Handling Failed Payments

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Overview

Reduce the time spent managing payment issues with a central dashboard that highlights failed payments, tracks collection progress and improves visibility across your club.

The Problem Payments area in the club admin dashboard brings together all failed and cancelled payments into one central location, making it easier than ever to stay on top of outstanding issues.

Problem Payments dashboard

The Problem Payments page is located in the Shop and Payments area of the club admin dashboard and is available 

Step-by-step guide:

• Go to your club admin dashboard
• Click 'Shop and Payments' in the left-menu
• Click 'Problem Payments' in the sub-menu

A list of failed/cancelled payments will show on the page including the following details:

• Date/time the payment was expected
• Paid for and paid by names
• Product and variant names
• Number of payments completed for the member's assignment and the number of payments expected to be completed (to date)
• Price of the failed payment
• Status; Failed or Cancelled

Email notifications

To help clubs stay proactive, Webmasters can now subscribe to automated reports (daily, weeklyor monthly) from the Problem Payments page.

Step-by-step guide:

• Go to your club admin dashboard
• Click 'Shop and Payments' in the left-menu
• Click 'Problem Payments' in the sub-menu
• Click 'Email notification' towards the top of the page
• Select the report cadence; daily, weekly, monthly
• Click 'Save'

Confirmed Webmasters with access to the Shop and Payments area will receive the report email.

Stripe and GoCardless

It is important to know what the payment provider is doing behind-the-scenes) to collect payments from members, including payments that have initially failed.

Stripe Connect Express accounts have an out-of-box retry schedule enabled, while GoCardless and Stripe (legacy) accounts can be customised by the club (though retries may not be enabled by default).

Stripe Connect Express

For clubs collecting payments via Stripe Connect Express (SCE), Stripe will make 8 attempts to collect a member's instalment/recurring payment (except for the first payment for the instalment/subscription which needs to be collected within 24 hours of the member's purchase).

In practice, this has an 80% success rate of collecting the payment from the member.

The retry schedule is enabled on all SCE accounts within the Pitchero network.

GoCardless

For clubs collecting payments via GoCardless, the retry schedule is based on the club's GoCardless settings. We advise the club to check the GoCardless dashboard or contact GoCardless directly for assistance.

Stripe (legacy)

For clubs collecting payments via Stripe Standard (legacy), the retry schedule is based on the club's Stripe settings. We advise the club to check the Stripe dashboard or contact Stripe directly for assistance.

Troubleshooting

This section covers common troubleshooting queries:

• Unable to access the Shop and Payments area of the club admin dashboard.
  • To access the section, you need to have the Webmaster role with access to the Shop and payments section. Team Admins are not able to access this section without also having the Webmaster role with access to the section.
  • If you have the Webmaster role with access to the Shop and payments section, check that you are logged into the correct account on Pitchero. You can also try reloading the page in your browser, using a different browser, device or network connection.

Related articles

Thanks for taking a look at this article, we hope you found it useful.

You may also find these related articles of interest too:

• Adding products
• Track payments made by members
• Payment statuses
• Refunding a member's payment