1. Declined Due to Insufficient Funds, Refer to Customer or Generic Decline/ Unspecified Failure
When a payment fails due to insufficient funds or unspecified failure, the system will try to debit a maximum of 3 attempts every 7 days as long as the same debtor payment method on file is used. This is to reduce the number of dishonours and there will be sufficient time to follow up with your client.
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If a new payment method is added or the same debtor payment method is re-entered, it will reset to the first attempt.
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The merchant administrator will receive an Auto Pay dishonour notification when the payment fails on the 3rd attempt and the APX Auto function will be disabled for that specific client.
If the failure reason says Generic Decline, this means the bank is reporting it as an unspecified problem; contact the issuing bank for more details. Therefore, we recommend asking the debtor to contact their bank and ask why it is being declined.
if the system has reached the maximum attempts and would like to re-enter the same payment method, suggest deleting the payment method first from the Apx Auto payment method screen as the system might recognise the same payment token and it will continue to fail and will continue to get an email saying Auto Pay Invoice - Will No Longer Be Attempted”.
2. Declined Due to Expired Card, Payer has closed account or Invalid Details
If the payment fails due to invalid details, expired card, the bank does not allow direct debit etc, the system will not retry and the payment details get deleted to avoid being reused for another debit. Your merchant administrator will then get an email about APX Auto Invoice with no Payment Method as a reminder.
The APXAuto and Engagement payment method are one and the same. Therefore if there is a failure due to an expired card, invalid payment details, etc it gets deleted from the Debtor Payment page on your Apxium Dashboard and from the client's engagement portal.
Additionally, both the merchant administrator and the client will receive a payment failure notice.
See also Payment Rejection Notification Emails
Direct Debit Dishonour Fee
A $5.50 Dishonour fee to the merchant will incur per Direct Debit dishonour. You may pass this on to your client if you wish.
A Dishonour report is generated on a monthly basis and this is available in the Reports section of your dashboard.
