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Sometimes payments fail to collect. This can happen for various reasons, but most issues can be resolved.

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Common reasons for failed payments

Insufficient funds — The customer’s account doesn’t have enough money. They’ll need to add funds or use a different payment method. Payment method issues — The card or bank account details are invalid, expired, or have restrictions. The customer should check their payment method. Bank processing errors — Temporary issues with the bank or payment provider. Usually resolves automatically on retry. Authorisation declined — The customer’s bank declined the payment. This could be due to security settings or account restrictions.

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What happens when a payment fails

When a payment fails:
  • The payment status is updated to “Failed”
  • The order remains unpaid
  • The customer can try paying again with the same or a different payment method
Failed payments don’t automatically retry. Customers need to initiate payment again.

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Resolving failed payments

For customers:
  • Check their payment method details are correct
  • Ensure they have sufficient funds
  • Try a different payment method
  • Contact their bank if issues persist
For suppliers:
  • Check the payment status for error details
  • Contact the customer to resolve payment issues
  • Consider alternative payment methods if one consistently fails
BECS payments can fail if bank account details are incorrect. Double-check account numbers and BSB codes when setting up BECS payment methods.