If your business offers subscription products or payment programs, the recurring payments should ideally run smoothly without your intervention, even when the customer’s credit card fails. To make this possible, Ontraport has a discrete built-in system for managing credit card collections and recharges. This makes it easy to manage the frequency and duration of retry attempts when a customer’s card fails.

In Ontraport, the default duration for recharge attempts is once every 3 days for 90 days. This does not require any setup and is automatically in Plus accounts and above. If you want to adjust those values, read below.

Steps


Customizing your recharge settings

  • Go to  > Settings > 
  • Specify how often (in days) you’d like Ontraport to attempt recharging a card from a previously failed transaction.
  • Specify the duration (in days) of your recharge cycle. At the end of this recharge cycle, Ontraportwill automatically change the item’s payment status to “write off” in accordance with standard accounting principles. This prevents you from processing the transaction. Establish a reasonable period of time for your customers to pay, such as the default 90 days.
  • Click .

Creating automation around your recharge settings

If you want to set up automation to fire around your recharge settings (e.g., sending an email to the customer whose card failed or to your team when a membership access needs to be restricted or granted), there are four customizable options that allow you to do so:

  1. The First Time the Transaction Fails, Run These Rules: This allows you to customize what your customers and team members experience immediately after a credit card transaction fails for the first time.  
  2. After the First Failure, Run These Rules Every Additional Time the Transaction Fails: This allows you to create rules that run for every additional failed transaction beyond the first. With the default setting of retrying every 3 days, these rules would also run with each retry. An email to the customer in this section should instruct them how to update their credit card details.
  3. After the Last Failed Attempt, Run These Rules: This allows you to customize what happens after the last failed attempt to recharge a card. Note that these rules are run after the order is in write off status. Your customer can no longer pay for this order, but you can refer them to a new order form to purchase the item again if desired, or have them contact you to settle the issue manually. A rule in this section can also create a task for you to review the issue and file a court case to recover the amount, etc.
  4. If the Transaction Is Successful, Run These Rules: This allows you to create rules that run if a previously failed transaction went through successfully. These rules can notify the contact owner, restore their WordPress membership, etc.

For each of the four options above, you can add rules that trigger automation using the following steps:

  • Click .
  • Click  and select the condition you would like to apply.
  • Click  and select the action you want to have happen in response to the condition.
  • Click  first to secure the rule settings, and then click   in the upper right to secure all changes you’ve made.