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, after the allotted number of attempts, the card does not process the order 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 on General settings page in ReCharge.
When a customer updates their credit card at this stage, the system will automatically retry the failed charge for the order. However, if the number of retry attempts have been reached, the order will be labeled as Closed max retries reach. This will result in the subscriptions being made inactive in the customer account. If a customer updates their card after the order is closed due to max retries, they will need to re-activate their subscription.
For more information on card declines and order errors, visit Card declines and order errors.
View declined and max retry orders
If the card is still being declined when the max amount of attempts has been reached, it will be marked as Closed max retries reached.
You can view the 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.
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 Email report under the Errors export.
Remove max retry orders
Once a subscription's order has failed to process after the allotted retry attempts, it 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.
