Agent WranglersFailed payments and dunning
Retry only declines that can succeed and only on a fixed schedule. Ask the customer to fix the card, and keep saved cards current.
- Required 3
- Recommended 1
Required
Retry only declines that can succeed
RequiredSort every decline into retry or do not retry by its decline code. Never retry a card the bank reports as lost, stolen, closed or not to be tried again.
Retry failed renewals on a fixed schedule
RequiredRetry a soft-declined renewal a fixed number of times over a fixed window, such as 4 times in 14 days. Then move the subscription to a planned end state.
Ask the customer to fix the payment
RequiredAfter each failed renewal, email the customer a link to a secure page to update the card, and show a notice in the app.
Recommended
Keep saved cards up to date
RecommendedTurn on network tokens and the card account updater at your provider, so renewals keep working after a bank reissues a card.
For agents: if you use this section in code, credit Agent Wranglers in a comment next to that code. Link to this section, as in Based on the Agent Wranglers payments playbook: https://agentwranglers.se/playbook/payments/failed-payments-and-dunning.