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How to Reprocess a Declined Order

When a transaction is declined, you can retry it straight from the customer's order without re-entering the order. Admoji re-runs the charge on the same processor that ran the original one and creates a new order with the result.

Note: The Reprocess button only appears on transactions with a Declined result. It is hidden on refunds and on orders that have already been re-run.

Step 1: Open the Order

  1. Go to For Customers > Search and open the customer.

  2. Find the order in the customer's order list and open it.

  3. Select the Transactions tab.

Orders section on the customer profile, with the order ID linked in the first column

Step 2: Reprocess the Order

  1. Locate the transaction with a Declined badge in the Result column.

  2. Click Reprocess in the Actions column of that row. This re-runs the whole order, not only that transaction.

  3. Wait for the confirmation message.

Order Details modal on the Transactions tab, showing a Declined result and the Reprocess link in the Actions column

The result is reported back to you immediately:

  • Success — a confirmation appears with the new order number and the gateway response text.

  • Decline — the message reports that the reprocess declined, along with the gateway response text.

  • Error — the message reports an error and the response text. The two most common causes are a customer with no valid payment method on file and a product with no load balancer rules configured.

Important: Every reprocess creates a new order, whether the charge is approved or declined. The original order stays in place for your records and is marked as re-run, so it can only be reprocessed once — after that the button no longer appears on it, even if the retry declined too.
Note: The retry goes to the same processor that ran the original charge. Admoji only falls back to your load balancer rules if that processor is no longer eligible — for example, it was paused or reached a cap.

When to Use Reprocess vs the Decline Runner

  • Use Reprocess for a single order you are handling right now — for example, while a customer is on the phone after fixing their card details.

  • Use the Decline Runner when you want to retry declines in bulk, schedule them as a job, or force a specific processor or load balancer rule.

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