The primary difference between a Payment Failure and a Payment Dispute lies in the necessary resolution steps.
- Failure: Typically a technical issue (e.g. expired card, insufficient funds) that can easily be resolved within Ads Manager or a quick conversation with the issuing bank.
- Dispute: A formal claim initiated by the customer with their bank, which requires a more complex, external resolutions process.
Regardless of the issue, all active campaigns will pause until the outstanding balance is recovered.
Payment Failures
In the event of a payment failure, your ad campaign will be paused. You will not receive any additional charges until the outstanding balance is paid.
Once the balance is resolved, we will resume any active or scheduled ads and attempt to make up for any lost time to meet the original campaign dates and budgets.
Here are the most common payment issues we see on our platform and how to resolve them:
| DECLINE CODE | DESCRIPTION | NEXT STEPS |
insufficient_funds |
The card has insufficient funds to complete the purchase. | The customer needs to use an alternative payment method. |
generic_decline |
The card was declined for an unknown reason or possibly triggered by a blocked payment rule. | The customer needs to contact their card issuer for more information. |
invalid_account |
The card, or account the card is connected to, is invalid. | The customer needs to contact their card issuer to check that the card is working correctly. |
card_not_supported |
The card does not support this type of purchase. | The customer needs to contact their card issuer to make sure their card can be used to make this type of purchase. |
incorrect_number |
The card number is incorrect. | The customer needs to try again using the correct card number. |
expired_card |
The card has expired. | The customer needs to use another card. |
If you receive a decline code other than those listed above, please visit the following page.
Payment Failure Resolution: After resolving the issue using the steps above, please navigate to the Billing page in your GroundTruth Ads Manager account and click the Retry button.
- Users can initiate a retry up to 3 times. The retry option becomes available 1 hour after the previous failure.
- Our system will automatically retry a card 48 hours after receiving certain decline codes (such as those due to insufficient funds).
If the issue persists after attempting the steps above, please contact your GroundTruth representative for further assistance.
Payment Disputes
If a dispute is initiated on any card, the customer's tenant status immediately becomes inactive and all campaigns will pause. If the tenant is using multiple credit cards (aka Account-Level Credit Cards) and a dispute occurs on just one of the cards, delivery across all campaigns will pause.
Payment Dispute Resolution: Because disputes are initiated by the customer, they must be resolved directly through the issuing bank's process. The amount under dispute cannot be charged to another card on file. Once the dispute is resolved and the balance is recovered, your account and campaigns will be reactivated.
Comments
Please sign in to leave a comment.