Payments can fail for a number of reasons, the most common one being that the customer did not have the funds available. If a payment fails GoCardless will notify you via email. The invoice will appear in the 'Needs attention' section of your invoices tab and be marked as unpaid in Xero.
Using Success+, GoCardless can intelligently retry payments on your behalf automatically. For more information on this and how to get set up, please see our Intelligent retries article.
If you'd like to manually retry failed payments, you can follow the steps below:
1). To re-try a payment, simply go to Invoices and filter the 'All invoices' option to Needs attention
2). You'll see a Retry...button in the actions column
3). If you hover your mouse over the button, you'll see two options, Retry full amount and Split into instalments
If you select Retry full amount we will attempt to collect the payment as soon as possible based on the scheme timings.
If you select Split into instalments you will be able to collect the balance of the payment in several instalments.
If the retry option does not appear here, check that the customer has an active mandate in place. It is possible the customer has cancelled their mandate and you will need to ask them to complete a new authorisation form before any further payments can be collected from them.
For more information on failed payments, please read this article.