To stop continuous declined transactions due to any declined error code belongs to any payment gateway system will check consecutive declines and update the status accordingly for the transaction.
- If there are 3 consecutive declines for a record, then system will mark that record as 'On hold' and from 4th time system will not attempt the transaction for that particular record.
- System will send an email notification to admin and notify all the records that are marked or updated as On Hold.
- A combined email will be sent to admin with list of donors and their respective records that are marked On Hold.
- After 6 failed attempts, system will cancel the master record with remaining recurring transaction records. System will not consider this record in future.
- If master and all remaining recurring transactions are cancelled, system will not allow to update the payment information of that record.
Recurring Execution Status for Admin:
Under Donations > Transactions > Recurring Transactions screen, a new column is added 'Recurring Execution Status'. Below are the details of each status.
-> On going: When recurring is successfully executing.
-> On Hold: If system attempted 3 or more failed attempts the status will become On Hold which means recurring transaction is not attempted.
-> System Cancelled: If master record and all remaining recurring transaction records are cancelled by the system.
-> User Cancelled: If master record and all remaining recurring transaction records are manually cancelled by the user.
Admin can send email to donor to update payment information:
Go to Donations > Transactions > Recurring Transactions screen.
Select the required donor.
Click on 3 dots > click on 'Send update payment info email'
This option will not be visible if recurring transaction status is 'Cancelled'.
Please refer the below article for further information which can be updated:
Donor will get the link in the email to update the payment information.
Admin can reprocess the declined recurring transactions by following steps as mentioned in below help article:
Note: If email address of the admin is entered in
the Settings > Receipt settings > Enable “Allow send declined transaction
email” > update the admin’s email address in the CC email address field.
