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

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.

Direct Debit/ ACH payment failures 

Direct Debit and ACH payment failures are uncommon, but it is essential to investigate them whenever they occur. The root cause may often be something straightforward, such as incorrect bank details provided by the customer. Given the potential for these issues, automatic retries for Direct Debit and ACH payments are not available. Consequently, any failure in these payment methods will result in an immediate suspension of the Auto Payment feature.

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

If the issue has been resolved and the Auto Payment feature is enabled, the system will not automatically retry the failed transaction as a precautionary measure.

After confirming with your customer that the issue is resolved—for example, the customer notifies you that funds are now available for the Direct Debit/ACH—you should locate the failed transaction in Cloud Depot and delete it. The platform is intentionally designed not to automatically retry failed Direct Debit/ACH transactions, so removing the failed entry is necessary to release the associated invoice(s).

 

To delete a failed transaction

Find the failed transaction and select ‘Delete Transaction.’ This action will unlock the invoices linked to the transaction, allowing Auto Payment to process them during the next billing cycle.