It’s definitely not the merchant’s responsibility to catch when your card changes.
We have this at work thanks to Stripe, and it’s wildly inconsistent. But beyond that, it won’t do anything for a closed/canceled card/cardholder account.
That situation was fully on OP. This could have happened at GCP, AWS, Azure, Linode, OVH, Rackspace, Oracle Cloud, you name it.
> It’s definitely not the merchant’s responsibility to catch when your card changes.
Well seen that the tech exists, they're not just leaving money on the table by not using it (to update card that just expired) but they're also burning money on pointless support, support which wouldn't need to happen in the first place had they updated the month/year of expiration.
I mean: we're literally talking about credit cards often keeping the exact same owner name, the very same number and just having their MM/YY of expiration changed. It's not rocket science to update in a DB after an API call. And what's the catch on at least trying? If it works, you saved everybody time. If it doesn't work, it's not worse than your current "solution".
I understand politicians and lawyer-minded people saying: "technically it's not our responsibility" but they're wasting everybody's time, leaving money on the table and wasting money on support.
It's just poor judgment to react like that instead of thinking as to how life could be made better for everybody, starting with your paying customers (which, btw, are the reason you exist).
> Well seen that the tech exists, they're not just leaving money on the table by not using it (to update card that just expired) but they're also burning money on pointless support, support which wouldn't need to happen in the first place had they updated the month/year of expiration.
To lend a bit of insight as someone who works in the payments industry: This functionality is generally not free.
If most of your customers come and update their expired cards already - or you offer a service which is so essential to your customers that they generally would freely expend the effort to do so if notified, it doesn't make any sense from a financial standpoint to pay the fees to subscribe to card issuer updates.
These are regionally restricted on top of users being able to opt out of such service at both the visa/mastercard level and at their local banks. This means you cannot rely on the service entirely and have to create alternative flows even if the update system works perfectly. Both Visa and Mastercard detail for developers the manual methods they can use, which still require human monitoring/input. They also both warn people about monitoring this at the merchant level so you minimize disruptions, late fees, cancellations, etc.
Merchant payment services exist that can automatically obtain the updated card-on-file credential when they are about to expire.
Both Visa and Mastercard offer this directly, or you can get the same service from a PSP.