Updating Credit Card on File

·         Customer requests to update their credit card on file.

-          From the Zoho Billing home page, search by customer or company name.

•          Pressing enter without clicking on a specific customer will bring up all like results. Clicking through the search results on the left will bring up the subscription card on the right. NOTE: Because company names can be the same or similar, always verify that you’ve editing the correct customer by confirming the address information and/or contact name on file.
• Verify there is a billing address listed and that is correct. Failure to do so may result in the penny transaction declining.

-          Edit the card information by clicking on the icon. Adding a card can be done by clicking “more” at the top right-hand corner of page, but editing the old card number makes this a one step process. An exception would be if the customer wants to use different cards for multiple subscriptions.

-          Because the card information is encrypted, the complete number, expiration date, and CVV must be entered. Once the card number is saved, Zoho will do a penny test transaction that is then immediately refunded. This is done to ensure the card information is correct. There is a chance the customer’s bank will flag this penny transaction as fraud (especially if they’ve recently had fraud on their account) and if this happens, the card number cannot be saved and will come back as declined. Verify that the correct billing address is on file. Read back the card information provided and if it is correct, the customer will need to reach out to their bank and call us back.