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.