Update a card and collect payments

In general, customers should be able to manage their own cards in the order portal. This section describes how to manually update cards in the BillPro user interface. You would most likely do this when you are in contact with the customer. For example, when a customer asks you to add or update a card over the phone.

When a card is expiring or expired, or a payment is declined, BillPro sends the customer an email notification. The email contains a payment link. The customer can click the payment link to open the order portal and replace or update their card. After a billing event is declined, the order will have a failed or suspended status. To reactivate the order in the order portal, the customer must update their card. If the order has a Failed status, you can also retry the existing card in the BillPro UI. See Retry declined billing events.

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Automatic collection

When you update a card, BillPro will merge all declined and overdue payments and charge them.

Manage a card update in BillPro

Before you begin:

1. You will need an order with a card that is expiring or a transaction that was declined. If it was hard-declined, the order has a Suspended status. If it was soft-declined, the order has a Failed status.

Steps:

1. In the navigation bar, select Orders to open the Orders list. You can filter the list to display a specific order. For example, we filtered by text in the customer name with a value of Jane Smith.
2. Find an order with a Failed status or a Suspended status.
3. Click on the CUSTOMER name or the order ID to open the Order Summary.
4. Go to the gear options button, and from the menu, select Cards.
5. From the Card Registration pop-up, you can
   1. Click Request Card Update to send the customer an email for them to update their card in the order portal; or
   2. Click Add Card to enter a card in the virtual terminal over the phone; or
   3. Select another card that the customer already registered.

After you update the card, check that the card is updated in the order and that the payment was successfully collected.

If the customer had more orders with the old card, then you should check that the card is updated in all the orders. See Update cards.