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Support #11444

closed

Subscription Payment Failure Flow

Added by Yalavarthi Thriveni 24 days ago. Updated 19 days ago.

Status:
Closed
Priority:
Normal
Start date:
10/07/2026
Due date:
10/14/2026
% Done:

100%

Estimated time:
(Total: 14:30 h)
Spent time:
(Total: 26:30 h)

Description

Failure Event & Detection

Capture the payment webhook notification or gateway error code (e.g., insufficient funds, card expired, bank downtime, processing error).

Categorize the Error

Soft Declines (Retryable): Insufficient funds, temporary bank downtime, or network timeouts.

Hard Declines (Action Required): Expired card, invalid payment method, or account closed.

User Communication & Notification

In-App Banner / Alert: Prompt the user immediately upon opening the app about the pending issue.

Dunning Email / SMS: Send an immediate clear notification stating why the payment failed and providing a direct link to update billing details.

Automated Retry Schedule (Dunning Period)

Implement smart retries (e.g., attempt payment every 2–3 days for up to 14 days) to handle soft declines like temporary low funds.

Grace Period & Access Control

Grace Period (e.g., 3–7 days): Maintain full app access while retrying to prevent immediate churn.

Past Due / Limited Access: If unresolved, restrict premium features while leaving basic account functions active.

Cancellation / Pause: Automatically mark the subscription as suspended or canceled if all retries fail after the full period.

Self-Service Resolution

Provide an intuitive Billing Settings UI where users can update payment methods, retry the charge instantly with a single tap, or select an alternative payment mode (e.g., Credit Card, UPI, PayPal).


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Subtasks 6 (0 open — 6 closed)

Feature #11381: add payment failed recovery feature. plans analytics and show past_due subscribers, notify both customer and admin when failedClosedDivya Inapakurthi10/07/202610/07/2026

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Feature #11403: stripe paylink and action historyClosedDivya Inapakurthi10/07/202610/07/2026

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Feature #11417: Customer cancel and manage btn, integrated auto stripe refund feature from admin to customer, update the UI in frontend to reflect these and research on job status when sub is converted to past due ClosedDivya Inapakurthi10/08/202610/08/2026

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Feature #11427: add past-due alert ticker, on-hold job safeguards, and settlement refund modal implement past-due recovery webhook, on-hold job transition, and settlement refund handlersClosedDivya Inapakurthi10/08/202610/08/2026

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Support #11448: update invoice payment failed email for customer and send a warning email to admin informing about cancellationClosedDivya Inapakurthi10/09/202610/09/2026

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Support #11522: Service Subscription: End-to-End Bug Fixes, Centralized Cancellation Settlement & Reschedule Ticker ResolutionClosedDivya Inapakurthi10/14/202610/14/2026

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Related issues

Actions #1

Updated by Divya Inapakurthi 24 days ago

  • Subtask #11417 added
Actions #2

Updated by Divya Inapakurthi 24 days ago

  • Subtask #11403 added
Actions #3

Updated by Divya Inapakurthi 24 days ago

  • Subtask #11381 added
Actions #4

Updated by Divya Inapakurthi 24 days ago

  • Subtask #11427 added
Actions #5

Updated by Divya Inapakurthi 24 days ago

  • Subtask #11448 added
Actions #6

Updated by Divya Inapakurthi 19 days ago

  • Subtask #11522 added
Actions #7

Updated by Divya Inapakurthi 19 days ago

  • Status changed from New to Closed
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