How to handle Customer charge errors

If your Club has a Front Desk, the Front Desk will be monitoring the Overview page of the Dashboard to anticipate who is coming into the Club. An Admin will see charge errors visible within the Reservation or Event side panel, and on the Purchase page of the Dashboard.

• If your Club has dedicated Slack channels, an Admin will also see charge errors in the Customer Charge Error channel.

When an Admin encounters a charge error, the Status Flag will be Failed or Charge Failed

And will be located in the Purchase tab of the Reservation or Event, under the Status column

An Admin should first

• Click on the blue highlighted link in the Purchase Detail column

• Notice a new side panel appears

• Scroll to the bottom of the new side panel until you see Payments

• Click on the Status Flag header to see more information

A new window will appear and show the Admin why the charge failed

• The error could be coming from any number of things, like:

  • Invalid zip code on the credit card (cc)

  • Insufficient funds on the cc

  • Security protection on the cc that block a charge

    • This may result in a need for the Customer to contact their bank or check their email to release the security hold and allow the charge to go through

An Admin can then charge a Customer in the Dashboard

• To learn more, read about Charging Customers from the Dashboard.