Card declined for automatic payment... what does customer need to do?

[PreachersEndFrm]

I run a weekly subscription service so I use recurring invoices and require a card on file/automatic payments.

1) I've been telling customers they need to select the option to put their card on file, but maybe they need to select an option for automatic payments? Why won't square let us see what they see? I sound so unprofessional when I can't describe what they should do, but I don't even know what they are looking at.

2) I've had it happen several times that a customer has her card compromised (presumably elsewhere?) and needs to enter a new card number and reestablish automatic payments. Again... what do I tell the customer to do? I've tried sending a "reminder" on the most recent invoice, which allows them to pay with a new card... but that apparently does not include the option for automatic payments because the automatic payment feature did not work the following week.

[AshleyK]

Hey! Thanks for posting! I want to narrow down a few things, so please let me know how else I can clarify, but I would encourage you to look at this help article on saving a card on file - this article is aimed toward you, the seller, adding the card on file through the Customer Directory, and then creating a recurring invoice that way.

After reading your post, it seems that this will be the best option moving forward so it takes the work off your customers and if there are issues, it's on a page you can see and control. 

Now, if you really want to allow the customer to do it, then you can. I know a lot of sellers who send a practice $1 invoice to themselves just to see what it looks like. If you send it to the same email as the one tied to your account, then you will not be able to do a practice charge. This is meant to deter self-paying.

If you send it to an alternate email as a test, you can view where it shows "Pay invoice" then, under the billing information "Save my card on file with **Business Name."

[PreachersEndFrm]

That was not very helpful at all. Of course I’m using automatic invoicing! Duh. I said as much. But the customer still has to respond to the first invoice to set it up. I *don’t* control everything! Even with automatic invoicing and cards on file. I’ve also attempted to charge cards on file, and those invoices show unpaid until I ask the customer to look in their email and respond to the invoice. I’m not sure if they just have to look at the invoice, or if they have to enter payment info or why it’s not working as expected. none of this is in your instruction documents anywhere and it should be!

[isabelle]

Hey @PreachersEndFrm!

Thanks for replying. Stepping in for @ashc here.

The article in her post goes over the options you have when trying to charge a card on file through an invoice. When creating the invoice, you can select Preview to view what your customer will receive on their end.

You can either prompt your customer to add their card on file via an invoice, by selecting Allow Customer to save a card on file, or you can do this yourself manually. By selecting Allow Customer to save a card on file, it will put the responsibility onto your customer to add their card on file to be charged automatically. If they do not do so, you are correct, they will not be charged automatically and it won't be set up properly. From your posts, it sounds like because your customers aren't able to see where they can add their card for future charges, perhaps you should add their card for them. 

Do you have a way of asking them for their card on file over the phone? And then adding it to their customer profile?

Once the card is added to their customer profile, the following directions show how you can add their card on file to an invoice:

1. Head to the Invoices section of your online Square Dashboard > Create Invoice.
2. Select a customer with a saved card on file.
3. Under Invoice Method, select the card on file you’d like to charge.
4. Select a Frequency and when you’d like to charge the card.
5. Add Items to your invoice, then Charge immediately or Schedule for a future date.

In addition, have they elaborated on what they're seeing on their end? What do they say is happening when they try to add their card on file? 

Let me know, or contact us when you get a chance.

[PreachersEndFrm]

Thanks Isabelle! I had been missing the option to charge their cards immediately when creating an invoice. I got it figured out from your instructions.

[Joe]

Glad Isabelle's post was helpful for you, @PreachersEndFrm! Feel free to reach back out or let us know if anything else comes up.

Cheers!