Unpaid / Declined Order Payment

(this text is Chapter 15 from official Brand Partner Handbook)

bepic guideline

What does it mean if my order was not paid?

If your payment for your order did not go though, you need to immediately address the problem and get it fixed. You are responsible for ensuring that the information you provide for billing is correct and complete. And it is your responsibility to confirm that your payment for your personal orders goes through.

The most common reasons why payment transitions fail: (1) you do not have enough funds in the E-Wallet or credit card account to cover the charge; (2) you incorrectly typed in your credit card number; (3) you entered the wrong CVV security code (or mistyped it) for the credit card; (4) you listed a billing address that does not match the one to which the credit card is registered; (5) your credit card provider has flagged your credit card to protect you from potential fraud / identity theft.

If you need to fix or change something in your Billing Profile, you must first delete that profile on the Billing Profile Management Center screen, then create (and save) a new Billing Profile with the correct information. Instructions are provided above in this chapter.

CAUTION: Your order will not be processed until after the payment has been verified. So, if payment authorization is not obtained by the end of the month’s period, the order will be designated “unprocessed” and will not be included in Commission computation and processing. B-Epic is not responsible for Volume shortfalls due to unprocessed orders due to lack of payment.

What should I do if my payment declines due to insufficient funds in the E-Wallet?

This means that there were not enough funds in your E-Wallet account to pay for your order total (including shipping) AND something is wrong with your Default Billing Profile. Your order will not be paid until you fix the issue. So, you need to immediately fix your Default Billing Profile. Once everything is fixed, you should be able to place your order with no issue.

IMPORTANT: Even if you have enabled E-Wallet payments, you need a Default Billing Profile (with valid, complete information) set up in your account at all times. This is because the E-Wallet payment feature only works when there are sufficient funds in the account. So, if your E-Wallet balance does not cover your order total amount at the time of payment processing, the system will try billing your Default Billing Profile instead. But, if you have deleted, disabled, removed key information, and/or have incorrect information in your Default Billing Profile, then that means you do not have a valid back-up method of payment to cover the charge for your order…and, as a consequence, your order will not be paid.

What should I do if my payment declines due to the CVV code?

This means that you entered the wrong CVV security code for the credit card (or mistyped it), so your credit card provider will not accept the charge. Your order will not be paid until you fix the issue. So, you need to immediately call the phone number on the back of your credit card and explain to them what you are trying to do, so they can help you solve the problem. For security reasons, the CVV codes is NOT stored in your Billing Profile; it is only on file with your credit card provider.

  • NOTE: You will need to let them know that the B-Epic charge will be listed as coming from merchant name “R&D Global”.
  • NOTE: If you need to fix or change something in your Billing Profile, follow the instructions provided in the “Billing and Paying for Orders” chapter.

Once everything is fixed, you should be able to place your order with no issue.

What should I do if my payment declines due to API gateway failure?

This means that your credit card provider is not allowing the payment transaction to go through to B-Epic. Your order will not be paid until you fix the issue. So, you need to immediately call the phone number on the back of your credit card and explain to them what you are trying to do, so they can help you solve the problem. (Please note, you will need to let them know that the B-Epic charge will be listed as coming from merchant name “R&D Global”.) (FYI, if you need to fix or change something in your Billing Profile, follow the instructions provided in the “Billing and Paying for Orders” chapter.) Once everything is fixed, you should be able to place your order with no issue.

The most common reasons why credit card transactions fail to clear the API gateway are:

  1. insufficient funds in the account to cover the charge;
  2. invalid credit card number entered;
  3. incorrect CVV security code entered for the credit card;
  4. incorrect billing address entered (i.e., does not match the billing address to which the credit card is registered on the account with the credit card provider); or
  5. (more often) provider has flagged that credit card in order to protect again potential fraud / identity theft. Other potential causes for declined transactions are listed below.

What is the API gateway’s actual criteria for letting a credit card charge go through to B-Epic?

IMPORTANT! To prevent against possible fraud, if the any of the following parameters are exceed, your credit card transaction with B-Epic will fail. Your order will not be paid until you fix the issue.

  • A given credit card can be used on only 3 B-Epic accounts.
  • Only 5 B-Epic transactions per day can be made on a given credit card.
  • Only 10 B-Epic transactions per week/month can be made on a given credit card.
  • A maximum of $750.00 per day can be charged to B-Epic on a given credit card.
  • A maximum of $1,200.00 per week/month can be charged to B-Epic on a given credit card.