If the credit card that cleverbridge has on file is correct, but the payment cannot be processed, then it is possible that one of the following issues has occurred:
- the credit card limit was exceeded
- the card issuer closed the card owner's account
- the card owner missed several payments and the card issuer suspended the account
- the card owner's account was flagged for fraud
When such issues occur, oftentimes the card owner resolves the problem quickly, making the card available for transactions again. As a result, when a payment cannot be processed, we use our Retry Logic to attempt to process the payment again after a defined number of days.
By default, cleverbridge executes the Retry Logic one time. This occurs 5 days after the initial failed payment. However, it is possible to customize the following Retry Logic options for your client account:
|Schedule Multiple Retries||You can schedule up to 4 retries during the 14-day period after the initial failed payment. cleverbridge offers 2 retries free-of-charge. Any additional retries are subject to negotiation.|
|Change Retry Schedule||It is possible to schedule retries up to 14 days after the initial failed payment. We found that the optimal cadence for two retries is on the 3rd and 14th day.|
|Combine Retry with Account Updater||It is possible to combine the Retry Logic with a second Account Updater attempt to maximize the retry success rate. You could schedule the Account Updater call to occur sometime between the initial failed payment and the retry. For more information about this retention tool, see About Account Updater.|
If you are interested in changing the configuration of the Retry Logic for your account, contact Client Experience.
The Retry Logic procedure involves the following steps:
cleverbridge analyzes the return codes in the payment provider’s response for the unsuccessful billing attempt. In case of a hard decline, such as an expired or invalid card, no retry attempt is made. Soft declines are often the result of a temporary issue, such as an exceeded credit card limit. Another billing attempt can be made.
By default, the retry is scheduled for a date five days after the unsuccessful billing attempt. This time span can be configured. A history entry is made, which you can view in the History section of the Purchase viewer.
The cleverbridge platform automatically sends an email to the customer of the type Subscription > Retry payment notification. It informs the customer that payment for a subscription failed and that payment will be retried in n days. This email can be deactivated.
Before a new billing attempt is made, several scenarios are checked to identify possible changes in the subscription:
- If the customer has canceled the subscription or successfully made another payment attempt on his own, the credit card is not charged.
- If the customer has changed his payment details, no retry is made using the old data.
- If the original transaction is not considered valid for a retry attempt anymore, no other payment attempt is made.
When the scheduled retry date is reached, the Retry Logic is executed.
- If the billing attempt is successful, the subscription for the product is renewed. The cleverbridge platform automatically sends an email to the customer of the type Invoice (receipt). It informs the customer that payment for his subscription was successful.
- If the billing attempt is not successful, the subscription is put on hold. The cleverbridge platform automatically sends an email to the customer of the type Subscription > On hold notification. It informs the customer that the subscription has been deactivated because payment failed.
A history entry is made, which you can view in the history section of the Purchase viewer.
To avoid charging customers twice for a subscription, you should be careful when using our Retry Logic in combination with winback campaigns which utilize our
ChangePaymentSubscriptionURL. For more information, contact Client Experience.
For clients who handle subscriptions themselves, our Retry Logic is available on request. For more information, contact Client Experience.