Troubleshooting & Reference · Article 7.5
"My client says their card was declined"
Stripe returns a clear decline reason (`card_declined`, `insufficient_funds`, `expired_card`, `authentication_required`). The remediation depends on the reason — Clozo surfaces it on the failed-payment banner; pass it to the client.
Card declines are normal — about 5-10% of card payments fail on the first attempt. Stripe returns a specific decline code; Clozo shows it on the proposal detail page so you can guide the client to the right fix.
Step by step
Open the proposal detail page.
The failed-payment banner shows the decline reason verbatim.
Communicate to the client.
"Stripe says: [reason]. Please [appropriate fix]."
Client retries.
Same link, new card / re-authenticated 3DS.
If two retries fail, suggest SEPA.
The IBAN + EPC QR code on the original invoice email always works as a fallback.
Why this works this way
Common decline codes and their fixes:
- card_declined (issuer rejected — generic): client contacts their bank or tries a different card.
- insufficient_funds: client tops up or tries a different card.
- expired_card: client uses an unexpired card.
- authentication_required / 3DS failure: client retries the payment and completes 3DS challenge correctly. Common cause: client clicked away from the bank's verification screen.
- processing_error: transient; retry usually succeeds.
The payment link on the proposal page is reusable — the client just clicks Pay again and enters new details. No need to re-issue the invoice or send a new email.
Troubleshooting
Keep reading
Configuration
Stripe Connect: enabling card payments end to end
Five minutes through Stripe's onboarding turns on card payments for every future proposal — no extra config, no separate Stripe dashboard to manage, payouts land in your IBAN.
Proposals & Invoices
SEPA bank transfer with EPC QR — when offered, how it works, what to put on the invoice
Every Clozo invoice includes IBAN, BIC, and an EPC-format QR code that any modern EU banking app scans into a pre-filled SEPA transfer. Works with or without Stripe enabled.
Refunds & Notifications
Email: "Deposit received — receipt enclosed"
Dispatched the moment Clozo confirms the deposit landed (Stripe webhook or your manual mark-as-paid). Carries the deposit receipt PDF and confirms the project can begin.