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Issue Processing Invoice Payment

Description

This card reviews how to support retailers with issues processing payments on an invoice. When a payment defaults (fails), this temporarily disables the retailer's checkout and zeros out their net terms

Issue Topic

  • Invoices & payments
  • Invoices & payments::Payment processing::Why their payment failed::Insufficient funds
  • Invoices & payments::Payment processing::Why their payment failed::Invalid/expired card number
  • Invoices & payments::Payment processing::Why their payment failed::Bank declined
  • Invoices & payments::Payment processing::Why their payment failed::Other

Policy

  • Do NOT enter retailer’s payment info: CX cannot submit the payment for the retailer on their behalf. Always educate the retailer on how they can update their payment information themselves in their account
  • Do NOT change payment details: CX cannot alter payment default methods or change payment methods for the retailer. Always educate the retailer on how they can change payment details themselves in their account
  • Do NOT share backend screenshots: CX cannot share screenshots of Admin, Zendesk, JIRA etc. Instead, share screenshots from the frontend (impersonation view) or describe what you see on the backend in words
  • ACH Payment cancellation: Processing ACH payments cannot be canceled once started (this takes 5-7 days)
  • Pre-paid cards not accepted: Faire does not accept or support pre-paid cards for most location, the option to use prepaid card is only available for retailers based in the UK
  • Processing timeline: When paying using ACH payment method it can take up to 5 days for a payment to fully process.
  • Customer asking about failed payment: After the initial failure, we will retry charging the payment method on file up to three more times, every 48 hours (and still let them know that they can change the payment method used). This process is automated - CX should reiterate this, and how to change the payment method.
  • Over 7 days since last failed payment: If its been more than 7 days since the last failed payment, we can escalate the ticket to Recovery, following the triage steps in Escalate to Risk

Triage or Escalation

  • NAM Retailer: This situation should be handled by NAM Retailer experts. For triaging guidelines, visit Triage to NAM Retailer Queue
  • EUR Retailer: This situation should be handled by EU experts. For triaging guidelines, visit Triage to EU Queue
  • ANZ Retailer: This situation should be handled by ANZ (Australia & New Zealand) experts. For triaging guidelines, visitTriage to Group

Escalation

If its been more than 7 days since the retailer's last failed payment, we can escalate the ticket to Recovery.

  • Use macro EMAIL::CX TEAM::Triage::Internal triage to Underwriting team
  • This macro updates the following ticket fields:
    • Assign to Verifications/Recovery
    • Set Form to [Faire] Risk Request
    • Set Ticket Form (custom) to [Faire] Risk Request
    • Update Risk Ticket Type to Underwriting


Process

  1. If a retailer is having an issue processing their payment on an invoice, inquiring why their checkout is disabled, or why they can't use their terms, this could be because their payments have failed.
  2. Before opening the retailer account, review the differences between ACH and Card payments and understand how these two payment options work at Faire.
    1. Card payment(Stripe): This payment method will clear the moment the payment has been made and will be the fastest way to pay an invoice.
    2. ACH payment (PLAID_ACH): This payment method can take several days to clear, depending on banking speed. Note: if this payment method is used after a payment has failed, the failed payment will not clear until the ACH payment is FULLY processed. (This can cause blocks in ordering)
      1. Note: If retailer is based outside of NAM, they use Adyen
  3. Search the retailer token in admin to open up the retailer's page

  4. Head over to the payments tab on the retailer admin page
    1. In the payments tab, each payment is listed individually, with details such as:
      1. The date the payment was processed
      2. The brand order associated with the payment
      3. Whether the payment is complete/pending/failed
      4. The payment amount
      5. The method of payment (VISA, Mastercard, etc)

  5. Once you are on the payments tab, review the payments list and find the failed payment.
    1. This can be done by looking for the “FAILED” tag under the State column. (or by searching for the payment tied to the bo_token)
      1. Note: you may see multiple failed payments for the same failed invoice. (this means there were multiple attempts)
      2. Policy - Do NOT share backend screenshots: CX cannot share screenshots of Admin, Zendesk, JIRA etc. Instead, share screenshots from the frontend (impersonation view) or describe what you see on the backend in words
    2. Once the failed payment is found, look to see if there is a completed or processing matching payment and review if it's STRIPE or PLAID_ACH
  6. Once the failed payment is located, click on the failed payments pay token


  7. After clicking on the pay_token you will see the reason why the payment had an issue based on its listed state:
    1. Failed - expired card: the card on file has expired and needs to be updated.
    2. Failed - Funds: a decline due to insufficient funds in the retailer's account.
    3. Failed - Other: can be various things like bad zip code on file or block from their bank's side
    4. Processing: Faire is currently waiting for the banks to fully process the payment.
    5. Completed: Processed and done
  8. Is the card being used a pre-paid card?
    1. No > Continue to the next step
    2. Yes > Inform the retailer that we are currently not accepting pre-paid cards at this time.
      1. Pre-paid cards not accepted policy: Faire does not accept or support pre-paid cards / Pre-paid business cards for retailers outside of the UK
      2. If the retailer is asking how to add a new payment card, use macro: [RETAILER - EMAIL]::Account Settings::Add payment option card
  9. Is there a matching payment paid with ACH and in a state in “PROCESSING”?
    1. No > continue to the next step
    2. Yes > This means the retailer payment won't be marked as paid until the ACH has been processed.
      1. Processing timeline process: When paying using ACH payment method it can take up to 5 business days for a payment to fully process.
        1. Note: Processing times don't impact the retailer's ability to order unless the previous attempt failed
                1. If there has been a failed payment prior to the current processing ACH payment, their checkout will be unavailable until there is a successful payment.
      2. Inform retailer of the timeline and that once an ACH payment is started, there is no way for us to interrupt it. Use the macro EMAIL::RETAILER::Payment menthods::Recovery ACH
      3. Solve ticket
  10. Now that you have confirmed that there is no pending payment on the invoice, head back to the pay_token page for the failed payment reason
    1. Policy - Do NOT share backend screenshots: CX cannot share screenshots of Admin, Zendesk, JIRA etc. Instead, share screenshots from the frontend (impersonation view) or describe what you see on the backend in words
      Screenshot 2024-05-17 at 6.18.15 PM.png
  11. Review the reasons for payment failure below:
    1. Insufficient funds: Use macro: EMAIL::RETAILER::Invoices & Payments::Recovery Payment Failed, Insufficient Funds
    2. Invalid/expired card number: Use macro: EMAIL::RETAILER::Invoices & Payments::Recovery Payment Failed, Invalid/Expired Card
    3. Bank declined the transaction: Use macro: EMAIL::RETAILER::Invoices & Payments::Recovery Payment Failed, Bank Declined
    4. Unspecified reason: Use macro: EMAIL::RETAILER::Invoices & Payments::Recovery Payment Failed, Other
  12. Inform the retailer why the payment failed and guide them appropriately.
    1. Educate them on how they can change their payment method
    2. Using the macro: [RETAILER - EMAIL]::Account Settings::Add payment option card
      1. Policy - Do NOT change payment details: CX cannot alter payment defaults or change payment methods for the retailer. Always educate the retailer on how they can change payment details themselves in their account.
    3. Solve ticket

Macros

  • [RETAILER - EMAIL]::Account Settings::Add payment option card
  • [RETAILER - EMAIL]::Payment::How to Pay Invoices
  • EMAIL::RETAILER::Payment menthods::Recovery ACH

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