This article is an overview of the Declined Charges Report. In the Declined Charges Report, you will see the total amount of declines, along with details behind the declines.
Please Note:
- The retrieval of reports is limited to a 10-year timeframe from the current date, and the download process may vary in duration depending on the selected time frame.
- Reports are not customizable.
- This report reflects outcomes in real-time.
1. Accessing Your Report
Navigate to Reports > Sales > Declined Charges.
Choose the date range using the calendar or by selecting a Preset Date Range. There will be multiple options to run this report, including the All Charges and Unique Invoices tabs. The All Charges tab will show all declines, while the Unique Invoices tab will provide details for a each invoice one time, no matter how many attempts were made within the date range. To generate the report, click Run Report.
This report will include the following filters:
Only Show Automatic (Drafted) Charges - if checked, the only declines that will show will be invoices that were declined via the draft.
Excel Export Only - if checked, the report will export directly to Excel.
2. Understanding Your Report
Once the report has been generated, it will include the following data:
Date - the time and date of the decline
Amount - the amount of the decline
Customer - the prospect, member or customer who declined
User ID - the prospect, member or customer's user ID
Bill - To User ID - if the invoice is paid via another client's payment profile, the User ID for the paying profile will populate here
Cell Phone / Phone / Work Phone - client's cell phone, phone and work number
Details - Invoice number of the declined payment and the payment method
Card Type - the type of card that was declined
Response - the decline message
Ran By - the staff member or system which attempted payment for the decline
Failed attempts - number of times that the invoice has been declined
Card Expires - expiration of the card that was declined
Total Past Due - total amount of past due invoice
To export the data, select the floppy disk and choose your method of export: CSV (comma delimited), PDF, or Excel.
Requirements - A 'Master Admin' login or a staff login with the following permissions.
- Reporting: Can access reports (must be enabled to see any reports)
- Reporting: Can access sales: decline charges log