How to handle Credit Card & Direct Debit / ACH payment failures

This article explains how to handle Credit Card and Direct Debit / ACH payment failures

Cloud Depot RPS handles credit card payment failures slightly differently to Direct Debit / ACH payment failures.

Credit Card payment failures

Tip: Avoid setting too many retries as each retry can result in additional gateway fees.

When using the Cloud Depot RPS platform, it is common to experience credit card payment failures due to various reasons such as insufficient funds or a cancelled card etc.

In the payment profile section, you have the option to set up auto-retry for failed transactions.

Each time a transaction fails, the customer will receive an automatic email notification, informing them of the payment issue.

If the number of failed payments reaches the retry limit, Auto Payment will be disabled automatically.

What to do once the customer resolves the issue with their card?

Once the customer resolves the issue with their card, you can reactivate Auto Payments in the customer card within RPS. Please keep in mind that if the card fails again, it will not reset to zero attempts and will immediately result in Auto Payments being disabled. Your customer also has the option to manually make a payment in the customer portal, which will be provided to them in the automated email notification.

Sample notification email that your customer will receive in the event of a failed transaction.

Sample notification email that you will receive when their Auto Payment is disabled due to too many failed transactions.

Direct Debit/ ACH payment failures

Note: Direct Debit / ACH payment failures do not have automatic retry options. Any payment failure will result in an immediate disablement of Auto Payments.

Direct Debit / ACH payment failures are relatively rare, but when they occur, they should always be investigated.

Sometimes, the cause could be as simple as the customer providing incorrect bank details. Due to these potential issues, we do not offer automatic retries for Direct Debit / ACH payments. Any failure in these payment methods will immediately disable the Auto Payment system.

What to do once the customer resolves the issue with their Direct Debit / ACH?

If the issue is resolved and the Auto Payment feature is on, the system will not automatically retry the failed transaction as a built-in safety measure. To re-initiate the transaction using Auto Payment, you must first delete the failed transaction in Cloud Depot RPS. This will allow the transaction to be processed again during the next payment cycle.