g. How to Reprocess a Failed Payment

Sometimes, payments fail. This can happen for a few reasons:

1. If the payment was made by card: perhaps there was not enough credit limit remaining on the card, or the credit card issuing bank blocked the transaction (it can happen, depending on their proprietary rules for online payments, especially in the event of a first-time transaction on TUIO).
2. If the payment was made by bank account: the bank info may be incorrect, the payment came back NSF, or the bank blocked the transaction, and these failed payments can also be status 'Returned' if the payment was paid out and then returned in late stages. 
3. In very rare cases the Credit Card can be charged back by the parent, whereby the status on TUIO will be 'Chargedback'. You can formally dispute a chargeback occurrence; we prepare the document and process on your behalf.

The first step is to determine what payment method was used for the transaction. The second step is to re-process the transaction (after having followed up with the parent as necessary). Note that we reach out to families on your behalf to resolve failed payments, so oftentimes this will be resolved by the parent or by our TUIO support.

To determine how the payment was attempted for a given invoice, just click on the invoice number on the Invoices tab. You should land on the screen below:

Under the 'Payment Method' section, you will see a Credit Card company logo if the payment was attempted with a card, or a Bank Account number otherwise.

If the payment was attempted with a credit card, it is possible that it did not go through simply because there was no room on the card at the time of the attempted payment. You can retry freely because there is no risk of NSF fee issues.

If the payment was made by bank account, the first step is always to reach out to [email protected] first to find out why. We'll be able to advise if this is an issue with the bank details of the parents (which can happen if they are first-time users), or if the payment has come back NSF. In the latter case, we strongly recommend not trying to re-process a bank payment before confirming with the parent first. If their account still does not have sufficient funds available, you would just trigger another NSF and irritate the parent (and cost them money). There is no such issue with a credit card, as a payment failed with this payment method does not incur any cost from the credit card issuer.

When you are ready to try and reprocess the payment, you can resolve it in TUIO the same way you would record a cash/cheque payment - by clicking the Mark As Paid button.

On the next screen, you get an option to process the parent's selected payment method and click pay to process it again. Note that this will not be present if the parent had not selected a payment method for this invoice in the first place: this avoids processing a parent's payment method without their prior consent.

If this new attempt is successful, you will see the 'Status' of the invoice update from 'Payment Failed' to 'Processing' (Bank Account, 'Paid' when successfully settled by the banks) or 'Paid' (Credit Card are Paid right away as settlement is automatic from the banks).

Note the Status is shown just above the 'Payment Method' section of the invoice screen.

If the payment remains failed, get in touch with the parent and advise them on the issue. You can also loop in TUIO support at anytime.