When a customer's payment fails on the Commerce platform, their order won't register or affect your inventory. Here's what you need to know about handling failed payments:

Reviewing Failed Payments

For Squarespace Payments:

• Access the Finance panel
• Select Payments
• Click Failed to view declined transactions

For Stripe:

• Open the Payments panel
• Navigate to Stripe
• Check the Failures tab for transaction details

Recurring Payment Failures

For subscription products, digital products, and donations:

• Failed payments trigger email notifications to both merchant and customer
• Customers receive a link to update billing information
• System attempts three charges over ten days
• Subscription cancels after three failed attempts

Handling Afterpay/Clearpay Issues

If payment confirmation doesn't appear:

• Check Stripe dashboard for "Uncaptured" payments
• Advise customers to:
  • Update browser and operating system
  • Try different browsers (avoid in-app browsers)
  • Use another device

European Customer Authentication

For EEA-issued cards:

• Additional authentication may be required
• Typically involves browser pop-up or banking app notification
• Failed authentication requires customer to retry transaction

Support Options

• Squarespace Payments issues: Contact Squarespace support
• Stripe transactions: Contact Stripe directly
• Customers should contact their bank for card-related issues

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