How a delinquent payment is treated in StoreConnect
If a subscription payment fails the Delinquent Date is set to the date of the first failure, and the Delinquent Reason is set with a date and any message returned by the payment provider (e.g. Card Expired).
On a successful retry, the subscription is processed as normal and the delinquent date and delinquent reason fields are cleared.
Payment retries
While the Next Billing Date is in the past and a Delinquent Date is set, StoreConnect automatically retries the payment 5 times, with increasing wait times:
- 1 day after delinquent date
- 2 days after delinquent date
- 3 days after delinquent date
- 5 days after delinquent date
- 8 days after delinquent date
On each subsequent failed retry, the Delinquent Reason the date and any message returned by the payment provider is appended to the end of the existing field data, creating a log of each failed attempt.
If the final attempt fails, the Suspended Date is set, and no further payments will be attempted. We recommend that you set up a notification in Salesforce so you get alerted when this happens. You can also configure an email to go out from Salesforce to alert the contact each time a payment has failed and when it can be attempted again.
Once suspended, if you choose to try taking payment again, you need to remove the Suspension Date and the Delinquent Date from the record so it gets picked up again on the next run.