It is a real disaster. @mindy says that it is actually normal to have a lot of declines … I think it’s weird.
Also, Patreon support doesn’t actually “support” at all. Most of the time they come back to you with answers that don’t make sense.
I emailed Patreon support saying that I have over 100 cards declined.
A guys named Ron came back to me saying:
**"Hi Marco, **
My apologies for the trouble here and we do not currently mark declined pledges as deleted"
As you can see from the picture, declined patrons show up as deleted pledge
From the picture you can clearly see that this patron shows up in both declined and deleted. Also notice how at the beginning of the month I have a lot of deleted pledges … some of them are also declined.
I don’t want to hate on Ron but I have the feeling the dude didn’t even investigate after reading my email. Otherwise he wouldn’t have answered in such generic way.
Also, Ron stated:
“That being said, I am seeing that a majority of the declined pledges have since gone through - including the patron you mentioned below” (I mentioned 4 patrons out of 100)
I don’t know how he came up with that because I still have 100 patrons declined, which are the same 100 patrons I mentioned in the first email. For some reason he thought that, yayyyy, the declined pledges have gone through.
But we are not done yet with the email.
**Declines are something we have little control over but are working to improve upon. ** (Thank you)
I can only recommend that when this happens, you reach out to your patrons and ask them to retry the payment as well as update their payment information.
I bulk message 100 people and only two responded and yet, they had no idea why their pledge was flagged and removed.
They also didn’t know their pledge was actually deleted … one of them had to send an email to Patreon as well as PayPal.
The most frustrating parts of all this are (and this refer to my own personal experience guys):
- The support team (the good Ron) have no idea what’s going on. They probably don’t even check. Ron failed to see that some of the patrons where flagged as both deleted and declined (even though I told him).
- Ron also told me that the pledges were successfully processed but the number didn’t change.
I don’t hate on Patreon or Ron. I love the platform.
I just get frustrated because I have no idea what’s going on with the pledges and if next month I am going to be hit again.
Let’s hope it doesn’t happen again.