Overview of Payment Notifications in PushPress

PushPress provides automated notifications for various payment-related events, including failed payments, ACH returns, expired credit cards, and disputes. These notifications are primarily sent via email to both clients and administrators, ensuring timely communication and follow-up actions.

Event-Triggered Notifications

Failed Payments

When a payment fails, PushPress sends an email notification to the client informing them of the failure. Administrators also receive alerts within the system to take necessary actions.

ACH Payment Failures

ACH payments have a processing window during which the payment status may show as pending. Failure notifications are sent only when the bank returns the debit due to issues like insufficient funds or incorrect account details. The invoice timeline in PushPress can help track the payment status from creation to settlement or return.

Expired Credit Cards

Clients are not notified when their credit card expires. However, if a payment attempt fails due to an expired card, they receive an email with a link to update their card details.

Dispute Notifications

Stripe sends email notifications and updates the Stripe dashboard when a dispute is filed. If you are not receiving these emails, check your Stripe notification settings to ensure alerts are enabled and sent to the correct recipients.

Troubleshooting Email Delivery Issues

If clients or administrators are not receiving email notifications:

Verify that the email is not in the spam or junk folder.
Add the PushPress sending address to the recipient’s contacts or safe-sender list to improve deliverability.
For failed payment notifications, toggle the ‘Payment Failed’ email setting to inactive and then back to active in PushPress. Ensure staff profiles are explicitly added as recipients for these alerts.

System Behaviors and Alerts

Account Alerts for Failed Payments

An account is flagged with an alert (e.g., blocked from class sign-in) only after all configured automatic retry attempts fail. For example, if three retries are set, the alert is triggered after three consecutive failed attempts.

Bank Account Requests

PushPress sends email notifications for bank account requests but does not send text messages. If clients report not receiving these emails, advise them to check their spam or junk folder.

Payment Processor Guidance

Declined Credit Card Payments

If a credit card payment is declined:

Check the payment processor (e.g., Stripe) for the specific decline reason.
Use the decline codes to understand the issue (e.g., insufficient funds, card blocked).
Advise the client to contact their bank or update their card details.
Retry the payment after the issue is resolved.

Failed Invoice Charges

If an invoice fails to charge during manual closure, check the payment processor for the decline reason. The client may need to resolve the issue with their bank or update their payment method before retrying the charge.

How does PushPress handle payment notifications and what should I do if issues arise?