Automatic retry settings

When a customer's subscription payment fails, DoDays can re-attempt it for you on a schedule you choose, so you spend less time chasing missed payments.

You'll find these options under Settings -> Automatic Retries.

Enabling automatic retries

Automatic retries are off by default. Switching them on unlocks the delay, the attempt cap and the optional processing fee below.

Only subscription payments are re-attempted. One-off payments are never picked up, whatever your settings say.

Retry delay

The number of days after a failure is recorded before DoDays re-attempts the missed payment.

The delay counts from the day the failure was recorded rather than the day the payment was due, which matters for bank payments - Bacs takes up to three working days to confirm a failure.

Max attempts

The total number of attempts allowed, including the original payment. A cap of 3 buys you two re-attempts; a cap of 1 buys you none.

Once the cap is reached, DoDays stops trying and hands the customer back to you. See resolving payments manually.

Processing fee

You can optionally recover the cost of a failed payment by adding a fee to the customer's account each time one of their subscription payments fails.

The fee is a debit against the customer's balance rather than a payment of its own, so it's settled when you reconcile their account. DoDays never tries to collect it separately.

TIP

The processing fee sits under automatic retries and only applies while they're enabled. Switching retries off clears the fee too.

This is not the same as your fee setting, which decides whether you or your customers cover the DoDays and Stripe fees on a booking.

Keeping customers informed

While automatic retries are enabled, customers on a subscription are emailed three days before each payment is collected. Switching retries off stops that reminder entirely.

Customers are also emailed whenever a subscription payment fails. That one goes out either way - it's the notice DoDays has always sent - but with retries enabled it names the date of the re-attempt rather than asking the customer to clear the balance themselves.

Where a processing fee applies, both emails state the amount.

For what your customers see at each stage, read when a subscription payment fails.