Process suspended instalment orders

An order with recurring payments has a Suspended status if the most recent payment was declined with a hard-decline reason code. Hard-declines are caused by a permanent condition affecting the card (such as the account being closed), so you cannot retry these payments.

In the Orders list, a Suspended order is marked with a dark grey square inside a circle. To display suspended instalment orders, in Filters, for Status, select Suspended and for the Type, select Instalment, and apply the filter.

Status flow for suspended orders

The following diagram shows the workflows for processing suspended orders in BillPro. BillPro marks an instalment order as Suspended when a billing event is hard-declined. When an order is Suspended, BillPro does not try to collect any billing events. To make the order Active again, you must contact the customer to update the card.

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Card updates

When the customer updates their card details, BillPro will merge any failed billing and overdue billing events, and collect them immediately, so manage billing events before you update the card!

For metered orders, BillPro automatically collects failed billing events that were scheduled. It does not automatically collect declined payments that were originally submitted with the virtual terminal or a payment link.

After you update a card, the status of the instalment order is as follows.

• Active if all the payments are up-to-date, but the full amount has not been collected.
• Complete if the full amount has been paid, and all the billing events have been collected.
• Review if more than the full amount has been paid or more instalments have been collected.

To cancel a Suspended order, you can mark the order as Complete.

Manage suspended orders

To manage suspended instalment orders, do these steps.

1. In the Order Summary, check for a notification, such as The credit card added to this order has expired.

2. Check the Related transactions section. Declined billing events are debit (DB) transactions that are marked with a red flag.

   

3. For more details of why a payment was hard-declined, click on the TRANSACTION UNIQUE ID. The Transaction Details pop-up. Check the Result section, including the description fields, and codes.

   1. For example, for Mastercard, a hard-declined transaction has a merchant advice code of 03.

      

   2. An for example, for an expired Visa card, there is a Result Code of 100.100.303.

      

4. From the gear options, select Payments. The Scheduled Payments pop-up displays the billing events. For the STATUS, hard-declined billing events have a red exclamation mark in a hexagon. Here you can add up the total of declined and overdue billing events. When the customer updates their card details, BillPro will merge all declined billing and overdue billing events, and collect this amount immediately.

4. Manage failed billing events as required. For full details, see Manage billing events.

   1. Reschedule a single billing event, to move it to a future date, and adjust the amount. It will now have the Scheduled status.

      

   2. Merge (multiple) billing events, to change their collection date and adjust the amount.

   3. Skip billing events to not collect them. To not collect any more billing events, you can also cancel the order by marking it as Complete.

5. In the Order Summary, go to the gear options menu, and select Cards. The Registered Cards pop-up opens. When the customer updates their card details, BillPro will merge all declined billing and overdue billing events and collect them immediately. From the Registered Cards pop-up you can do the following actions. See Update cards.

   • Select another card.
   • Update the customer's card details over the phone.
   • Send the customer a link to update their card details.