If you are using one of Zuora's pre-integrated payment method updaters, you may have payment methods in your customer accounts that have a status of "Closed." These payment methods are closed if the payment method updater service you are using (either the CyberSource Account Updater or the Litle & Co. Updater) returns a response to Zuora stating the credit card account has been closed.
When a default payment method is updated to closed status, you will not receive a call out or email notification when the update occurs.This article walks you through the steps to proactively check for payment methods with a closed status and ensure your invoices are processed for payment.
Our batch payment runs will perform the following check on a customer account before including the account in a payment run:
As stated above, the Zuora payment run checks the status of a default payment method before using the payment method to process payments for an account. If the default payment method is closed, the payment run will not process any payments for the customer account until the closed default payment method is replaced with a new electronic payment method.
Closed credit cards will only be seen by users of our pre-integrated payment method updaters. If you have closed credit cards, review the remainder of this solution for our recommendation in following up with your customers for updated payment methods.
Proactively run a report to check for default payment methods that are closed and follow up with the card holder for an alternative payment method.
To create a report on closed payment methods:
8. Save your report and run it.
Here is a sample report:
This example shows a select number of columns, however, you may want to add additional columns for the card holder or billing contact information so you can contact the card holder to request an alternative payment method.
Using the report you generated, contact the customer to obtain an alternative payment method. Once you obtain an alternative credit card, add this payment method to the customer account and set it as the default payment method. Use this new default payment method to process a payment for any open invoice(s) on the customer account. As described above, a payment can be processed using a batch payment run or by creating an ad hoc payment run.