Dashboard
Your dashboard displays all failed payments that occurred in the last 7 days.
Selecting the arrow on the Dashboard will lead you to failed payments for the current month to date on the Sales Report (Accrual Basis)
View Failed Payments
Sales Report Action Card
You can access a list of unreconciled failed payments under the Sales Report by applying the Accrual Filter. The Action Card tile displays failed payments that occurred within the last 30 days. To view the payments in detail, follow these steps:
From the main navigation menu select Reports
Choose Financials
Select the Sales Report
Choose the Accrual tab
Select Review on the Action Card
Sales Report Detail Tab
You can access a list of unreconciled failed payments under the Sales Report by applying the Accrual Filter. The Action Card tile displays failed payments that occurred within the last 30 days. To view the payments in detail, follow these steps:
From the main navigation menu select Reports
Choose Financials
Select the Sales Report
Choose the Detail tab
Apply filters to the report
Scroll down to the Status filter at the bottom of the graph
Filter by Failed payments
Action Card Tab
The Action Card tab includes all failed payments over the selected time period.
All failed transactions are listed under this tab, both recurring and non-recurring.
Retry a Failed Payment for a Recurring Plan
You can retry a failed payment outside of the system's scheduled retry period for a recurring plan directly from the client's profile. If the payment does not successfully process after retrying, we suggest reaching out to the client.
Follow these steps to retry a failed payment for a recurring plan:
Navigate to a client's profile
Select the Overview Tab
Scroll down to the Active Plan section
Select the three dots on the top corner of the plan tile
Choose View Details
Select the Retry Payment Now on the left option to retry the payment outside of the system's retry schedule
Credit Card Updates via Widget
When a customer updates their credit card through the widget the following will occur:
When the card is updated by the client the system will attempt to charge the new card right away. The retry is not on the retry cycle and occurs immediately.
If the payment succeeds, then the plan becomes active again and the new card is saved for all upcoming future payments for the recurring plan.
If the payment fails, then the new card will not be saved and the customer will need to try a different card.