To ensure that customer subscriptions remain active after multiple failed payment attempts, follow these steps to adjust your Stripe settings relating to failed payments:
Failed payments in Stripe can result in subscriptions being automatically cancelled after multiple unsuccessful billing attempts. Understanding this default behaviour is crucial to managing subscriptions effectively.
This includes adjusting settings to prevent automatic subscription cancellations and understanding the impact of failed payments to ensure seamless operations.
Subscriptions and Emails
1. Access your Stripe account and select the settings cog. Then select Billing, followed by Subscriptions and emails.
2. Next, scroll down to the section 'Manage failed payments' where you can configure payment attempts and settings.
You can alter the retry schedule for failed payments. Select Use Smart Retry policy for subscriptions and set it to 8 times within 2 weeks.
Customer emails section - Select Link to a Stripe hosted page.
Please ensure you update the 'Subscription Status' option to leave the subscription as overdue/past due/unpaid.
Save your changes.
3. We also recommend switching off the 'email finalised invoices to customers' option to allow for more flexibility and control from the Stora system.
For more detailed information, refer to Stripe's documentation on managing failed payments.
Resolving Issues for Cancelled Subscriptions.
If Stripe has already canceled a customer's subscription:
Cancel the Subscription in Stora. Since it no longer exists in Stripe, it must also be cancelled in Stora.
Recreate the Subscription.
Create a new subscription for the customer in Stora.
Use the saved payment card for the customer in the system.
Set a new start date aligned with the next billing cycle.
Allocate the desired service or unit and grant early access if applicable.
Raise a One-Off Invoice. Issue a one-time invoice to cover any missed payments. By following this process, you can re-establish an active subscription for the customer while addressing outstanding payment concerns.