When a customer responds to a billing issue related to a failed autocharge for a payment plan or an expired credit card, you will need to:
- Add a new credit card
- Update the order or subscription to transition the billing to the new card
Note: If the credit card on file is expired, you can update the expiration date from the Order tab in a contact record. Click on the credit card link to change the expiration date and month.
While viewing the contact record, click on the Order tab.
Click on the name of an order to view it.
Click on the Edit Payment Plan button.
Go to the Autocharge section and select the new credit card from the drop-downs or click on the Add button to enter a new credit card.
Click the Save button to save the payment plan and initiate any past due billing in one of the following ways:
- If the card has not reached the maximum number of autocharge retries, the next autocharge attempt will run all current and past due charges
- If the maximum number of autocharge retries has been reached, you need to manually run the past due charges. All future charges will run automatically using the new card.