Introduction
If your club members have experienced issues with GoCardless payment processing, this article is for you. Check the description below, identify the issue you are dealing with and follow the instruction to find the right solution. To find more information on GoCardless, see this article.
Instruction
What are the most common issues while using GoCardless?
1. Payment has been rejected
This is one of the most common issues while payment processing. When the card payment has been refused, it is important to be able to read the rejection codes. The explanations of the individual codes come directly from the payment provider. Understanding the individual rejection codes will allow you to thoroughly explain to the club member what has happened and to find possible solution.
1. Check GoCardless refusal codes to identify the issue - you can find them here.
2. Go to the PGM-> Finance -> Electronic Payments ->Direct debit and check the refusal reason. You may also go to the PGM -> Clients -> Club Members -> and see the "Notes" tab in the new Member’s Profile.
3. Now, you may explain your club member the reason for payment rejection and seek alternative solution, i.e. changing payment method.
4. Also, see the information below to get more details:
- If the payment was not successful because of the insufficient funds on club member's bank account, GoCardless will proceed with automatic retries. Usually, there will be three retries.
- GoCardless is using recurring payment intelligence to schedule payment retries on the optimal day for each club member.
- PerfectGym allows to control the number of payment retries a club member had via Direct Debit reports.
- PerfectGym currently is not able to send any automated communication regarding retries, as it’s fully based on GoCardless mechanism.
- During retry, member’s status in PerfectGym is still „Waiting for payment”.
- In case of unsuccessful collection (after re-try), member’s status in PerfectGym is „Debt”.
PerfectGym allows for sending automated e-mail/SMS to members with unsuccessful payment. See: PGM -> Automation Center event -> Online payment has been completed with errors.