Run Failed Payment Report

The Failed Payment Report consist of orders that did not successfully go through for participants due to invalid banking info, insufficient funds, etc. When a participant checks out, our system waits on a response from the payees bank. Typically this process is fast but if we fail to receive a response within 10 seconds, we will allow the participant to see the confirmation page and the system will begin to process the registration. However, if the payment fails after 10 seconds, the payment status is marked as failed but the registration status will be CONFIRMED. 

• If the order balance is 0 (registration paid in full at checkout), the system will generate a CONFIRMED registration. If the order balance is not 0 (payment plan order), the system will generate a PENDING_PAYMENT registration. 
• Failed payment registrations still take up inventory. The orders will need to be collected on or cancelled.
• A failed payment does not mean the registration is automatically cancelled. If the participant does not update the payment information, it is the agencies responsibility to go through the failed payment report and cancel registrations that have failed to pay. Participants that have a PENDING registration status are sent the below email shortly following registration to update the payment information used at the time of registration. If they fail to update this information, the agency should go in and cancel the registration. 

Below are instructions to access a list of failed payment report:

1. Log in to ACTIVE Works with Existing ACTIVE Passport Account
2. Click Financials tab
3. Click Failed payments
4. Select the date range you want to view or choose a Custom date range
5. Click View