Admin intervention during Customer charge errors

During a Customer's purchase in the system, there are specific instances when the system fails to capture the Customer's funds. These instances could be due to various reasons, leading to a charge failure or error in the system.

Sometimes an Admin will need to step in and help complete the charge; other times, the Customer will need to rectify the charge failure. Here are the different cases: (related article)

• An Admin must perform a secondary charge (how to charge from the Dashboard) if the Customer receives a charge failure for:

  • A missed hold on Event or Reservation (>6 days) (related article)

  • A failed charge for a Coach on a Reservation (related article)

  • A charge from the Dashboard fails (related article)

  • A failed charge for a Replay (related article)

• The system will attempt another charge If the charge failure is for a Customer’s:

  • Recurring membership charge (related article)

• The Customer must perform/retry an action if there is a charge failure during:

  • Event signup (related article)

  • Reservation booking (same article)

  • Or, if the credit card they have on file

    • Does not have sufficient funds

    • Has been blocked by their bank for security reasons