Process active orders with failed billing events

An order with an Active status can have previous failed billing events.

This situation can occur because BillPro assigns a Failed status if the most recent billing event failed with a soft-decline, but then BillPro continues to collect billing events.

If a billing event is approved, then BillPro makes the order Active again. But the order can still have one or more previous billing events that failed with a soft-decline, and an outstanding amount.

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Automatic collection

If you add or update a card for an order, BillPro automatically collects the outstanding amount. So if you want to reschedule or change failed billing events, do this before you add or update the card!

Display active orders with failed billing events

Typically, you could find an active order with failed billing events from the Billing Exceptions list, which you can access from the Payments section. When you open the Order Summary, the order Status is Active.

But when you scroll down to Related Transactions, there are some soft-declined billing events. These are debit (DB) transactions with a red flag. To display more information about why a billing event failed, click on the TRANSACTION UNIQUE ID.

The following screenshot shows an active order with a failed billing event. In this case, BillPro's auto-retry feature is active but all the retries were consumed without recovering the failed billing event. All retries have the same SPID (scheduled payment identifier) as the original billing event.

Manage failed billing events in an active order

To manage failed billing events in active orders, do these steps.

1. In the Order Summary, from the gear options menu, select Payments. BillPro displays the Scheduled Payments pop-up with the billing events for the order.
2. Add up the total of the declined and overdue billing events. If you update the card in the order, BillPro will automatically collect this amount immediately.
3. Retry a soft-declined billing event if it is within 30 days of the soft-decline, and it has not been retried 15 times.
4. Reschedule a billing event so that BillPro will collect it automatically, and you can also change the amount.
5. If there are multiple billing events, merge them, and reschedule the new merged billing event, and you can also change the amount.
6. To not collect a billing event, you can skip it, and you can also cancel the order, which will skip all remaining billing events.

For more details, see Manage billing events.