Understanding the Failed Payment Report


This article will take you through; 

  1. What is the Failed Payment Report
  2. Navigating to the Failed Payment Report
  3. What happens when a client's payment fails
  4. Understanding the Failed Payment Report
  5. Next steps and additional support

What is the Failed Payment Report?

The 'Failed Payment' report is a revenue report that shows you all of the failed card payments from your client's memberships, which can be exported into a CSV-formatted report for use in spreadsheet apps.

Navigating to the Failed Payment Report

To navigate the 'Failed Payment' report from the dashboard follow these steps;

  1. Click on the 'Reports' tab
  2. Click on the 'Report List' tab
  3. On the left-hand side, scroll down until you see 'Revenue'
  4. Click on the 'Failed Payments' tab


What happens when a clients payment fails

If a clients' recurring 'Glofox Payment' (stripe card payments) fails on the first attempt, Glofox will attempt to take the payment three more times over the coming days making it four attempts in total to take payment.

After the first failed payment, the client will not be allowed to use the membership they are on to book until a successful payment has been made.

If the fourth and final attempt to take payment is unsuccessful, the client's membership will not be updated. Glofox will then try to take the next payment in the subscription cycle.

You can retry the failed payment manually or forgive the failed payment using the 'Retry' or 'Write Off' buttons on the right-hand side of the failed payment within 'Failed Reports' on the 'Report List' tab in 'Reports'. To see the 'Retry' and 'Write Off' buttons click the arrow on the right of the payment; 


Please note;

If the clients' payment fails on a once-off payment for a service or product, you will be notified with a pop up to say the payment has failed. These types of failed payments will not show up in the 'Failed Payment' report.


Understanding the Failed Payment Report

Within the 'Failed Payment' report, you can select the length of time you wish to view and analyze. For example, you can view by;

  • Week
  • Month
  • Year
  • Custom length

Once you select the time period you would like to view, you also have the ability to download a 'Failed Payment' CSV report that via the 'download' button located on the right-hand side of the screen;


Next steps and additional support

Find out more about the 'Transaction Report' here;

For additional support reach out to support@glofox.com and we will be happy to assist you. 


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