Process rejected orders

A Draft or Pending order becomes Rejected when its initial payment by phone is declined. This covers the virtual terminal, with or without 3DS verification.

The initial payment can be:

• The full amount of a single payment order
• A pre-authorisation on the card, for a single payment order with Pre-authorise on
• The initial payment, deposit or card registration of an instalment, subscription or metered order

BillPro doesn't retry initial payments automatically.

To list rejected orders, open Orders, click Filters, select Status › Rejected, and click Apply. Rejected orders have a red cross icon.

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Orders report

The Orders report also lists rejected orders. See Orders report.

Workflow for rejected orders

• A payment link on a rejected order uses the e-commerce channel with 3DS verification.
• When the payment or card registration is approved, the order becomes Active. A single payment becomes Complete.
• You can also cancel a rejected order.

flowchart TB
  Draft -->|Phone payment declined| Rejected
  Pending -->|Phone payment declined| Rejected
  Rejected -->|Payment link sent| Pending
  Rejected -->|"Payment or card registration approved:
  recurring order or pre-authorised single payment"| Active
  Rejected -->|Single payment approved| Complete
  Active -->|"Pre-authorisation
  captured or reversed"| Complete
  Rejected -->|Cancel| Cancelled

Manage a rejected order

1. Open the Order Summary of the rejected order.

   

2. To see what happened, open the Order Logs tab. The log shows the declined payment and the gateway's response.

   

3. For the full response, open the Billing Events tab, expand the payment, and click its Transaction Unique ID. See Declined transactions.

4. To try again, click Retry Payment. The Payment Details page opens.

   • If the payment was declined because Strong Customer Authentication was required, turn on 3DS Verified and enter the card details again.
   • Or send the customer a link: click Email Link, SMS Link or URL and QR.

When the payment or card registration is approved, a recurring order or a pre-authorised single payment becomes Active. A single payment debit becomes Complete.