This article guides you on how to collect payment on a failed membership payment.
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Stripe retry feature
If a membership payment fails, Stripe automatically retries the payment for you. Here’s how it works and what you need to know:
At a high level, Stripe uses machine learning to find the best times to retry failed payment attempts. By analyzing various factors, Stripe decides the optimal times to retry payments.
When does it retry?
When a membership payment fails, Stripe will reattempt the charge up to eight times over two weeks.
❗Important - Stripe uses the customer's default card on file. To use a different card, It needs to set that card as the default first.
Verifying default credit card
1. Log in to your Moxie Suite account using this link.
2. Within the Global Nav, click Clients.
3. On the Clients page use the search for the client. You can search by name or phone number. After finding the client click on their card.
4. Navigate to the client's wallet.
5. On this page scroll down to the Credit Cards section. The card with he words default card is the one Stripe uses to process the membership payment.
6. If the card is correct and verified with the client Stripe will reattempt the payment at a later date. Reminder: Stripe will automatically reattempt to process the payment up to eight times over the course of two weeks.
7. If they wish to add a new card you can do this for them on the same page. Click the Add a new card button and proceed through the prompt. After entering their information the card will now appear on the client's wallet page.
8. To make the new card the default click on the ellipses > Set as default
✏️ Note - If you'd like to know when the next scheduled attempt is for please reach out to your PSM.
Watch this video on verifying the default card on file for a client in Moxie Suite.