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Zuora Payments

Zuora BillingZuora PaymentsZuora PlatformZuora CPQZephrZuora RevenueAccounts ReceivableRelease NotesBasicsEntitlementsSupport and policies
Zuora BillingZuora PaymentsZuora PlatformZuora CPQZephrZuora RevenueAccounts ReceivableRelease NotesBasicsEntitlementsSupport and policies

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Configure Configurable Payment Retry

Enable Smart Retry

Learn how to enable and configure Smart Retry for customer groups, including setting retry windows, attempts, and workflows.

To enable Smart Retry, complete the following steps:

  1. On the Customer Groups tab, click the Menu icon in the Actions column and then click Edit Group . The Update Customer Group window opens.
  2. In the Smart Retry section, enable Smart Retry . The Smart Retry settings are displayed.
  3. Complete the configuration details.

    • Stop Retry On Hard Declines : If enabled, the Configurable Payment Retry stops the smart retry cycle for any payment with a gateway response code mapped to hard decline. Once the smart retry cycle is stopped, the Final Workflow is triggered. The smart retry cycle continues for all the other response codes such as soft decline, system error, or different custom mapping till the attempts have been exhausted or the payment is received.

    • Initial Workflow - Optional. Select the workflow to be triggered at the time the account/invoice enters the retry process. The workflow is triggered only once at the start of the retry cycle and would not be called for subsequent attempts. In the drop-down list, workflow names are listed based on the Workflow API token entered on the Settings page. The Workflow API token points to a specific Workflow instance where the names of configured workflows are retrieved.

    • Retry Window - Specify the days for the retry window, from the time the payment enters retry until the last attempt can be made. The minimum number of days depends on the number of attempts. An inline message will prompt you if the number of days is not valid. The maximum number of days allowed is 90.

    • Number of Attempts - Specify how many attempts Configurable Payment Retry will execute on the failed payment. If you enter 5, you will see a total of 6 attempts because the first attempt is executed by the payment run and then 5 additional attempts by Configurable Payment Retry. The maximum number of attempts allowed is 20.

    • Final Workflow - Optional. Select the workflow to be triggered upon the completion of a retry cycle. It is recommended to execute a workflow on the last retry attempt as it indicates the account/invoice has completed the cycle and payment was not collected and subsequent action should be taken, such as writing off invoice, canceling subscription, suspending service, etc.

  4. Click Update . Smart Retry is enabled for this customer group.

If Smart Retry is enabled for a customer group, an indication is shown for this group on the Customer Groups tab, and the Edit Retry Rules menu will not be available for this group. To enable editing retry rules manually, disable Smart Retry in the Update Customer Group window and click Update .

  1. In the left Attempts section, select the attempt that you want to edit.

  2. Complete the details for the available responses in the attempt. For each response, you need to decide and enable the action option first, including whether to stop retrying and whether to trigger a workflow. Other options vary for the enabled action.

The following table describes the system behaviors for different scenarios:

Workflow Selected

Workflow Disabled

Stop Retrying Enabled

The selected workflow will be triggered but no further attempts will be made.

No further action to recover the failed payment.

Stop Retrying Disabled

The selected workflow will be triggered and retry attempts will be made according to your configuration.

You need to configure the retry to occur in an incremental time or at a specific time or day.

To learn about the configuration in Workflow, see Integrate Workflow with Other Zuora Products .

Further payment attempts will be made according to your configuration.

You need to configure the retry to occur in an incremental time or at a specific time or day.

  1. Identify the retry schedule for each configured attempt of your customer group. Retry attempts are executed in batch on the hour rather than continually being executed. For instance, if an invoice is scheduled for a retry at 20:15, it will be retried at 21:00.

Last updated: December 3, 2025