get you pointed in the right direction so that you can process the credit card transaction. 

 

There are multiple possible reasons why a card may be declined. Let me share some of them: 

The following article contains more information about this: Why is my customer's card declined?

 

For additional help, I recommend calling our QuickBooks Payments Team. They have the tools to pull up your account in a secure environment and can further assist you in reprocessing the payment.

 

For additional reference, I've attached some articles about credit card payment: 

That should get you back on track.

 

I'm just a post away if you have any other questions about recurring credit card payment or about QuickBooks Online. I'll be happy to help you out. 

Highlighted
Level 1

Recurring payment, Customer credit card declined

Will a declined recurring charge automatically try to charge the card again or do I need to manually charge the card after speaking with the client?

Highlighted
QuickBooks Team

Recurring payment, Customer credit card declined

Hello, @Admin2016.

 

Yes, QuickBooks will attempt to charge your customer within 24 hrs when a recurring payment is declined. Let's ensure that your customer's credit card information is updated.

 

Here's how:

  1. Go to Sales menu.
  2. Select Customers.
  3. Select a customer in the Customer page.
  4. Click on Edit. If you can't see the Edit button, you need to set up the credit card payment methods in the Payment List.
  5. Click on Payment and Billing under the Customer information.
  6. Select the current card number below the Preferred payment method line.
  7. Select the + Add link in the upper right.
  8. Enter the new card information, then select Save. 

Once completed, you can only view the last 4 digits of the card number. You can visit this article for additional reference: Edit a customer's credit card information.

 

If you're still unable to automatically process your payments, you can contact your customer and ask for another credit card details. Also, you can enter a manual payment.

 

Meanwhile, I've got this article for more detailed insights on the different reasons why your customer's credit card may be declined: Why is my customer's card declined?

 

Feel free to leave your comments below if you have other questions.

Highlighted
Level 1

Recurring payment, Customer credit card declined

How do we know if Quickbooks attempted to recharge a client 24 hours after it was declined? I'm not seeing anything that would indicate the 2nd attempt on my end.

Highlighted
Content Leader

Recurring payment, Customer credit card declined

Thanks for following up on this thread, paliivladimir.

 

I'd like to provide some additional info regarding a payment that was declined.

 

There have been a few changes and updates made when it comes to action dealing with declined payments. If a client's payment is declined, I recommend re-billing them and manually attempting to re-charge.

 

Feel free to reach back out to me here if you have any other questions.

Highlighted
Level 1

Recurring payment, Customer credit card declined

How do you manually recharge them with the credit card on file?

Highlighted
Moderator

Recurring payment, Customer credit card declined

Hello UCT,

 

When a recurring payment was declined, QuickBooks will attempt to charge your customer within 24 hours. If you've updated the client's credit card information beyond that time, you'll need to:

  1. Delete and recreate the invoice.
  2. Send it to your client so they can pay the invoice.

Necessary articles related to paying invoices were already provided on the earlier responses. You can browse them if you have clarifications about the process.

 

Please know that we're here if you have additional queries. Have a great day!

Highlighted
Level 1

Recurring payment, Customer credit card declined

What is the difference between N/A declined, vs Transaction number and declined?

Highlighted
QuickBooks Team

Recurring payment, Customer credit card declined

Thanks for joining the thread here in the Community, @cdec1029.

 

I'm here to share some information about declined payments for Merchant Services transactions in QuickBooks Online (QBO). 

 

First off, the transaction will show as N/A declined if the transaction number is missing or having other issues. For more information why a credit card payment is declined, please refer to this article: Why do customer payments are declined?.

 

On the other hand, if the transaction will show as Transaction number and declined (e.g. Invoice number 123 declined), it means you'll need to specify the status of the transaction. The examples are funded, pending, declined, etc.

 

For you to get detailed information about the status of your transactions, It'd be best getting in touch with our Merchant Service Team. This team is the best resource for such inquiries, as they're able to get the account information to pull up your company file. This way, they can share sensitive information securely, while this is a public forum. Once they have this information, they'll be able to further assist you with explaining the different statuses of your transactions to get you back to working order. Here's a site you can visit to contact them: How to Contact Merchant Service Team?. It includes the phone number, support hours and other info that can help you achieve this.

 

Also, I'll be adding adding these handy articles about managing payments in QuickBooks Online. Feel free to read through them for more information:

 

 

Count me in if you have more questions with QBO payments. I'll be around in the Community to lend you a helping hand. Stay safe and have a great day, @cdec1029.

Need to get in touch?

Contact us