When credit cards are entered in any CRM including Service Minder, they are not explicitly stored, but are sent directly to the credit card processor in exchange for a token. That token represents the credit card from that point forward. No cards are on file in the CRM.
When payments are requested in the CRM, the token is sent to the processor with a request for payment for a specific amount. Another token is returned with either an authorization, decline, or error.
Errors are revealed in summary back to the CRM. Specific errors must be researched with the processor--usually via the processor's portal. Escalate questions with the processor to retrieve exact reasons for errors, which very with security policies by processor.
Reasons for errors may be:
- Fraudulent or reported stolen cards
- Mis-matched address
- Incorrect number/CIM/Exp Date
- Credit problems
Service Minder does not delete profiles in their system, and does not have access to delete information in the processor. You can verify that the customer/profile info is still in SM by hitting the pencil next to where the cc info is displayed on the contact details page. Service Minder will then clear them out of SM (when a user hit's Clear next to a card on file entry for a contact), but that does not trigger the profile getting deleted on the gateway side.
Additional note for owners acquiring a neighboring business, or reselling their business to a new owner: In many instances, payment tokens CAN be transferred to a new owner, but this is a question that needs to be answered well in advance of a resale/acquisition. PLEASE work with your business advisor to get the ball rolling on any potential token transfer before a sale is finalized.