How can I request payment for Pending, Incomplete or Declined credit card orders if I am using PayPal Checkout as my payment processor?
Declined credit card transactions and PayPal Pending orders are not likely to complete without follow-up on your part. PayPal pending status means that while a user created an order (registration, donation, etc.) on your website, when they were directed to PayPal they did not complete the payment.
There is a widget in your dashboard which shows PayPal pending orders.
The system will send an auto-generated email notification to your constituents that have a Declined or PayPal pending order 30 minutes after the order is created if users do not complete a payment. This email will include a Payment Retry link that allows them to complete the order. If they complete the payment, the order status will change to Complete in your admin area - Reports -> Orders.
To send an email to the billing contact with a link to the payment page to retry the payment, do the following.
- From the Widget on the Dashboard, click the link indicated above. or, from the menu on the left, click on Reports -> Orders and find the Order you wish to request payment for.
- Click on the Order number to open the details page.
- At the top of the page, click the Email Payment Retry button.
- Review the Subject line and the email content, edit if necessary, then click Send in the bottom right.