How Do I Process Declined Club Package Orders?

Follow Up Club Package Processing

After your club package processes, there will likely be some orders that have a declined payment. You can automatically notify club members by email of their declined credit card by keeping the "Credit Card Failure" Club Email turned on in the club package. The email will notify the club member that their club package didn't process due to a declined credit card and link them to update their card information on their profile. 

To view club members with declined club packages, go to the Step 3: Members tab of the package, and use the filter and select Payment Status = Declined. 

To retry processing the declined orders in the club package, choose 'Process' while the filter for Declined orders is in place. This will retry processing only the orders that you currently have filtered and if the credit card is updated the club package will process and turn into an order.  

How Do I Update an Individual Club Package Credit Card? 

There are a few options to update the credit card on an individual club package.

Membership Section of Admin Panel

To update a club member's credit card and reprocess their club order from the Memberships section of the Admin Panel, search for the club member's name under the Memberships area of the Clubs section. Once you have found the club member and clicked into their membership, navigate to the Shipments tab and choose View for the order with a declined credit card.

Choose Edit for the Club Membership Payment.

If the club member has another credit card on file, you can select the other card to use. Or, add the new credit card information and choose Default Credit Card if this new card will be the card on file for this club membership.

Once the credit card information has been updated, you can retry the shipment by selecting Process Shipment.

Membership Section of POS

To update a club member's credit card and reprocess their club order from the Club Memberships section of the POS, search for the club member's name under the Club Memberships section. Once you have found the club member and clicked into their membership, navigate to the Shipments tab and choose View for the order with a declined credit card.

Choose Edit for the Club Membership Payment.

If the club member has another credit card on file, you can select the other card to use. Or, add the new credit card information and choose Default Credit Card if this new card will be the card on file for this club membership.

Once the credit card information has been updated, you can retry the shipment by selecting Process Shipment.

In the Club Package:

To update a club member's credit card and reprocess their club order individually from the club package, locate the member in Step 3:Members tab of the club package and click on 'Edit Shipment'.

Scroll to the bottom and select 'Edit' under their club membership payment information. 

From here you can add a new card, choose a different card on file for the club member, or edit the existing card. Check off 'Default Credit Card' below if this will be the card used to 

When updating a credit card on file all credit card information is required i.e. Full credit card number, expiry date, CVV code and name on the credit card. Ensure the customer has provided all this information when updating a credit card for them. 

 

Once the credit card information is update, to retry processing their order, choose 'Process Shipment'.

 

If the payment successfully completes, then a "Successfully processed shipment" message will appear.

 

An order number will be created and the order number will be clickable on their club shipment.

 

Tip: Want to proactively know which club members have credit cards that are expiring soon? Build a Club Membership query to identify them for outreach. Learn More