How SPARK MINDS Handles Issues Related to Card Payments
In this article, we will explore common issues and solutions related to card payments in the SPARK MINDS system, including failed payments, refund errors, decline message customization, and system-generated notifications.
Payment Processing Issues
Why does a 'closed account' message appear for a failed payment?
The 'closed account' message typically means the credit card company has reported the card as closed due to one of the following reasons:
Fraudulent closure
Prolonged inactivity
Missed payments
Resolution:
Update the card information in the SPARK MINDS system with a valid, active card.
If the cardholder's bank confirms that the card is still active, re-enter the same card details to allow processing to resume.
Card Payment Refunds
Why do refund errors occur when the associated bank account is closed?
Refund errors occur because a closed bank account cannot receive refunded funds. This commonly leads to system-generated refund failures. If this scenario occurs, consider the following:
Refunds cannot be processed to the original card if the associated bank account is closed.
Verify the status of the bank account with your banking institution before initiating a refund.
Messaging and Customization
How can I edit the message for failed (declined) payments?
To customize or edit the message sent for declined payments:
Navigate to Settings in your SPARK MINDS account.
Go to Membership Settings.
Scroll down to the Decline Messages section.
Update the message text as needed.
This allows you to ensure the messaging aligns with your organization's tone and provides clear guidance for your recipients.
System Notifications
Why does a failed payment email get sent even if the payment ultimately succeeds?
If a card payment is initially declined but is subsequently approved, the system may still send a failed payment email. This happens because the failure notice is triggered based on the initial decline, regardless of eventual approval. While this behavior can cause confusion, understanding the system’s logic will help you better manage customer concerns:
Clarify with the customer that the payment succeeded despite the earlier email.
Monitor payment statuses closely after a decline notification to confirm final results.
By following the guidelines above, you can effectively manage and resolve common card payment-related issues within SPARK MINDS. If further assistance is needed, please reach out to our support team.