Failed payments processed through Stripe can be customized to specify the number of retry days before your customer's subscription is canceled. Learn to customize Stripe's Smart Retries.
In this article:
- Managing failed payments in Stripe
- Stripe's smart retries
- Use custom retry schedule
- Auto Revoke/Auto Grant After Failed Payment
- Viewing Stripe failed payments in Kajabi
- How to Export Failed Payments
Managing failed payments in Stripe
In your Stripe Account, you can customize how potential failed payments are handled when processed in Stripe:
- Customize Stripe's Retry schedule if a payment failure occurs.
- Create Customer emails to send when a card payment fails.
- Adjust the Subscription status to determine the action that will occur if all retries for a payment fail.
Stripe's smart retries
Stripe uses machine learning algorithms that train on data collected across the Stripe network to optimize retry logic and minimize failed payments.
Check out Stripe's documentation on Smart Retries.
Use custom retry schedule
Select Use custom retry schedule to create your very own retry schedule within 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:
Auto Revoke/Auto Grant After Failed Payment
If you want to revoke product access after the first failed payment for a subscription or multiple payments, and then have access auto-granted back to your customer once the payment has succeeded, this setting can now be turned on from your Customer Payments setting page. This feature is exclusively available to Kajabi Payments and Stripe.
To turn on Auto Revoke/Auto Grant:
- From your Kajabi Dashboard, navigate to Settings.
- In Settings, select Customer Payments.
- Toggle the box under the revoke and grant access section.
- Hit save to apply the changes:
Viewing Stripe failed payments in Kajabi
You can view failed payments for Stripe integrations:
To access information regarding failed payments, follow these steps:
- Navigate to the Purchase Information page
- Click the “Transactions” tab
- Click Filter.
- In the Filter Menu, select Failed, and Stripe
- Apply the filter to view failed payments.
- Use “...” to view more details about the failed payment:
Understanding statuses
- When a subscription or multiple payment fails, the billing status will be Past due.
- In the transactions tab, you can see which transactions are Retrying and when they are scheduled to be tried again.
- When a failed payment reattempt is successful, the subscription or multiple payment billing status will change back into an Active state and future payments will be collected on the next billing cycle.
- If all retries fail, the subscription or multiple payments will be updated depending on the settings you’ve selected in Stripe.
How to Export Failed Payments
To export your transactional data as a CSV file:
- Navigate to Sales.
- Click Transactions.
- Select Filter.
- Choose Failed in the Filter menu.
- Apply the changes.
- Click Export:
And that’s how to manage failed payments in Stripe! Please vote below and let us know if you found this article helpful. We value your feedback. Thanks for being the best part of Kajabi!
