Every so often a client's payment may be declined by Stripe. There are many different reasons why this might happen, including expired credit card details, insufficient funds or incorrect BSB and account number.
There are a number of ways Pogozo can help ensure the next payment goes through.
Declined payment notification
When payments are declined an email will be sent to the client informing them their payment has been declined. You can customise this email for you business by editing the default template created by Pogozo.
You can also turn these automatic notifications off if you would prefer.
An email will also be sent to the owner of the Pogozo account and an automatic task will also be crated and assigned to team members selected in your task settings.
Managing failed payments in Pogozo
When a payment fails in Pogozo the client's invoice status will change to Payment Failed. This can be seen in both the client profile and in finances.
For invoices created and paid via Stripe by a team member, for example after an appointment, you can retry the payment by processing the payment for the invoice again.
You can learn how to pay an invoice via Stripe with this how-to guide.
If the failed payment was for a membership, you can manually retry the membership yourself.
Go to the client's profile, then click on Appointment & Classes and then click on Memberships.
The membership payment that failed should have the payment status Payment Failed.
For memberships with failed payments, a retry button will appear. To retry the payment click the Retry button.
If there is no retry button, or the status of the payment is Pending payment, the payment is likely being retried by Stripe's Smart Retries. You can read about Stripe's Smart Retries below.
Managing failed payments in Stripe
Stripe uses machine learning algorithms that train on data collected across the Stripe network to optimise retry logic and minimise failed payments.
You can read all about Stripe's Smart Retries here.
In your Stripe Account, you can customise how potential failed payments are handled when processed in Stripe.
Log into your Stripe account.
Click the Settings tab.
Under the Billing card, click Subscriptions and emails.
Configure the steps you'd like to take when charging a customer's payment method fails within Manage failed payments.
Click Use custom retry schedule to configure your Retry rules.
This will determine how much time is between each charge attempt and after how many attempts the subscription is automatically canceled.Click Save to keep your changes.