Failed payments can occur during online transactions for various reasons, from incorrect information to fraud prevention measures. Here's what you need to know about managing failed payments and helping your customers resolve payment issues.

Viewing Failed Payments

For Squarespace Payments:

• Access the Finance menu
• Select Payments
• Click on Failed

For Stripe:

• Go to Payments menu
• Navigate to the Errors tab
• Click any transaction for detailed information

Understanding Failed Recurring Payments

When recurring payments fail for subscriptions or digital items:

• Customers receive email notifications with links to update billing information
• Three payment attempts occur within 10 days
• Subscriptions cancel after three failed attempts
• Members lose access to gated content after three failed attempts

Handling Afterpay/Clearpay Issues

If customers don't see order confirmations, advise them to:

• Update their browser and operating system
• Try a different browser (avoid in-app browsers like Instagram or TikTok)
• Use a different device
• Check for uncaptured payments in Stripe dashboard

European Customer Authentication

For EEA customers:

• Additional authentication may be required
• Authentication occurs via browser pop-up or banking app notification
• Failed authentication results in transaction failure
• Customers should confirm charges with their bank

Resolving Payment Issues

For payment assistance:

• Squarespace Payments issues: Contact Squarespace support
• Stripe payment problems: Contact Stripe directly
• Customers should contact their bank for card-related issues

Banks typically hold uncaptured funds temporarily, and Stripe automatically voids such payments within 14 days if not processed.

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