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Automatic Retry Recurring Billing Feature FAQ


Doc ID:    A1774
Version:    1.0
Status:    Published
Published date:    10/26/2017
 

Answer

Q: What is Recurring Billing Automatic Retry? 
A:  Automatic Retry enhances Recurring Billing so you do not need to manually collect failed payments. With Automatic Retry, your customer's subscriptions will not terminate due to payment failures and will remain in a suspended status until you update the subscription's payment details. Once updated, the subscription will automatically retry the failed payment in the subscription.
To enable this feature, go to the Recurring Billing page under Tools and click on "Enable Automatic Retry" under Settings. Please note that once you enable Automatic Retry, you cannot disable it. It is strongly recommended that you contact your software provider/developer prior to enabling this feature if you are unsure whether this feature may disrupt your current Recurring Billing integration.

Q: Will failed payments that cause the subscription to be suspended count against the scheduled payment occurrences?

A: No. When a scheduled Recurring Billing transactions fails, and causes the subscription to be placed in a suspended state, the failed payment will not count against the total number of payments scheduled to run within the subscription. Only successfully authorized transactions will count against the occurrence schedule of Recurring Billing subscriptions.

Q: What action do I need to take when a subscription fails?
A: When a subscription is suspended due to a failed transaction you will still need to un-suspend the subscription by updating it appropriately in order to reactivate the subscription. This action will place the subscription in the queue for the next day's Recurring Billing run, regardless of the scheduled interval. If the next days Recurring Billing transaction fails again the process described above starts over again and places the subscription back into a suspended state without counting against the occurrences scheduled within the subscription. Note that if the subscription is not reactivated before the next interval payment date is scheduled, Retry will not bill twice to make up for the missed interval payment during which time the subscription was suspended. It will simply continue counting down the occurrences for each successful transaction.

Q: If a Recurring Billing subscription is suspended past the next scheduled interval payment date, how do I charge for the payment that didn't occur during the suspension period?
A: There are several options available to you if this happens. You may edit the dollar amount of the next scheduled subscription. If you have Customer Information Manager (CIM) enabled, you may use the associated CIM payment profile to process the transaction. You may also use the Rebill feature, if the subscription has had a successful transaction within the last 90 days, found in Transaction Details to process the transaction. Please note that performing any of these actions will not change the total occurrences scheduled to run on the subscription, and as such you may need to edit the total number of scheduled occurrences if you process a one-time payment using Rebill or CIM or if you edit the next scheduled payment amount. 


Q: If I don't want to use the Recurring Billing Retry feature, do I need to do anything to opt-out?
A: No. If you have receive any notifications about this feature it will only be to inform you that it is now available. If you wish to use our Recurring Billing service, you are not required to opt-in to the Retry feature.

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