Retry settings for failed payments on subscriptions
You can configure retry settings for all subscriptions in bulk or for each of them individually. Let's review the process for both variants:
- In the Paydock dashboard, go to the Subscriptions > Settings;
- Set the parameters according to your needs:
- Subscription retry count - How many times the customer's card is retried after failing;
- Subscription retry interval (hours) - How many hours in between retries;
- Click Update.
- In the Paydock dashboard, you can configure or edit subscription retry settings from the Subscriptions, Customers and Charges pages;
- Scroll down to the Retry section;
- Choose Custom from the dropdown list;
- Set the retry interval, frequency, number of retries and fail status;
- Click Update/Add Subscription at the bottom of the page.
If the settings are:
Subscription retry count - 5
Subscription retry interval - 48
This means that the customer's payment source is being retried once in every 48 hours for 5 times (therefore, over the course of 10 days). If after the 5th attempt, the payment source still fails, the customer's subscription will be cancelled and a notification will be sent.
What happens if failed payments exceed the retry count?
Your customer's subscription will be suspended. The status of the subscriptions automatically changes to Failed. No further payments will be taken from this customer in the future.
Can I reactivate my subscription?
Yes, you can surely.
- Go to Subscriptions;
- Find the subscription in question;
- Click Actions > Reactivate.
Important note: We do not recommend reactivating any subscriptions that failed a long time ago. Once the subscription is reactivated, the system will make an attempt to make all skipped charges. Please get in touch with your customer first. Or, you can simply create a new subscription.
Will Paydock continue with the normal subscription schedule, even if a certain payment fails?
Yes. Let's say a customer has scheduled payments on the 1st, 14th and 28th. The payment on the 1st fails multiple times and is only successful on the 16th. On the 16th, Paydock will not only try the payment that was originally due on the 1st, but also try and take a "belated" payment for the scheduled payment date of the 14th. The customer would have two payments on that day.