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Automation Rule: Online payment completed with errors

Updated

Automation Rule: Online payment completed with errors

This automation rule sends a notification to a member when their online payment attempt fails or is rejected. It immediately informs the member about the payment problem, provides a reason for the failure, and helps them take the necessary steps to resolve the issue.

  • Proactively Manage Failed Payments: Automatically notify members the moment a payment fails, so issues can be fixed quickly.
  • Provide Clear Explanations: Tell members the specific reason their payment was declined (e.g., "Insufficient Funds," "Card Expired") to reduce confusion.
  • Prevent Future Failures: Inform members if their payment method has been automatically deactivated, prompting them to add a new one.
  • Improve Member Experience: Offer helpful, automated communication instead of letting failed payments become a surprise for your members.

Before You Start

  1. Navigate to PGM -> Automation -> Automation Rules.
  2. Press 'Add automation rule' to create a new rule.
  3. In the pop-up window:
    • Create a unique name for the Automation Centre Rule (e.g., "Failed Payment Notification").
    • Select 'Notification' as the Action.
    • Select 'Online payment completed with errors' from the rule list.
  4. A new configuration window will open where you can set up the notification.
  5. Choose an Action:
    • Email: Send an email to the club member. Enter a 'From Email' and 'From Name'.
    • SMS: Send a text message (cost per SMS applies).
    • Push notification: Send a push notification to members who use the PG App.
  6. In Notification Content, create the notification message that will be sent. Use the tokens below to include specific details about the failed transaction.

Tokens

Use these tokens to personalize your notification with the member's details and specific information about the payment error.

  • [USER_FIRST_NAME]: The member's first name (e.g., "John").
  • [USER_LAST_NAME]: The member's last name (e.g., "Smith").
  • [USER_NAME]: The member's full name (e.g., "John Smith").
  • [USER_EMAIL]: The member's email address.
  • [USER_PHONE_NUMBER]: The member's mobile or primary phone number.
  • [USER_NUMBER]: The member's unique ID number.
  • [USER_NUMBER_QRCODE]: A scannable QR code image of the member's ID number.
  • [USER_HOME_CLUB_NAME]: The name of the member's primary gym location.
  • [PROVIDER]: The online payment service used.
  • [PAYMENT_ID]: The unique transaction ID from the payment provider.
  • [PAYMENT_GATE_PAYMENT_ID]: The internal reference ID for the payment.
  • [PAYMENT_TITLE]: The description of the payment (e.g., "Monthly Membership Dues").
  • [AMOUNT]: The monetary value of the failed payment.
  • [PAYMENT_DATE]: The date the payment failed.
  • [PAYMENT_TIME]: The time the payment failed.
  • [CLUB_EMAIL]: Your club's main email address.
  • [CLUB_PHONE]: Your club's main phone number.
  • [ERROR_CODE]: The technical error code provided by the payment processor.
  • [ERROR_MESSAGE]: The user-friendly reason for the payment failure (e.g., "Insufficient funds").
  • [PAYMENT_SOURCE_DEACTIVATED]: Indicates if the payment method was automatically deactivated after the failure (True/False).
  • [PAYMENT_SOURCE_MASKED]: The last few digits of the card or bank account that was used (e.g., "**** **** **** 1234").

Outputs

Here is an example of an email that could be sent to a member after their payment failed.

Subject: Important: Your payment to [USER_HOME_CLUB_NAME] was unsuccessful

Hi [USER_FIRST_NAME],

We're writing to let you know that your recent payment for "[PAYMENT_TITLE]" could not be processed.

The transaction was declined for the following reason: [ERROR_MESSAGE].

Transaction Details:

  • Amount: [AMOUNT]
  • Payment Method: [PAYMENT_SOURCE_MASKED]
  • Transaction ID: [PAYMENT_ID]

To resolve this, please log in to the member portal to update your payment details or use a different payment method. If you believe this is an error, or if you have any questions, please contact us at [CLUB_PHONE].

Thank you for your prompt attention to this matter.

Sincerely,

The Team at [USER_HOME_CLUB_NAME]

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