Declined Cards
Common reasons for card declines and solutions:
- Insufficient Funds: Customer needs to use a different card
- Incorrect Card Info: Verify card number, expiration, and CVV
- Bank Fraud Alert: Customer should contact their bank
- Expired Card: Request updated card information
- Address Mismatch: Verify billing address matches card
Payment Failures
If payments fail to process:
- Check your internet connection
- Verify payment gateway is connected
- Ensure payment gateway credentials are current
- Try processing the payment again
- Check payment gateway status page
- Contact support if issue persists
Missing Payments
If a payment was processed but not showing:
- Allow 24-48 hours for payment to appear
- Check your payment gateway dashboard
- Verify the payment wasn't refunded
- Look for the transaction in payment reports
- Force a sync with your payment processor
- Contact support with transaction ID
Processing Refunds
How to issue refunds:
- Go to the payment record in the invoice
- Click "Refund" button
- Enter refund amount (full or partial)
- Add reason for refund
- Confirm the refund
- Customer receives refund in 5-10 business days