Payment Processing Issues and Failures
This guide helps you troubleshoot and resolve issues related to failed or unprocessed payments for an order. Following these steps will help you identify the root cause and ensure payments are processed successfully.
How to Identify the Issue
You can identify a payment issue by the order's status. Each status tells you the specific nature of the problem.
The order status is Pending: This status means no payment has been attempted. The system is waiting because there is no payment method on file for the patient.
The order status is Awaiting Payment: This status means a payment attempt was made but failed. The patient has a payment method on file, but the transaction was unsuccessful.
Common Causes and Solutions
The following section outlines the cause for each payment-related status and provides a possible solution.
1. No Payment Method on File
Diagnosis: If the order status is Pending, this confirms the patient has not yet added a payment method to their account.
Solution:
Navigate to Patients > open the patient profile > Payment Methods (💳 tab) to verify that no payment method was added.
Go to the patient's Activity tab to verify if an automated reminder email was sent.
If the email was sent and the patient has not responded, you may follow up with them directly via the in-platform chat or by email to guide them on adding a payment method.
2. Payment Transaction Failed
Diagnosis: Check if the order status is Awaiting Payment. This confirms a payment method is on file, but the transaction failed due to issues like insufficient funds, a bank decline, or an invalid card.
Solution:
The system automatically notifies the patient of the payment failure.
If the patient does not resolve the issue, follow up with them. A good practice is to send a reminder every 2-3 days.
Advise the patient to update their payment method.