How do I handle failed charges?

A charge can fail for a number of reasons, including but not limited to the client having an expired credit card, their bank denying the charge, or the customer not having a stored credit card on their account to begin with.

We will attempt to re-process a failed charge in certain circumstances within two hours of the original failure. All charge attempts will be complete by the time you receive your evening reconcile report. Any failures reflected in the evening reconcile report should be processed and/or handled manually by your studio staff. Optionally, you can allow failed charges to be placed on a client’s account balance using our debit account feature.

We do not send emails on your behalf notifying customers of failed charges and/or invalid credit cards; however, these emails can be setup within Mindbody auto emails. For example, you can setup a notification to auto-pay customers notifying them that their credit card is expiring.

You can also setup account alerts within Mindbody requiring customers to store a credit card, which alleviates most of these issues.