Update cards

This page describes how to update cards for customers in their orders.

If a customer gets in touch because they have a new card, or one of their existing cards was lost or stolen, you can send a card update notification or enter card details over the phone, as described on this page.

You must update a card separately in each order. After updating a card in an order, BillPro stores the card token in the customer's Wallet and you or the customer can select the new card in the other orders.

Customers can update their own cards by using payment links in email notifications, and this is the recommended approach. BillPro automatically sends notifications when cards are expiring and expired, and when payments are declined. The payment links open a 3D-secure checkout where customers can safely enter their card details and pay any outstanding amount. See Notifications.

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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.

Update a card

To manage a card update for a customer, do these steps.

1. Ask the customer to update their card using the link in a previous email notification. If this is not possible, do the following steps to update the card.

2. Go to Customers and select or filter the customer.

3. Click on the customer to 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.

      

      
      

4. For each order, do the steps in this section to manage declined or overdue billing events. The main reason for this is when you update the card, BillPro will collect the total outstanding amount.

   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.

      

5. Update the card. In the Order Summary, select Cards from the gear button options menu. From the Registered Cards pop-up, you can choose from 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.
   • 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 to check the card is still valid before attaching the card to the order.

     

     
     

6. For any other orders in the related orders list, go to Cards and select the new card.

After you update a card, BillPro updates the card and the order status. Refresh the Order Summary page and check that the information displayed is correct.