NetSuite - Payment retries
Retrying failed payments manually or via Success+
When a payment fails, the “Retry payment” button will become available for selection on the invoice.
When this button is selected, a pop-up modal will appear with the below 2 options:
- Retry existing payment: Choose this option if the payment failed due to insufficient funds and the original mandate remains active.
- Create new payment: Choose this option if the payment failed due to a non-retriable error (e.g., invalid bank details), which has rendered the original mandate inactive. Before proceeding, ensure the customer has a new active mandate on file.
After you select the desired retry option and proceed, the request will be processed by GoCardless within minutes, and the payment details on the GoCardless > Transaction information subtab will be updated accordingly.
Alternatively, the GoCardless Success+ product can be used to automatically schedule retries for failed payments on the optimal dates for collection.
Once the retry request is initiated (manually or through Success+),
- The “payment status” on the invoice will transition from “Failed” to “Resubmission requested”.
- The “charge date” on the invoice will be updated to reflect the charge date of the retried payment.
Retrying charged back and cancelled payments
You may wish to retry collecting an invoice payment if the original payment was charged back by the payer or cancelled by the bank (for example, if the customer’s bank account was closed). In these cases, the “Retry payment” button will become available for selection on the invoice.
When this button is selected, a pop-up modal will appear with the below option for reattempting the collection of the invoice payment:
- Create new payment: When you proceed with this option, a new payment request will be submitted against the current mandate on the invoice. If that mandate is inactive, an error will appear, and the customer will need to set up a new active mandate before you can proceed.
After the new payment request is processed by GoCardless, the payment details on the GoCardless > Transaction information subtab will be updated accordingly.