If your customer's payment was declined, there is a process for handling this.

The Ongoing app will automatically try to charge your customer again (for a total of 3x).

Ongoing waits 24 hours between each billing attempt.

Ongoing defaults to 3 total billing attempts (this can be adjusted on Settings).

The customer is able to update their payment information at any time from the customer portal.

DUNNING MANAGEMENT PROCESS

  • If the first billing attempt was declined payment, then Ongoing attempts to charge the customer again 24 hours later (2nd Billing attempt)

  • If the 2nd billing attempt was successful, then the customers paid successfully & a subscription order is created.

  • If the 2nd billing attempt is declined, Ongoing attempts to charge the customer again 24 hours later (3rd Billing attempt).

  • If the 3rd billing attempt was successful, then the customers paid successfully & a subscription order is created.

  • If the 3rd billing attempt is declined, Ongoing sets the status of the subscription contract to Failed.

Failed Status

The "Failed" status means the customer's payment was declined the max # of times & essentially deactivates the subscription.

The merchant will be notified if the customer's account has been changed to Failed.

Reactivating Subscription after updating Payment Information

With a Failed status, the customer still has the opportunity to update their payment information and set the status back to Active on the customer portal.

This will restart the billing attempts from scratch.

Alternatively, the merchant can also set the status back to Active for the customer.

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