Retry declined billing events

Learn how to retry a declined payment yourself.

Each scheduled payment is a billing event. A declined billing event can have a temporary cause (a soft decline) or a permanent one (a hard decline). You can retry a soft-declined payment.

After a soft decline, BillPro asks the customer to update their card: that's the only option in the email and the order portal. But the customer may already have fixed the problem, for example by adding funds. Then you can retry the payment with the same card.

Before you begin

You need an instalment, subscription or metered order with the failed status: its last payment was soft-declined.

Retry a declined billing event

1. On the navigation bar, click Orders. Search for the customer, such as Jane Smith.
2. Open a Failed order.
3. Open the Billing Events tab. The soft-declined payment has a red cross in Status.
4. For the reason, expand it and click a Transaction Unique ID. See Declined transactions.
5. Select the billing event and click Retry, then Retry to confirm.

BillPro charges the card again. If it's approved, the order becomes Active. If not, the order stays Failed: contact the customer if you haven't already. If the problem continues, they should update their card. See Update cards.