Manage delinquent subscription payments
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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.
Customer self-service: paying a delinquent subscription
Customers can resolve a delinquent subscription themselves from their subscription page on the store.
If the subscription has an overdue payment, a Pay Now button is displayed at the top of the subscription detail page showing the amount owing. The customer selects the button, confirms payment on the next page, and the system automatically:
- Processes the payment using the card on file
- Clears the Delinquent Date and Delinquent Reason
- Advances the Next Billing Date and Next Renewal Date
The subscription goes back into the normal renewal cycle with no manual intervention needed.
If the customer’s card on file is missing or needs to be updated, they should first update their payment details from the subscription page before using the Pay Now option. See Manage customer subscriptions for instructions on updating payment details.
:::note The Pay Now feature requires StoreConnect v20.0.39 or later. :::