Find all transaction records in Sales > Payments > Transactions
When a scheduled payment fails to process, the subscription enters a failure cycle.
The failure cycle has a maximum duration of 9 days following the first payment attempt.
A new charge is attempted every three days during the failure cycle.
If any attempt is successful, the normal billing cycle is resumed.
If the final attempt to charge your customer fails, the subscription is automatically cancelled.
Notify your customer
Make sure your customer is notified when a payment fails so they can correct it!
Go to Settings > Email notifications
Select the To your leads tab
Filter to show Transactional Notifications templates
Toggle on and/or edit the notifications for rebill failure
Note: Rebill failure notifications will be sent to the buyer only. If you want to receive an email when a customer's rebill fails, go to Email notifications and turn on Vendor failed rebills notification from the To your team tab.
Payment failure example
You will see a total of four failed payment entries if a subscription is automatically canceled (as shown in the previous image)
The first entry is on the day the payment was due.
The three following entries are new attempts to collect the past-due payment.
All transaction entries have a unique “Order ID,” including failed attempts, refund, and cancellation events.
Payments are attempted at approximately the same time of day as the customer’s original purchase. Check the timestamp of past payments in a subscription to estimate what time the next charge will be initiated.