Updating saved credit cards

[egormsen]

We have had a couple of customers calling in unable to update their credit card with new expiration dates. They are logging into their account and since they do not have then option to remove it - they are trying to add a new one. But they are not able to do that either - they are getting a "A duplicate customer payment profile already exists" - possibly because the card number is the same??

It appears this problem happens when the customer has a subscription. We have found a work around, where you can go into the subscription, add a new payment there, and then change the default payment and remove the previous card but it is not intuitive and difficult to walk customers thru that.

It would be nice if the customer could update the credit card from the payment profile, or if that can not be done a better message with clearer instructions would be helpful.

FYI - We are on Gold R10

Thanks,

[Katie]

There are two ways the customer can save a profile. It it's through a subscription, then they can use the Change option on the /Members/MySubcriptions page. It is true you can't edit the payment method, but adding a new one is easy.

The second way to change a stored profile is from the Payment Types page. From here, you cannot delete a payment method that is associated to a subscription, otherwise, that subscription would fail for future payments. You can add a new payment profile and change the default. These are used for regular payments during checkout.

If your customers are getting an error, then we'll need to know the exact steps they are taking and from which pages in the Members area.

[mazhar]

It appears this problem happens when the customer has a subscription. We have found a work around, where you can go into the subscription, add a new payment there, and then change the default payment and remove the previous card but it is not intuitive and difficult to walk customers thru that.

I am able to understand whats happening here. In ablecommerce we don't allow to remove a stored profile created against a recurring subscription. In order to charge recurring payments subscription must have a valid profile attached. We don't have any option to change details of an already stored profile like expiration information. This makes it hard to change expiration information for an already stored card profile since system won't let you add a new one with same card number. I will report this for improvement in our logs.

[egormsen]

Has any updates been made that would resolve this problem with credit card profiles?

As our subscription based is getting older we are running it this more, additionally we have having this same problem when people get an updated card and it has a different 3 digit security code.

[Katie]

Hello Eldon,

In Gold R12, we added a feature that allows customers to updated a saved profile.

Here is a link to the change log - http://help.ablecommerce.com/index.htm# ... to_r12.htm

Under the Improvements section -

* [AC8-3120] - Allow customers to update a stored payment profile

Thanks,
Katie

[egormsen]

Thanks. We will be working on the R12 upgrade starting this week.