Process rejected orders

An order is Rejected when an initial payment or card registration submitted through the virtual terminal was declined. So this status applies to phone orders, with or without 3DS verification.

The declined transaction could be a pre-authorisation to register a card for a future instalment or subscription or pay-per-use payment, or it can be an initial payment or deposit amount, or the full amount of a single payment order. BillPro does not automatically retry initial payments.

In the Orders list, a rejected order is marked with the rejected symbol, which is a red exclamation mark in a hexagon symbol. To display these orders, in Filters, for Status, select Rejected and apply the filter.

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Orders report

The Orders report also gives details of rejected orders. For a full description of this report, see Orders report

Workflow for rejected orders

The following diagram shows how orders become Rejected when the initial payment from the virtual terminal is declined. And the actions you can take from this order status to move to another order status.

If you send a payment link for a Rejected order, then the order status becomes Pending, and BillPro moves the order to the ecommerce channel with 3DS verification. If an initial transaction with a payment link is declined, then the order status remains Pending.

When the customer successfully makes a payment or registers a card, then the order will move to one of the Live statuses, with an Active status or a Complete status (if the full amount of the order has been paid).

Or, finally, you can cancel a rejected order.

Manage rejected orders

To manage rejected orders, do these steps.

1. To display the events related to the failed transaction, from the Order Summary, open the Order Log.

   

2. To display the full transaction details, go to Related Transactions at the bottom of the page and click on the TRANSACTION UNIQUE ID.

   

   1. The Transaction Details pop-up includes information about the acquirer and the declined transaction, which will vary according to the acquirer and the payment gateway. See Display related transactions for an order.

3. If the initial payment or card registration was declined, you can retry it. In the Order Summary, from the gear options menu, select Submit payment or Retry payment.

   

   1. For a phone payment, if the payment was declined because Strong Customer Authentication was required, but you did not select 3DS Required, select it now and enter the card details again, or send a payment link.

4. To send a link to request a payment or card registration, click Email Payment Link, SMS Payment Link or Display URL and QR Code. When you send the link, the rejected order becomes a Pending order.

When the initial payment or card registration is approved, the order becomes Active for recurring payment orders, or Completed for single payment orders.