The recharge settings in ONTRAPORT automate the process of dealing with refused transactions.
Declined Card Sequence
A Declined Card Sequence is a basic Step Sequence that notifies a customer via email when a transaction fails because of a card decline. The email message you create for this sequence is generally simple (e.g., "Whoops! It looks like our most recent attempt to charge your card was unsuccessful.").
An efficient way to retrieve the new card information from the customer (without having to call them) would be to also include a link within the email that takes them to a secure landing page containing an Order Form. This Order Form will have a $0.00 product attached to it, for the purpose of collecting the new/updated CC information from the customer.
Retry Transactions in Collections
The first section gives you the ability to choose the frequency of the recharges, as well as how long the system will attempt recharging for. Once the number of days allowed for recharging (90 days by default) the transaction status will change from collections to declined/write-off. This means that you will no longer be able to attempt to collect the funds from that particular transaction.
First Time Failure
The second section is where you can set up a Rule for the first time the transaction declines. In the screenshot, I chose to create a Rule assigning this client to the Declined Card Sequence I created. With this Rule, the customer receives an email from me immediately, directing them to the $0 Order Form where new/updated CC info can be entered. If you would like this Rule to be run on a specific product, you can use the condition ‘Transaction Contains Product’ in order to specify the product.
The third section is to create a Rule that runs every time a card is declined after the first attempt to run the card. In the screenshot, I have created a Rule which sends the customer an email letting them know that we have attempted to collect a balance from them more than once.
The fourth section is a Rule that runs on the final attempt of the recharge cycle that you determined in the first section. In my example, I set up the following actions to happen. First, all declined charges for that customer will be recharged one final time, and an email will be sent to the customer notifying them of this final attempt to charge their credit card. This is also a good place to remove them from any memberships they may be subscribed to, as your repeated attempts to recharge their card have been unsuccessful.
The Rule in the final section will only be run if an attempt to recharge the card in question is successful. I've elected to remove my customer from the decline Sequence, restore membership access and give them a tag defining them as No Longer Declined.
For more information visit these Knowledge Base articles:
We also have in-app training on this. Check out our ONTRAPORT Project on Recharge Settings here.