When a customer experiences an payment error, Recharge retries the payment based on your store's retry intervals and settings. This guide provides an overview of the retry process, what happens when the maximum number of retries has been reached, and more to help you manage your charge errors.
Understand the retry process
When a customer's charge fails to process, Recharge will generally retry the charge later in the day, depending on the store setup. If the error relates to a payment error that must be manually retried, Recharge will follow the dunning/retry configuration of the store and only retry the charge on the configured schedule.
Error types and retry settings
Recharge retries the most common charge error types, but some charge errors must be manually retried either due to configuration issues or the customer needs to be involved. The following table outlines which charge errors are retried versus charge errors that must be manually retried.
Click to unhide/hide error types and retry settings
Errors that automatically retry
Must be manually retried
Automatically retry during dunning
Sends card declined notification
Adjust your retry intervals
You can adjust your default retry intervals within the merchant portal.
- In the merchant portal click Settings and select Payment.
- Adjust your retry settings in the Failed charges section.
Set your maximum retry settings
You can specify how Recharge will handle orders after the last retry attempt.
- In the merchant portal, click Settings and select Payment.
- Select your preferred option under When maximum number of retries are reached. See definitions for each option below.
- Click Save.
Max retry option
|Default||The subscription is canceled, but the customer account remains active.|
|Do nothing||The subscription and customer account will remain active, but the order will be marked with an error and no longer retried.|
|Cancel, don't email||Active subscriptions, customer account, and any pending charges are canceled. Customers will not receive a cancellation email.|
|Cancel and send email||
Active subscriptions, customer account, and any pending charges are canceled. Customers will receive a cancellation email.
Note: The Subscription cancellation notification must be enabled within your Recharge notification settings in order to send the email.
Understand closed max retries reached
The Charge processing failed on Recharge Klaviyo metric is triggered if a max_retry error occurs.
When a card fails the maximum number of retries, the order is labeled as Closed max retries reached, and Recharge stops retrying the card. However, if a customer updates their credit card at this stage, the system will automatically schedule a new charge in the retry cycle.
For more information on card declines, order errors, and the dunning process, visit Card declines and order errors.
View declined and max retry orders
View charge errors by clicking Orders in the merchant portal and selecting the Charge errors tab.
If you want to manually retry a charge, click the three dots next to the charge in question and select Retry charge.
View closed max retry orders
If you have your max retry settings set to Default or Do Nothing, you can also view your orders with a status of Closed max retries reached.
- On the Charge errors page, click Filters.
- Click Error type and use the radio button to select Closed max retries reached.
- Click Apply filters.
Download the charge errors export
Recharge also provides a CSV report for viewing all charge errors.
- In the merchant portal, select Exports.
- Click Create export and choose Orders - Errors as the export type.
- Set your date range and enter your email to receive the export.
- Click Create export.
Remove max retry orders
If your max retry settings are set to Default or Do Nothing, any charges that have failed to process after the allotted retry attempts will remain listed in the Charge errors tab and in your Errors CSV until the customer chooses to re-activate their subscription or you decide to close the order.
Closing the max retry orders will change both the subscription and customer status to inactive.
If you would like to remove a single order from the list, click the three dots next to an order with an error status of Closed max retries reached, and select Cancel subscription & stop retrying.
If you would like to perform this action in bulk, click Close all max retry orders.
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