What Happens When a Recurring Payment Fails?

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This article will take you through;

  1. What Happens When a Recurring Payment Fails?
  2. Next steps and additional support

What Happens When a Recurring Payment Fails?

If a member's recurring payment fails on the first attempt, Glofox will attempt to take the payment three more times over the coming days making it 4 attempts in total to take payment. This applies to both card and direct debit payments.

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

If the 4th and final attempt to take payment is unsuccessful, the member's membership will not be updated. 

You can retry the failed payment manually or forgive the failed payment using the Retry or Forgive buttons on the right-hand side of the failed payment. To see these buttons click the arrow on the right of the payment.

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Please note;

This feature is only available to you if you are on Glofox Payments (Stripe)

Automatic Retry

Glofox will help collect failed payments by automatically attempting to take the payment again three additional times. These retries are at a set interval of:

  • 1 day after the initial failure date
  • 4 days after the initial failure date
  • 11 days after the initial failure date   

Please note;

If you are a Stripe Standard customer your retry schedule will be 1-2-3 instead of 1-4-11

Manual Retry

Clicking Retry will attempt to take the payment immediately. If it is successful the member's membership will update. If it is not successful you will see the reason in the bottom left of the screen. 

You do not usually need to click Retry as Glofox retries automatically. 

Forgive

Clicking Forgive will stop the payment being attempted again in the future. You will not be able to process the payment and Glofox will not attempt to automatically retry the payment.

This can be used if a member pays you with an alternative payment method for the failed subscription cycle. 

Next steps and additional support

Once you understand this, you might want to take a look at the 'Failed Payment Report'; 

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

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