How to update a customer's payment method?

How to update a customer's payment method?

The customer's payment method sometimes needs to be updated when, for example, the bank card has expired...

Customer alert on upcoming card expiration

Our system automatically detects the expiration date of your customers' bank cards in order to notify them of the need to update their bank card BEFORE causing a payment error. They receive the email "Your payment card is expiring" at D-30, D-15, D-7, and on the day their bank card expires.

Updating the payment method by the customer from their front-end account

The customer must go to the "My payment methods" tab, then click on "Update".

An alert message will appear before they are redirected to the payment method update page.

They click on the tab of their chosen payment method: bank card, SEPA direct debit, or Google Pay.

• The bank card form
• The Google Pay form
• The SEPA direct debit form

A confirmation message is displayed once the new payment method has been saved.

Update by the customer from an invitation email to update their payment method

After each new failed payment attempt, the customer receives an alert email:

• Subscription renewal failure
• Warning, 2nd reminder, your payment has failed
• Warning: subscription cancellation before legal proceedings

In the template of these emails, a link is present redirecting them to their customer account to proceed with updating their payment method.

They may also receive these two emails which contain the same link:

• Update your payment method (sent by following the procedure described below)
• Your payment card is expiring (Step 1 of this article)

Sending the payment method update link from the back office, under the "Customers" menu

As a merchant, you have the ability to manually trigger the sending of the "update your payment method" email to the customer.

Click on the name of the customer who needs to update their payment method.

Go to the "Payment method" tab.

Send the payment method update link

In this tab, you can see all the payment methods the customer has used on your site.

Regarding bank cards, you will find the only information related to each card that ZIQY records, that is:

• The last 4 digits of the card
• The expiration date

You are also shown:

• Which subscription rental the payment method is linked to and its status.
• The date on which the payment method was first registered on the platform.

To send the payment method update link to the customer, click on "Send update link" next to the subscription that encountered a payment issue.

Email received by the customer

Your customer will receive an email with a clickable link to update their payment method.

By clicking the link, the customer opens the payment method update page.

They will need to enter a new payment method of their choice, and must not forget to confirm.

The payment method is up to date

Once the form has been validated by the customer, the payment method associated with the subscription is updated and future rental charges will be made using this payment method.

You can then, if necessary, regularize a failed payment instalment. For more information on regularizing a failed direct debit, click here.

The effect of updating the payment method on the subscription status

If the subscription associated with the payment method was previously in ACTIVE, CANCELLED, WARNING, or ENDED status, updating the payment method will not change the subscription status.

Unless it was ended before the dispute, the rental will revert to its previous status, Reserved or In progress.

However, if the subscription was in DISPUTE status, updating the payment method will cause the subscription to revert to WARNING status — EXCEPT if the rental associated with this subscription is ended, in which case the subscription will remain in DISPUTED status.

In the case where the payment method update occurs on an ENDED rental with an associated subscription IN DISPUTE, this update will therefore not change either of the two statuses.

Please note that this does not mean that the automatic instalment direct debit batch (rebills batch) will immediately attempt to charge the new payment method.

It will only attempt the charge on the next anniversary date of the rental.

Example:

• Rental anniversary date: 01/10.
• Subscription in dispute on the 02/10 instalment.
• Bank card updated on 02/28.
• Subscription moved to WARNING on 02/28.
• The automatic direct debit batch will attempt to charge the March instalment on 03/10 and if the charge succeeds, it will immediately also attempt to charge the February instalment that had failed, in order to regularize the subscription.

For more information on how unpaid subscription instalments work, click here.