How to Handle Failed Credit Cards

You have 2 options to update a Failed Credit Card:

Option 1:

Bidder updates their Card Information in their Bidder Account, and you choose the new card: (*This option is not available for quick sales or live event only items*)

1.) When a Bidders Card Fails, they first need to Update their Card Information using the "For A Purchase" Directions. These directions must be followed for you to see the card. The bidder is automatically notified by email when their card failed and is given a link to update it. However, if they need help, you can send them the directions linked above on how to update it. For how to contact the bidder, please see the FAQ at the bottom.

Once the Bidder has updated their Card Information using the "For A Purchase" Directions, You see will see a date under the Close out > Close Your Auction > Process Payments screen beneath their card:

The date is when the card was updated by the Bidder. This means you can now update their Card Information. The date will appear once the bidder has updated the card information using the "For A Purchase" Directions.

Note:  If you reopen the purchase before they switch the new card, the bidder will be unable to switch the card for their purchases until you award the items again to them. 

Clicking retry will retry the Failed Card. This will also send them the Failed Card email again should the Card Fail again. The failed card email can be set up under Close out > Get Ready > CC Failed Email

2.) Take note of the Failed Card number. To update the card information, click on View Purchases, and choose Reopen All. This will send everything they purchased back to the area it originated from where it was confirmed.
For example, If this is an item, it will be sent back to Close out > Close Your Auction > Award Items. If this is a ticket, it will go back to Close out > Close Your Auction > Ticket orders

3.) Once back in the section, (for example Award Items) click on Payment and Email details/comments beneath the person's name. You will then see under select payment, in the dropdown the new card will be there. Choose the new card, Then click award/confirm. You will need to choose the new card for each purchase they make.
*Note: If they only updated the expiration date or address, the card number will be the same*

4.) This will then move the item/ticket/quick sale etc. to the Process Payments screen. You can now try processing the card again. 

Option 2:

You can add the card manually If the Bidder is willing to give you the full Card Information:
Note: We suggest only doing this in Person or on the Phone. 

1.) First, Reopen the Purchase under Close Out > Close Your Auction > Process Payments.

• Next to the winner's name, click on the View Purchases link.
• To reopen the entire purchase, click on Reopen All next to the total at the bottom of the winner's purchase. Take note of the types of things purchased. For example, item, ticket order, quick sale, etc.
• 

2.) Enter the Card Information once the sale is reopened by navigating to the sales original confirmation queue:

• Go to Close Out > Close Your Auction > Award Items/Ticket Orders/Donations/Quick Sales (Same process for all sale types)
• You will want to select "Payment and Email Details/comments" under the winner's name and choose the option to "Add Credit Card".
• 
• Then click "Add a Credit Card to this Bidder" right below the view all bidders button.
• 
• Fill out the form with the card information, and save it. 
• 

3.) Choose the new Card and Process:

• Go to Close Out > Close Your Auction > Award Items/Ticket Orders/Donations/Quick Sales (Same process for all sale types)
• Then, select the new card you just added under "Payment and Email Details/comments" below the winner's name under Select Payment.
• Once the new card is chosen, choose "Award" which will move the transaction to
  Close Out > Close Your Auction > Process Payments, where you can process the newly added card. Make sure you update each purchase they have made with the new card. 
  
  

FAQ:

Q: When I click Award/Confirm, nothing happens?

A: Make sure there is an amount in the amount field. If there is and you still cannot award, try switching the payment type to cash and then back to the Credit Card. Then try clicking award again.

Q: How do I change the payment method to cash or check?

A: If the bidder is under Process Payments and not processed yet, you can reopen the purchase. You can then change the payment type by following this Help Article. If the payment has gone through already, please see this Refund Help Article.

Q: How do I contact the Bidder?

A: To contact the Bidder, Please see the Reports > Registered Users Report OR Close out > Manage Bidders. This will list their contact information for you to reach out to them.

Q: What If A Bidders Card Fails Repeatedly? 

A: Bidders whose cards fail repeatedly could be potentially blocked from the cardholder. Credit Card Companies have gotten very strict on security and could be blocking the purchase. If the Card repeatedly fails, have the Bidder reach out to their Card Company/Bank to allow the payment processor you are using (Stripe, Panorama Global Fund, Iats) to go through. 

You can also reach out to your Payment Processor to have them investigate the reason for the card failure. They can usually advise you why the card has failed.

Q: Why are none of my credit cards going through?

A: If all of your credit cards are failing, you would need to reach out to your payment processors support channels to make sure the account is in good standing and able to process payments. If the account is very new, it may take a few days for processing to function.

Q: How soon will the funds be deposited in my account?

Please contact your Payment Processor directly for this question. The contact information for them can be found here.