Update cards

This section describes how customers can update their own cards in the Order Portal and how you can update cards in BillPro.

Customers add or update cards in the order portal

To access the order portal, customers can use the payment links in email notifications. This can be payment links to the checkout for the initial payment or payment links to update cards.

Customers add new cards

Within the order portal, to add a new card to an active order, the customer clicks + Add Payment Method.

BillPro opens the 3D-secure checkout iframe and the customer enters their card details.

After BillPro registers the card, it automatically selects it as the main card for the order.

Customers select another card and remove cards

Customers can also select another card, and remove an unselected card.

Customers update cards for expiry or declined payments

BillPro sends card update emails automatically when cards are expiring, or expired, or when payments are declined. For more details, see Notifications.

In these cases, the customer can only update the card, and the order portal displays a red Update card button.

When customers enter their card details, they will also pay any outstanding amount.

Update a card for a customer

If a customer contacts you when they have a new card or one of their existing cards is invalid, you can send a card update notification with a payment link or enter card details over the phone.

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Automatic collection

When you update a card, BillPro automatically merges and collects all declined and overdue billing events. If you want to make changes to the billing events, do this before you update the card.

To manage a card update for a customer when they contact you, do these steps.

1. Ask the customer to update their card using a payment link from any of the previous email notifications. If this is not possible, do the following steps to update the card.

2. Open the Customer Account.

   1. Find the problematic card in the Wallet. If a card is already expired or hard-declined, check the Deactivated Cards.

   2. Select the card and go to Show Related Orders.

      

      
      

3. For each order, you can do the steps in this section to manage declined or overdue billing events. This is recommended because when you update the card, BillPro will collect the total outstanding amount. To stop this immediate charge, change the due date of a billing event or skip it altogether.

   1. In the list of related orders, click on the ID or Customer Name to open the Order Summary .
   2. From the gear button options menu, select Payments.
   3. You can Merge, Reschedule, or Skip billing events to collect them later or cancel them. See Manage billing events.

      

4. Update the card. In the Order Summary, select Cards from the gear button options menu. From the Registered Cards pop-up, you can do the following steps.

   • To email the customer to request that they update their card, click Request card update. The customer receives the Card update email notification. See Card expiring and expired and update. They can go to the order portal and enter their new card details.
   • To add a new card over the phone, click Add card. BillPro merges any declined and overdue billing events into one new payment. When you enter a card, BillPro collects the merged billing event. If the payment is not completed or it is declined, the new billing event is maintained and you can manage it.

   

   • Select another card to change the order to use a different card. BillPro merges and collects the declined and overdue billing events. If no payment is due, BillPro performs a pre-authorisation of a low-value amount before attaching the card to the order. BillPro will then collect the scheduled payments.

     

     
     

5. For any other orders in the related orders list, go to Cards and select the new card. You must update a card separately in each order.

After you update a card, BillPro updates the card and the order status. If there is no outstanding payment, BillPro will update the order status after the next scheduled payment. In any case, refresh the Order Summary page and check that the information displayed is correct.