This article explains how Learnybox retries a scheduled payment when the first attempt fails.
Before creating an unpaid-payment record, Learnybox makes several automatic attempts. You can also enable an automatic follow-up email and take further action manually from the unpaid payment record.
How automatic payment retries work
When a payment is due, Learnybox makes the first attempt on the scheduled due date, referred to as D.
When the first attempt fails, Learnybox automatically makes two further attempts in the following days:
a second attempt on D+2
a third attempt on D+4 if the payment still hasn't gone through
When all three attempts fail, Learnybox automatically creates an unpaid transaction record.
You can find it by going to:
Sales → Orders & invoices → Unpaid Transactions
Send an automatic follow-up email after a failed payment
After each failed payment attempt, Learnybox can automatically send the customer a follow-up email. This email is sent only when the feature has been enabled.
To customize it:
Go to Sales → Orders & invoices
Open the Settings tab, then open the Emailing sub-tab
Enable the option:
Email the customer if a payment fails
Customize the email (subject and content)
Click Confirm (bottom right) to save your changes.
Manage an unpaid payment after the automatic attempts
Once an unpaid transaction record has been created, go to:
Sales → Orders & invoices → Unpaid Transactions
Click the view icon to access the unpaid transaction details.
From the unpaid transaction record, you can:
manually send the customer a personalized email.
retrieve the link to the page where the customer can update their bank card details.
contact the customer by phone.
change the unpaid payment’s status.
You can also retrieve the link to the order page by accessing the original transaction's details page (by clicking the linked transaction ID).
What your customer receives
When a payment attempt fails, the customer may receive a follow-up email if automatic email delivery following a failed payment has been enabled in your settings.
Depending on the action you take from the unpaid transaction record, you can also send them:
a link to the order page
a link to update their bank card details
a personalized email containing any information needed to resolve the situation
What should you do if the customer does not resolve the unpaid payment?
When the customer has still not resolved the unpaid payment after the automatic attempts and your follow-ups, you can continue monitoring the situation from the unpaid transaction record.
You can contact the customer by phone, add an internal note visible to administrators only, and change the record’s status to reflect the progress of your internal follow-up.