Process suspended instalment orders

A recurring order is Suspended when its latest payment was hard-declined. A hard decline is a permanent problem with the card, such as a closed account. You can't retry it: the customer must update their card.

To list suspended orders, open Orders, click Filters, select Status › Suspended, and click Apply. Suspended orders have a red square icon. To see only instalments, also select Type › Instalment.

Status flow for suspended orders

BillPro emails the customer that their payment was declined and they must update their card.

While an order is Suspended, BillPro collects no billing events. Later instalments become overdue.

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Card updates

When the card is updated, BillPro collects the declined billing event, then every overdue one. Manage billing events before you update the card.

After the card is updated, the instalment order becomes:

• Active if payments are up to date but the full amount isn't collected yet.
• Complete if the full amount is paid and every billing event is collected.
• Review if more than the full amount was collected.

To stop a suspended order instead, mark it as Complete.

flowchart TB
  Active -->|Hard decline| Suspended
  Suspended -->|"Card updated:
  payments up to date"| Active
  Suspended -->|"Card updated:
  everything collected"| Complete
  Suspended -->|"Card updated:
  collected too much"| Review
  Suspended -->|Mark as Complete| Complete

Manage a suspended order

1. Open the order. A red banner shows problems with the card, such as The payment card added to this order has expired.

   

2. Open the Billing Events tab. The hard-declined billing event has a red square in Status.

3. For the reason, expand it and click the Transaction Unique ID. Check the Result section. For an expired card, the Result Code is 100.100.303. See Declined transactions.

   

4. Add up the declined and overdue billing events. Then manage them. See Manage billing events.

   • Reschedule a billing event to a later date, and change the amount if needed. It becomes Scheduled.
   • Merge several billing events to change their date and amount.
   • Skip billing events to not collect them. To stop the order, mark it as Complete.

   

   

5. Open the Cards tab and update the card. BillPro merges all declined and overdue billing events and collects them straight away.

   • Select another saved card, under Registered Cards.
   • Click Add Card to take a new card by phone.
   • Click Request Card Update to email the customer a link.

   See Update cards.