When a customer experiences an order error, the system will retry their payment based on the number of attempts you have set in your Recharge account. If the card does not process the order after the allotted number of attempts, it will be marked as Closed max retries reached. This guide provides an overview of the status of these orders.
Understand the retry process
When a customer's order fails initially, the Recharge system will retry the charge the day after the first failed attempt. By default, Recharge will continue to retry the payment every six days for six more attempts.
These retry intervals can be adjusted in the Failed charges section of the Payment (General) page in Recharge (click the wrench icon, then select Payment (General).
When a card fails the maximum number of retries, the order will be labeled as Closed max retries reach. Recharge will stop retrying the card, but if a customer updates their credit card at this stage, the system will automatically retry the failed charge for the order.
For more information on card declines, order errors, and the dunning process, visit Card declines and order errors.
Set your max retry settings
You can specify how Recharge will handle orders after the last retry attempt:
- In the Recharge Dashboard, click the wrench icon and select Payment (General).
- Under When maximum number of retries are reached, select your preferred option.
- Click Save.
|Max retry option||Definition|
|Default||The subscription is cancelled, 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 cancelled. Customers will not receive a cancellation email.|
|Cancel and send email||Active subscriptions, customer account, and any pending charges are cancelled. Customers will receive a cancellation email.|
View declined and max retry orders
You can view error charges by clicking Orders in the Recharge Dashboard and selecting the Charge errors tab.
If you want to manually retry a charge, click the gear icon next to the charge in question and select Retry charge.
If you have your max retry settings set to Default or Do Nothing, you can also view your orders with a Closed max retries reached status within the Errors tab.
Recharge also provides a CSV report for viewing all charge errors. To access your Errors report, click the wrench icon in the Recharge Dashboard, and click Exports. Click Create export and then choose Orders - Errors as the export type.
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 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 gear icon next to an order with a Closed max retries reached error status. Select Cancel Subscription & Stop Retrying.
If you would like to perform this action in bulk, click on the Close all max retry orders button.
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