If you submit a payment for your purchase and one or more group members’ credit cards fail to authorize for their share, we’ll let you know there’s been a problem in the following ways:
- The purchase dashboard will show an error alert about the payment issue that notes how many participants had a problem with their card.
- We’ll send you an email notification titled Action required: problems with payment.
This email notification will include a button labeled Manage my group that will take you to your purchase dashboard, where you will see the payment issue error alert mentioned above. The alert prompts you to take action and includes a link you can click to Resolve issues.
Clicking this link brings up the Resolve issues modal, which presents you with three options for resolving your group’s payment issues.
Option 1: Contact contributors and wait for them to update their payment method
Choosing this option will generate an email sent on your behalf from Pay By Group to the group member/s with payment issues prompting them to fix things from their end, but take no other action. You must re-submit payment manually after the issue/s have been fixed.
Option 2: Remove them from the group and cover their share yourself
Choosing this option will remove the member/s with payment issues from your group and open the commit modal. The form will pre-populate your commitment amount to the minimum needed to cover the missing share/s of the removed group member/s, but you can claim more than this if you’d like to.
Option 3: Remove them from the group and redistribute their share across the group
Choosing this option will remove the member/s with payment issues from your group, after which you must click the Make Changes link in the Organizer Controls navigation bar (read more in this article) and lower the tipping point for your purchase so that it can be completed with the current number of committed members (i.e. the ones whose credit card authorizations succeeded).
If the new share amount is above what these group members previously agreed to pay, they will show as “short” on your purchase dashboard and will have to accept the higher cost before you can attempt to complete the payment again. We will notify such members via email and prompt them to do this.
Please note that there is an increased risk of subsequent authorization failures for the remaining group members, which can lead to needing to resolve those issues, and so on. For this reason, if your primary objective is to complete the purchase as quickly as possible, we recommend choosing option 2 instead.
Completing your purchase after choosing a resolution option
If you choose option 2, and auto-pilot is active for your group, your payment will automatically be submitted to the merchant as soon as you update your commitment to cover the missing shares. If auto-pilot is not active for your group, you'll be able to click the Make purchase button on the dashboard after you update your commitment and re-submit your group’s payment right away.
If you choose option 1 or 3, and auto-pilot is active for your group, your payment will automatically be submitted to the merchant when:
- The last group member with payment issues resolves their problem, or
- The last group member who needs to accept the higher share price does so.
If auto-pilot is not active, we will notify you when you can complete the payment again via an email with the subject Action required - send payment again. Like the email mentioned at the beginning of this article, this email also includes a Manage my group button that will take you to your purchase dashboard. From there you can click the Make purchase button to complete your payment.