Manually Retry a Recovery Payment

Purpose

Submit one authorized manual retry for an eligible failed payment after reviewing the failure details, amount, customer, and payment method.

Before you begin

• Confirm that the customer authorized the payment.
• Verify that the order still shows a payment issue and that a retry is not already processing.
• A manual retry is available only when the order page displays the circular-arrow Retry action.
• If the saved payment method is invalid or expired, replace it before retrying.

Procedure

1. Open Revenue Recovery, open the failed payment’s three-dot menu, and select View details.
2. Confirm the customer, amount, failure reason, failure code, failure time, and payment history.
3. Select the circular-arrow Retry icon in the upper-left corner of the order details.
4. In Confirm manual retry, verify the amount, product, customer, and payment method. Select Change payment method when the displayed method cannot be charged.
5. When Retry now is enabled, select it once. Do not submit another retry while the result is processing.

Confirm the result

Return to the order’s payment history and verify the new transaction status. If the payment succeeds, the order should no longer require another manual retry.

Troubleshooting

• Retry is not displayed: The order is not currently eligible for a manual retry or the user lacks permission.
• Retry now is disabled: Review the displayed payment method. Use Change payment method when the card is expired or otherwise invalid.
• The retry fails: Read the new failure reason and code before deciding whether to update the payment method or contact the customer.
• The result is still processing: Wait for the transaction status to update. Do not select Retry now again.