If a payment is declined in ServiceCore, there are several ways to identify the issue and resolve it quickly. Whether you're using batch billing, autopay, or your customer is paying online, we’ll walk you through what to expect and what to do next.
Table of Contents
Troubleshooting a Declined Payment
How to Match Transactions Between CardPointe and ServiceCore
Common Resolutions to Declined Payments
Before You Start
Here are a few things to know before you continue:
- To see if you have access to this feature in ServiceCore, please check out this article on user permission levels.
- You must be set up with CardPointe, our authorized payment processor, to be processing online payments.
- For more information about using CardPointe with ServiceCore, contact our Payments team at ServiceCorePay@servicecore.com.
About Declined Payments
When a payment is declined, ServiceCore will display a brief message with the reason. Some issues are simple to resolve, while others may require more detail from CardPointe.
Common Reasons for Declined Payments
- Incorrect card information.
- Insufficient funds.
- Fraud protection measures.
- Other issues flagged by the card issuer.
Declined Payment Notifications
Whether you're processing a card on file or a customer is paying through the Customer Portal, a declined payment will trigger a similar message on screen.
ServiceCore Declined Payment Notification:
Customer Portal Declined Payment Notification:
Please Note: If you’re using batch billing with autopay enabled, you’ll receive an email notification within 5 minutes of the batch processing if a payment is declined. All ServiceCore payments are batch at 9:30pm Eastern Time, so you’ll have to wait until the next morning to look up the transaction in CardPointe.
Troubleshooting a Declined Payment
If the declined payment message doesn’t provide enough information or the payment keeps failing, check the transaction in your CardPointe account for more details.
Find Declined Transactions in CardPointe
- Log in to your CardPointe account.
- Click Reporting in the top menu.
- Select the Transactions tab.
- Use the Status dropdown and select Declined to filter.
- Click the Date column header to sort newest to oldest.
- Find the transaction and click its transaction number to view its details.
On the Transaction Detail page, scroll down to the History Data section to see the reason the card was declined. This information comes directly from the card issuer and may help guide the next steps like having the customer contact their bank to authorize the charge.
TIP: Check out our article on credit card decline codes for specific messages and how to respond to each.
How to Match Transactions Between CardPointe and ServiceCore
CardPointe > ServiceCore
- Copy the transaction number in CardPointe, leaving off the “R” at the beginning.
- In ServiceCore, go to Accounting > Payments.
- Paste the transaction number into the search field and search.
ServiceCore > CardPointe
- Copy the Transaction ID for a payment in ServiceCore.
- In CardPointe, go to Reporting > Transactions.
- Paste the ID into the search field and search.
Common Resolutions to Declined Payments
Once you’ve identified the reason for the declined payment, work with your customer to resolve it. Common solutions include:
- Updating the card information.
- Using a different payment method.
- Contacting the bank to authorize the charge.
After the issue is resolved, reprocess the payment in ServiceCore.
If you have any questions, please reach out to our Payments team through the chat widget on the bottom left of this page or by sending an email to ServiceCorePay@servicecore.com!