Handling Failed Customer Payments on Squarespace
TL;DR:
- Payments can fail due to incorrect details or fraud prevention
- Check failed payments via the Finance panel on Squarespace
- Recurring payment failures happen when card details expire or plans change
- Afterpay or Clearpay issues are managed through Stripe's dashboard
- Strong Customer Authentication may affect EU transactions
When a customer's payment fails on Squarespace, it won't affect your inventory since the order doesn't register. You can monitor these incidents through your Squarespace account.
Here's how to check failed payments:
- Open the Finance panel
- Select 'Payments'
- Click on 'Failed' to see the list of declined payments
The customer should contact their bank to handle any payment issues that arise during checkout.
Recurring Payment Failures
For subscription services or donations where payments occur regularly, payment failure can occur if payment details expire or if there's a change in your payment processor. If you switch to a plan that doesn't support subscriptions, payments will fail.
Both you and your customers receive notifications to update billing information after a failed transaction. The system retries the payment twice more within ten days, and if unsuccessful, it cancels the subscription.
Regularly remind your customers to update their payment information to avoid service interruptions.
Issues with Afterpay or Clearpay
Transactions via Afterpay or Clearpay that fail to capture can be managed in your Stripe dashboard. If payments remain uncaptured, check for an 'Uncaptured' status in your Stripe account. These can be cancelled manually or will auto-cancel after 14 days.
Encourage customers experiencing issues to:
- Update their browser or device OS
- Avoid in-app browsers such as those on Instagram or TikTok
- Switch devices if payment issues persist
Strong Customer Authentication (SCA)
For customers within the EEA, an extra layer of security during checkout may require them to approve the transaction. If the transaction isn't authenticated, it will not proceed.
Make sure customers are aware of the SCA requirements to minimize disruptions during the payment process.
FAQs
How do I find failed payments in Squarespace?
Open the Finance panel, click 'Payments', then select 'Failed'.
What should I do if a recurring payment fails?
Check the emails sent to you and the customer for instructions on updating payment info. The system will make two more attempts within ten days.
How can I resolve an uncaptured Afterpay or Clearpay payment?
View the transaction in your Stripe dashboard and either cancel it or wait for an auto-cancellation.
Jargon Buster
Squarespace Payments: An integrated service on Squarespace that processes online transactions.
Recurring Payments: Payments scheduled to occur automatically at regular intervals.
Strong Customer Authentication: Additional security step mandated within the EEA for verifying online transactions to reduce fraud.
Wrap-up
Handling failed payments requires understanding the tools and processes provided by Squarespace. By staying proactive about potential payment issues, from recurring payments to new EU security measures, you ensure smoother transactions for your customers and fewer headaches for your business. Create a clear action plan and communicate regularly with your customers to maintain seamless service and compliance.
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