Review a Failed Charge

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

So to recap, an Admin can review the reason for a failed charge by:

• Clicking on the Purchase tab of the side panel

• Opening the details of a specific charge

• Scrolling down in the new side panel

• Clicking on the "Failed" status flag at the bottom

• Reviewing the pop-up window

If an Admin wants to reattempt the charge, they can Generate a Payment Link