Learn how to configure customer groups to apply specific retry rules based on priority and criteria.

1. Click the Customer Groups tab.

   Zuora displays all defined customer groups.

   Note: The predefined All Remaining Customers group is a catch-all that ensures every account is included in the retry process. You cannot remove or disable this group, and filters are not allowed for it, but you can edit its retry rules.
2. Create a new customer group:
   1. Click Add Group.
   2. Enter a name to identify the customer group.
   3. To include the group in the retry process, switch Active Status on.

      After you enable the group, customers who meet the criteria are added to it.

   4. Define the customer group by using either filters or a custom ZOQL query:

      • To use filters, click the Add icon, and then configure the fields, operators, and values. You can add multiple filters, but only the AND operator is supported. For example, to define a customer group for customers in Hawaii, create a group named "Hawaii residents" with the filter SoldToContact.State = Hawaii. The field value must match the value displayed in your tenant. For example, use Value = United States, not Value = US.

        Note: A bill-to contact can live in only one state, so combining filters such as BillToContact.State = Georgia AND BillToContact.State = Florida returns no results. To apply the same retry logic to customers with bill-to contacts in Georgia and Florida, create two groups and assign the same retry logic to each.

      • To use a custom ZOQL query, switch Custom ZOQL Query on, and then enter the filter statements for the WHERE clause of a ZOQL query. The following example queries accounts whose account numbers end with 1 through 5 and that belong to Batch1:

        (((((((Account.AccountNumber like '%1') or Account.AccountNumber like '%2') or Account.AccountNumber like '%3') or Account.AccountNumber like '%4') or Account.AccountNumber like '%5') and Account.Batch = 'Batch1')

        Note: The custom ZOQL query does not support querying subscription data. It supports only the PaymentApplication and InvoicePayment objects and their related objects.
   5. To use AI-driven Smart Retry logic instead of editing retry rules manually based on gateway response codes, switch Smart Retry on.

      Smart Retry uses machine learning to override the existing retry logic. For configuration details, see Enable Smart Retry.

   6. Click Create.
3. To change the priority of a customer group, click Edit Priority, drag the group to the position you want, and then click Save.

   The highest-priority group appears at the top of the list, and the lowest-priority group appears at the bottom. The default All Remaining Customers group must always have the lowest priority.