Very rarely, a customer’s credit card is declined because of insufficient funds, expiration dates or other reasons from their bank. This means Poplin can't collect payment for their order — and can't pay you for the order. It's an unfortunate situation all around.
However, you can trust that Poplin is doing everything possible to facilitate the customer adding a new card and processing their payment as quickly as possible.
When this happens, you'll see this message in the Laundry Pro app "Active order" list:
This is similar to what you will see when you open an order in the "Do not deliver" state.
Once Poplin receives that payment, we will notify you immediately so you know when to deliver the customer's order. For most orders this happens within a few hours of the payment failing.
However, there are cases in which a customer's payment is not resolved quickly.
- If, after 24 hours (from the time of original decline) of holding the customer's order the payment is still not processed (which is very rare), you will begin receiving a "holding fee" of $10 per day for the added inconvenience.
- If, after 7 total days the customer has not successfully resolved their payment issue (which again is very, very rare), you may feel free to donate the laundry from the order to the charity of your choice. Hopefully someone can make good use of it.
- You will receive payment from Poplin for the completed order — as well as any holding fees.
If your customer does not update their information promptly, please feel free to contact Poplin Concierge.
If a customer’s payment method declines, they have 30 minutes from the time of the decline to update it without affecting the order's delivery deadline.
Excluding that initial 30-minute window allowance, if there are fewer than 3 hours left until the current delivery deadline and payment still hasn’t been made, the deadline will automatically extend by 24 hours.
As long as you deliver by the current deadline shown in the app, you won’t be marked late and no points will be deducted.
Comments
3 comments
Thank you.
My question is on the last sentence of this article. If I am on the way to the order and I get this message pop up, it says in bold , "do not deliver" so in that case I turn around go home. After 8pm, now it shows a "past due" even though it states to not deliver until payment is made. Why would I get deducted late delivery when it tells me to not deliver 🤔
Thanks for reaching out about that, Alexandria! Our Team is currently working to improve the app's handling of declined payments -- a future version will provide automatic extensions according to a specific timeframe (i.e., "if a card is still declined within so many hours of the order deadline, the deadline will automatically extend").
Until that feature is built, please just use the in-app Help Chat to contact Poplin Concierge, and we'll ensure the deadline gets adjusted and you don't lose any points.
Please sign in to leave a comment.