Automation - Notifications for failed payments

Introduction

This instruction manual shows you how to create automated E-mail and SMS notifications for failed payments as well as describe when they trigger.

Before you start

The following automation rules are mentioned in this article.

The automation rules are sent out to the payment source owner. 

• Online payment completed with errors - This will send out a notification when a payment from e-payment has failed (This includes online gate, credit card and direct debit transactions). This is a notification only that their payment has errored.
• Payment Rejection Fees Requested - This will send out a notification when a payment has failed via credit card or direct debit transactions, however, will only sent when a rejection fee is added to the contract. This is a notification where a payment gate URL can be added to the message for the club member to pay online.  If your club does not do rejection fees (automatically added via payment provider) this rule will not trigger at all.
  • Within Australian and New Zealand clients (unless otherwise specified) rejection fees are added on when the following rejection code occurs:
    • "InsufficientFunds"
    • "InvalidCreditCard"
    • "InvalidTransaction"
    • "TransactionDeclined"
    • "AuthorityRevokedByPayer"
    • "BankAccountClosed"
    • "LimitsExceeded"
  • It is recommended to use Online payment completed with errors on error messages which will not be triggered by Payment Rejection Fees Requested.
    • "InvalidBankAccountNumber"
    • "ExpiredCreditCard"
    • "PayerDeceased"
    • "InvalidBankAccountBSB"
    • "InvalidPayerContactDetails"
    • "Stolen_Pickupcard"
    • "NotProcessed_PayerInactive"
  • For more information about the rejection codes used in Australia and New Zealand, please refer to the following guide here.
  • You can use also notification Credit card expired - This will send out a notification when a saved as payment source credit card will be expired to prevent missed payments before creating a billing request and inform the user, that he needs to add new payment source to settle the payments.

To design the template, you will need to go to PGM->Automation ->Automation Rules

Press Add automation rule to add a new notification

In Name create a unique name for the automation rule which will briefly describe what the rule is about

In Action this must be set as Notification (to describe what you want to do, send a notification)

In Event this must be set as Online payment completed with errors or Payment Rejection Fees Requested

When this is complete, the second part of the rule reveals itself with more options

Conditions display what conditions need to be met before the rule can run. Leaving this blank will run every time the event happens, will having a condition in there will only run when both the event and that condition is met.

• Match All - This requires all conditions selected to be matching.  Note if you are using the same token, this will match any one.
• Match Any - This requires at least one condition to be matching.  Do not use this with "Does not equal" filters

Action Details describe how the notification is to be sent. 

• E-Mail is through the email channel, you can add in header and footer details to make this personalized.
• SMS is through mobile phone text messaging, please note this is an extra charge per SMS.  If you exceed 154 characters the SMS will be split and probably cause multiple SMS charges per 154 characters sent.  Use this feature where you are going to make money.
• Push Notification is to send notifications through to the PerfectGym Go App, please contact PerfectGym if you want the app enabled, this may be an additional cost.

If you are planning to send out both an SMS and an E-Mail, create these as two separate Automation Centre Rules. Selected options may not

From Email / From Name – Specify which email the notification is coming from. New email address can be set up in PGM->Automation->From email configuration.

Notification Recipient – Will specify if the email is being sent to the User, Parent or Reception.

• 'Users' is available for all notifications, 
• 'Parent' is available for the notification 'Credit card expired' (if the parent pays for transactions related to children's account,
• 'Reception' is available for the notifications: 'Online Payment Completed with errors', 'Online payments has been cancelled' and 'Online payment has been completed' . This will send the notification to the email address set in PGM->Clubs->List of Clubs. Only available for channel 'E-mail

Static Attachments – Add an attachment to the automation. 

Do not send notifications before/after (HH:MM) will allow you what timeframes the notifications will be sent in. If you send it outside of these hours, it will be held until the next time it can be sent.

Delay notification will delay the sending of the notification, this will generate the email first and hold it for that period of time.  The time unit determines if the unit is measured in minutes, hours or days. Not recommended for use with failed payments.

The notification is generated and delayed in a queue, therefore if there is a change during the delay period (even if that makes this notification obsolete), this will not be taken into account, and the original notification generated at the time the event was first triggered will still be sent to the club member.

Send notification not more often than (in days) will prevent the notification from being sent multiple times in the number of days specified.

Press Add content template to create the message you want to send to the club member.

Content template (For Email)

Choose the Language

Create a Subject header

Template (Email only) will allow you to create headers and footers for the email to send

Content - Allows you to create the template content for your notification.  If you want to grab information from the system to make it more personalized (like club member name) use the tabs below the footer.

Using the text editor, you can also create some additional looks to your text using bold, italic, underline, colours and other functions of the text editor tool.

Press Submit to continue.

Content Template (For SMS / Push Notification)

Similar to the email template above, however, you do not need to worry about the template. Just remember with SMS that there is a cost per SMS charge (each SMS consists of 154 characters, so exceeding this will split the message into multiple SMS. Spaces do count as characters)

Editing content

If you need to edit existing content, open up the Automation Centre rule, scroll down to Notification Content and press the edit button as highlighted below.

Hints

If you are using the rule Online payment completed with errors and do not want to send notifications to the club member when they fail a payment on client portal payment gate.  Ensure you have the following condition set up on your Automation Centre rule.

[PAYMENT_TITLE] Not equals Client Portal Sale