Overview
If a customer’s credit card has expired or a transaction declines while processing payment, you can update the payment method by following the steps below:
- Select Customers from the main menu
- Search for and select the applicable customer profile
- In Customer Details: Overview, navigate to Payment Information
- Select Payment Method
- Select Add Payment
- Enter the card details, then select Save Changes
Manage Declined Charges
If a charge declines when attempting to process a payment, the charge will appear in the associated contract's Contract Details, in the Payment History section. In these cases, it’s best practice to add a new payment method to the customer's profile or request that the customer contact their bank to approve the transaction.
- Add a new card to the customer profile by following the steps above or
confirm the customer has contacted their bank to approve the charge - In Customer Details, select the Contracts tab
- Select the balance hyperlink next to the applicable contract
- In Contract Details: Billing navigate to the Payment Information
- Observe the Amount Due balance
- Select the dropdown from the Credit Card field
- Select the appropriate credit card
- Select the Charge button to process the payment