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Members to update Credit Card details for recurring payments - e.g. expired card

We have a membership(subscription) based business (www.studyleadership.com) utilizing your service. Ninety-five percent of our business is based on recurring credit card payments, so managing credit card numbers and expiration dates becomes a huge chore if we have to do it manually.

Because there is no current interface for our customers to update their credit card information when a payment does not go through, we need to send an email and then get on the phone to gain their credit card info securely. With hundreds of members, this seems to be a very unneeded hassle. It costs us a large amount of time, driving our costs way up and diminishing our profits.

Please make a way for members to update their credit info with Paypal Pro.

Sincerely,

Nathan

28 votes
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    novittnovitt shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
    Josh HuntJosh Hunt shared a merged idea: change credit card number  ·   · 
    Terri LeytonTerri Leyton shared a merged idea: Send notice when recurring payment fails  ·   · 
    Ed TEd T shared a merged idea: failed recurrent payments overhaul  ·   · 
    devrapdevrap shared a merged idea: Credit card self-management from member profile  ·   · 

    19 comments

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      • aarongjerdeaarongjerde commented  ·   ·  Flag as inappropriate

        Agreed that the current process is cumbersome to the point that few, if any, of our members understand it is even possible. A major advantage of WA to our organization is recurring payments and expired credit cards is a major roadblock to achieving that benefit. The workflow NEEDS to be simplified and the functionality should apply to all payment processor; we use Stripe and like it much better than our old PayPal.

      • DBPDBP commented  ·   ·  Flag as inappropriate

        We are very much looking forward to this being implemented, as we receive multiple requests monthly from members who are confused and looking for how to manage their card info; and as many are starting to get their new chip cards.

        One key thing: we would love for this management interface to accurately display the individual member's actual "auto pay" status. Right now their profiles display their *membership level*'s auto pay settings, which is very misleading/inaccurate and has little to do with the individual's auto-pay status. Right now, if we/they disable auto pay for them, nothing shows, which is confusing for them.

      • Josh HuntJosh Hunt commented  ·   ·  Flag as inappropriate

        I'd like my customers who are using recurring payments to be able to change their cc.

        Note: I use authorize.net

      • Ed TEd T commented  ·   ·  Flag as inappropriate

        sounds to be good to be true; the proof will be in the pudding; can't wait

      • Ed TEd T commented  ·   ·  Flag as inappropriate

        I recently listened to the WA podcast Episode 7 - Understanding Online Payments for Nonprofits; a lot of the interview with IATS talked about the need to make recurring payments simple (WA makes it complex), and the beauty of accepting ACH payments which can dramatically lower costs by eliminating all those credit card related fees PLUS not needing to track down people when their credit cards expire; so how about integrating ACH as an alternative payment system into WA. As pointed out in the podcast it ACH can't be the only payment system as younger people in particular want to use their credit cards to get points. So how about WA implementing the suggestions made in it's own podcast which means:

        1) allow more than one payment method or processors per account
        2) have one of those processors offering ACH

        In our case we would use paypal to process credit/debit and then when we needed to contact someone whose expiry had passed while on the phone with them we would see if we could get them to switch to ACH by bank routing and account number and use IATS to process that. For every person we could convert to ACH that would be one less expiry date down the road to have to track down PLUS bit by by as people converted our processing costs would steadily go down.

      • Ed TEd T commented  ·   ·  Flag as inappropriate

        Ditto..................We also have hundreds of members and a good part of our day is spent tracking down members when their credit cards expire - AS THEY ALL WILL. Please, please come up with a solution so we can make better use of our limited time!

      • Terri LeytonTerri Leyton commented  ·   ·  Flag as inappropriate

        With credit card security measures, many people are issued multiple new credit cards. We are seeing an uptick of failed recurring payments for membership dues. The members don't understand why their accounts are lapsing because they have a recurring payment set up (and they can't update credit card info). So, please send a notification when recurring payments fail so they can make a payment rather than letting their account lapse.

      • Ed TEd T commented  ·   ·  Flag as inappropriate

        One of our biggest headaches is when recurring payments fail - and they ALL WILL FAIL at some time due to expiration dates passing. The process to give an updated credit card number and/or expiration date couldn't be more complicated if one tried both for the member and us on the backend. ie log into your account, stop our old payment, go to your member profile, renew your membership, generate an invoice, and then pay it. There is no reason this couldn't be rolled into a user friendly e-mail - with all the steps above done behind the scene by the software ie the member gets an e-mail "your credit card failed - please don't allow your membership to lapse by entering your up to date credit card information and expiration date below" and after they have renewed 5 seconds later "Thank you for renewing"

      • devrapdevrap commented  ·   ·  Flag as inappropriate

        I notice that others requested this feature in 2010 from here: http://forums.wildapricot.com/forums/308932-wishlist/suggestions/8826274-give-members-the-ability-to-change-credit-card-for

        It would be great if members could update and edit their credit card on file so as not to have to wait for a failed auto-renewal (and many steps) to happen. All of our levels are auto-renew and everyone's cards expire sooner or later!

        Thanks.

      • nareobnareob commented  ·   ·  Flag as inappropriate

        We have a number of reoccurring payments for membership. When a member's credit card has expired, they have to move through four or five step in order to use a new card. Should only have to do it in two step.

      • devrapdevrap commented  ·   ·  Flag as inappropriate

        This is related to the request at http://forums.wildapricot.com/forums/308932-wishlist/suggestions/8828146-store-credit-card-information , but more specific:

        We've had over a dozen members contact us in the past 2 months looking to (but being unable to) update their credit card info from their profiles. Right now, the only solution to do so is for them or us to disable auto-renewal and manually renew them. This causes a lot of confusion and also additional staff time for us to manage their customer service needs.

        This is a commonplace feature in most self-subscription services these days--specifically, from one's profile/account. It would be really helpful to integrate authorize.net's features into WA so members can self-manage this.

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