Handling Failed Customer Payments

When a customer's payment fails, it's important to track and manage the issue promptly to ensure accurate records and minimise disruption to your booking process.

• Failed payments are highlighted in red under the PAYMENTS TABLE tab on your dashboard.

• We recommend performing daily reconciliation checks to monitor payment activity and identify any issues early.

• If a customer's card is declined by Stripe, the Subscription Payments menu will show the status as Failed in red.

• Stripe will automatically attempt to retake the payment up to four times.

• Insufficient funds, technical errors, or temporary card suspension
  Stripe will typically resolve the issue by successfully retaking the payment within the retry attempts.

• Card reported lost, stolen, or marked as fraudulent
  In this case, Stripe may not be able to process the payment, and the retry attempts may all fail. The customer will not be charged for that session or slot.

If Stripe is unable to collect the payment after four attempts:

• You will have one or more unpaid slots linked to that subscription.

• These are considered lost payments and must be manually invoiced to maintain accurate booking records.

1. Navigate to the BOOKINGS tab.

2. Click on INVOICES.

3. Follow the usual steps to create an invoice for the missed payments associated with that customer.