If a customer payment fails, the how you proceed to address this failed payment is determined by their payment method.
Stripe
Stripe
When the failed payment is being made via Stripe, the payment will automatically be reattempted every 24 hours until it reaches the number of failed payment attempts which you have set in your Customer Settings section by going to Settings ➜ Registrations ➜ Customers or by clicking here to be redirected.
Once the number of failed attempts has reached the number set in your customer settings, then the customers membership will become unusable, which means that they will no longer be able to use that membership to register for new sessions/events.
Any existing registrations made prior to the membership becoming unusable will remain active though, and customers will still be able to attend these events.
What's next?
If a customers payment has reached the maximum retry limit, you can go into their membership where you will see this payment with a red "Max Retries" label, and you can select the "Resolve" option to either change the payment method, Skip/Edit the payment, or Retry the payment again.
Alternatively, if this payment is for a recurring membership, you could also try skipping that payment, and adding it anew as an "ad-hoc" payment by following the steps in our guide here.
This would be particularly helpful if you want to update the amount the payment is for.
GoCardless
GoCardless
The system does not auto-retry GoCardless payments, so you would need to manually retry these payments in your "Failed Payments" section by going to Billing/Revenue ➜ Failed (here), clicking "Actions" to the right of the failed payment, and selecting "Retry".
Once the payment is retried, it will typically take between 3-5 business days before we know if the payment went through successfully or not, but if it fails, it will show up in the "Failed Payments" section again.
If there are any failed payments you need to address, this will also be displayed in the Dashboard when you log into your account under To-dos:
Offline, Cash, and No Payment Method
Offline, Cash, and No Payment Method
When a customer has added an offline payment method such as cash or any payment method where you would need to confirm the payment manually, their payments would not be categorized as "Failed" payments when they're overdue because they would need to be manually actioned by the business.
Because of this, these payments will appear as "Pending Offline Payments" which would need to be confirmed, voided, or otherwise actioned by the business. To see these payments, please go to To-dos ➜ Offline Payments (here).
Once there, you can click on "Actions" next to each overdue payment and address it accordingly:
Because payments in this case are not technically failing, the membership will not automatically become blocked after a specific number of days, so in this case this is something you would need to implement manually.
When you log into your account, if there's any pending offline payments you need to address, you will see them on the top-right:
No Payment Method
No Payment Method
When a customer membership doesn't have a payment method associated with it (either because the payment method was deleted at some point, or deferred when being added by the business), we will email the customer once a week before their first billing date reminding them that there's no payment method present.
If no payment method has been added by the time they're meant to be billed, we will email them daily reminding them that there is no payment method added to their membership yet.
This email can be edited by going to Communication ➜ Notifications ➜ Customer Membership: Missing Payment Method, and you can use the variables on the right to also include a link which redirects them to their account where they can add a payment method.
They will continue to receive this email daily until a payment method has been added, and each day that passes will count as a failed payment until they reach the number of failed payment attempts which you have set in your Customer Settings section by going to Settings ➜ Registrations ➜ Customers or by clicking here to be redirected.
Once the number of failed attempts has reached the number set in your customer settings, then the customers membership will become unusable, which means that they will no longer be able to use that membership to register for new sessions/events.
Any existing registrations made prior to the membership becoming unusable will remain active though, and customers will still be able to attend these events.