Addressing Failed Auto-Payments
When a customer is using Auto-Pay, a payment may occasionally fail, for example if their card has expired or if their account has insufficient funds.
When a scheduled payment fails, Podium will automatically resubmit the payment two more times (2 days later and 6 days later). If both retries fail, we’ll send a payment link to the customer so they can manually update their billing information.
If the customer saves a new card, this card will be charged automatically for the remainder of their payments. If they don’t save a card, the remainder of their payments will be sent as payment request links.)
Understanding Decline Codes
You can make sure you’re being paid in a timely manner by monitoring the Payment Activity report. Each payment in the table will be assigned one of these statuses.
| Status | Description |
|---|---|
| Payment request has been sent. | |
| Refund has been issued. | |
| Payment request has been canceled. | |
| The expiration date on the payment request has passed. | |
| Customer attempted to pay their balance but the payment was unsuccessful. | |
| Payment request has been paid or marked as paid. |
If a request was unsuccessful, you can see the code that explains why the payment was declined.
To view the decline code for a payment:
- Go to Payments.
- Click All Statuses and select Failed.
- Click on the payment request.
- Go to Activity to see why the payment failed.
To learn about a specific decline code, refer to Stripe help documentation. Once you understand the issue, you can reach out to the customer. For example, a common issue might be an expired credit card. You can let the customer know that they need to update the saved card they’re using.