Payment Errors in Customer Transactions: A Comprehensive Guide

When customer payments fail through a commerce platform, orders aren't recorded and inventory remains unaffected. Here's how to handle various payment errors:

Reviewing Failed Payments

Squarespace Payments:

• Access Failed payments through Finance panel > Payments > Failed
• Shows payments declined after checkout
• Customers need to contact their bank for resolution

Stripe:

• View failed transactions in Payments panel > Stripe > Failed tab
• Displays payments declined after reaching Stripe
• Check transaction status and decline triggers in Stripe dashboard

Failed Recurring Payments

For subscription products, digital products, and donations:

• Payments may fail due to expired payment details or processor changes
• Both merchant and customer receive email notifications
• System attempts three charges over ten days
• Subscription cancels after three failed attempts

Continuous Pricing Plan Failures

For Digital Products with continuous pricing:

• Same handling as subscription payment failures
• Three failed attempts within ten days leads to membership cancellation
• Members lose access to exclusive content

Afterpay/Clearpay Payment Issues

Troubleshooting steps for customers:

1. Update browser and operating system
2. Try different browser (avoid in-app browsers)
3. Use alternative device
4. Provide browser and device details if issues persist

European Strong Authentication

• EEA credit card holders require additional authentication
• Authentication occurs via browser pop-up or banking app
• Failed authentication requires customer to retry and verify with bank

Getting Support

• Squarespace Payments issues: Contact Squarespace support
• Stripe transactions: Contact Stripe directly
• Payment declines: Customers should contact their bank/card provider

This comprehensive approach ensures proper handling of payment errors while maintaining smooth business operations and customer satisfaction.

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