Customer payments can fail for various reasons, from incorrect information to fraud prevention measures. When a payment fails, the order isn't registered and doesn't affect inventory. Here's what you need to know about handling failed payments.

Reviewing Failed Payments

To check failed Squarespace Payments:

• Go to Finance panel
• Select Payments
• Click Failed

For Stripe payments:

• Access Payments panel
• Navigate to Stripe
• View the Failures tab

Check Stripe's payment activity page for decline reasons under the Status section and Card details.

Recurring Payment Failures

For subscription products, digital products, and donations:

• Failed payments trigger email notifications to both merchant and customer
• Customers receive a link to update billing information
• System attempts charge three times over ten days
• Subscription cancels after three failed attempts

Digital Products with Ongoing Pricing

• Automatic charges for renewals or installments
• Three failed attempts within ten days leads to membership cancellation
• Members lose access to gated content upon cancellation

Afterpay/Clearpay Issues

If payment fails, customers should:

• Update browser and operating system
• Try different browser (avoid in-app browsers)
• Use alternative device
• Check for "Uncaptured" status in Stripe dashboard

European Customer Authentication

EEA customers may need additional authentication:

• Extra verification step during checkout
• Authentication through bank app or browser pop-up
• Failed transactions require customer to retry with proper bank verification

Assistance Resources

For payment issues:

• Squarespace Payments: Contact Squarespace support
• Stripe transactions: Contact Stripe directly
• Customers should contact their bank for card-related issues

Related Articles

Previous Articles