Resubmitting failed automatic payments

Membership Training Fundraising Training

An automatic payment can fail for a variety of reasons:

• Wrong payment details were entered
• Credit card is expired

Note: Invoices tied to expired cards fail after only one payment attempt. To catch credit cards before they expire, email contacts from the Expiring cards tab on the AutoPay dashboards and request that they update their credit card information before their card expires. Failed invoices related to expired cards are listed on the Pending invoices tab (Membership/Fundraising > Automatic payments > Dashboard).

• Credit card was over charged
• Insufficient funds
• Member or donor blocked the payment

In the event that an automatic payment has failed three times, you can do any of the following:

• Update the payment method and resubmit the invoice for payment
• Have the member or donor manually pay the invoice
• Cancel the recurring payment altogether

Resubmitting a failed invoice

Before you regenerate a failed invoice, you or the contact must update the existing payment method or add a new payment method. See Changing the payment method for AutoPay enrollments for more information.

After the payment method is updated, do the following to resubmit the AutoPay invoice for payment:

1. Go to Membership or Fundraising > Automatic payments > Process payments.
2. Select the Submit invoices tab.
3. Review the list of invoices, then click Submit invoices for payment.

Contacting members or donors for manual payment of invoices

If an AutoPay invoice payment has failed three times and is no longer available for submission, you can contact the member or donor and ask them to manually pay their invoice.

Do the following to contact a member or donor by email:

1. Go to Membership or Fundraising > Automatic Payments > Dashboard.
2. Select the Failed payments tab.
3. Click Email.
4. In the email, include the following:
   • A reason for why you are contacting them
   • A link to where they can manually pay their invoice
   • A link to where they can update their payment method or add a new payment method for the next pay cycle
5. Send the email.

In lieu of emailing contacts, you can call contacts and request a current payment method over the phone.

Cancelling a recurring enrollment

To cancel a recurring enrollment altogether, do the following:

1. As a staff user, go to the member or donor's account page.
2. Do one of the following:
   • For membership enrollments: Click the Participation tab.
   • For donation enrollments: Click the Giving tab.
3. Select View membership or View donation.
4. Select Cancelled from the Status drop-down.
5. Enter a Reason for cancellation.
6. Click Save.

A Cancelled on date will display with the current date of the cancellation; this date cannot be overwritten. The name of the staff user who modified the enrollment will be automatically added to the Updated by field.

For more information see Viewing and cancelling AutoPay enrollments.

Note: Cancelled automatic payment enrollments cannot be reactivated. When an enrollment is cancelled the Amount, Payment option, and Status fields are greyed out.