NPSP+ Knowledge Base

Managing Failed Payments

Owned by David Fisher (Unlicensed), created
Last updated: 23 Feb 2021
3 min read

To access the Manage Failed Payments screen, log in to Stripe and click on Settings on the left of the page. Next, click on Subscriptions and emails under the Billing heading and scroll down to Manage Failed Payments screen.

What’s on this page

Retry Schedule

The retry schedule feature allows you to assign a specific time to retry the failed payment. Stripe has two options to choose from: Smart Retries or a custom retry schedule.

Smart Retries uses Stripe’s machine learning to find the optimal times to retry the failed payment. To select Smart Retries, click on the Smart Retries button and select how many times the retry should occur.

Alternatively, you are able to create a custom retry schedule that allows you to choose how many days after the previous attempt to retry the failed payment.

When a payment has failed, the payment Status will show ‘Lapsed’ in the Recurring Donation page under Other Information. Once a successful payment has been made, the payment Status will change to ‘Active’.

 

To see how Stripe’s retry logic works with Vertic’s NPSP+ Solution, see the flowchart below.

 

Customer emails

Here you can select whether or not you want to send the donor an email when card payments fail.

 

 

Subscription Status

Here you can choose what events will happen to the subscription if all retries fail. To select which option you want, click on the Subscription Status pick list and choose your desired action.

 

Invoice Status

Here you can choose what events will happen to the invoice if all retries fail. To select which option you want, click on the Invoice Status pick list and choose your desired action.

 

To Save all changes made, ensure that you click on the Save button at the bottom of the Manage Failed Payments page.