Selling RCP and Registering the Customer's Card in Go
Problem
An RCP collection fails because no card is registered for it. You need to sell RCP subscriptions so the customer's card is set up as their RCP payment method from the start.
Resolution
Sell online through Go where possible
- Go takes the first payment by card and automatically registers that card as the RCP card.
If you sell at a till, have the customer add a card
- Selling at a Plus2 or 360 till is possible (first payment by cash or card), but no card is registered for RCP; 360 can't capture the card.
- The customer must then log in to Go and add a card themselves, or the next collection fails.
For controlled enrolment, assign in the back office (if applicable)
- For controlled enrolment (for example courses), keep the subscription off general online sale, assign it in the back office, and send the customer a guide or video on adding their card.
Customer adds a card in their Go wallet
- The customer adds a card in their Go wallet. Only the customer can do this: not in 360 or Plus2. Staff never see card details.
Customer selects the card for RCP
- The customer must then click Use this card as my RCP payment method.
- Storing a card alone doesn't activate RCP, even if it is their only card. If they skip this step, the collection fails and a debt is created.
Notes
- Card set-up is the most common RCP problem.
- With the wallet enabled, customers can save several cards and choose which one is used for RCP. The wallet (saved cards for bookings) also works without RCP, which covers the common request to "save my card".
- Confirm with your payment provider that RCP is enabled on your merchant ID; don't assume it.
- Members without a card set are listed in the GMC RCP payments reports, and an automatic email asks them to add one. See Monitoring RCP Reports and Failed Payments and Configuring the RCP Service in the GMC.
- Related: RCP Reverification FAQ.