If a user tried to pay for a Fundy direct order and their payment was declined, they may have trouble resubmitting. You will need to find the user's account in ccpro, double click on the order,  and change their order status from "processing" to "pending" (you'll find this option next to the order number in ccpro). Once you do that, a shopping cart icon will appear to the right. Copy that link and send it to the user to allow them to resubmit their order.



Note: If the order status shows "submitted", it means that the order was successfully sent to the lab, so no changes are needed.

Sample ticket text: 

I've looked up your order and it looks like your payment was declined so your lab was not sent to your lab. I've reset your cart so you can order again. Here is the link to do so:

Before you place your order, please contact your bank to let them know that this purchase is not fraudulent and to let the charge go through. Once you do that, you can go ahead and submit your order and everything should be good to go! Our billing portal does have an anti-fraud measure, so if you has any trouble updating your credit card, you will need to re-export for direct order.

When orders are successfully submitted, there will be a "Order submitted" splash page and you'll receive an email confirmation detailing the order; however, since your payment was declined, you would have received a popup stating your payment was unsuccessful. Moving forward, if you do not receive an email confirmation for your order, please submit a ticket to us and we'll be happy to check the status of the order. You can also check orders by going to Client Orders > Direct Orders > Check Orders.