Retrying Failed Payments
This article is for environments that have enabled the Ledger & Payments Module. If you're interested in setting this up in your back office, please get in touch with the Product Team.
When a payment capture against a bill fails, a slashed card symbol appears against the bill entry in the ledger.
Viewing Failed payments
The steps to view a failed payment are as follows:
- Go to the Ledger Module and click the Transaction tab.
- Click on the slashed card symbol against a failed payment in the Ledger Module.
- This takes the user to the "Failed Payments" sub-module, where the user can see various reasons for failed payments and can retry the payment.
There are various statuses of failed payments:
- Awaiting Action
- Retry Processing
- Retry Failed
- Payment Succeeded
Retrying Failed Payments
The steps to retry a failed payment are as follows:
Please skip the 1st step if you are already in the "Failed Payments" sub-module.
- Go to the Payments Module in the left panel and click the Failed 'Payments' button.
- Pick the failed transaction which will have the 'Awaiting Action' status.
- Click the three dots button to get a dropdown and choose the 'Retry Payment' option.
- Click 'OK' on the Retry Failed Payment Modal to confirm it.
- The payment status will change to 'Retry Processing'. At this stage, the three-dot (Action) button is inactive until the payment status is received from the payment gateway portal.
- If the retry fails, the red ' Retry Failed' status appears against the entry.
At this stage, it is advisable to change the customer's default card, which will be discussed in a separate article.
If the payment is successful, the green successful tag appears.
