home

Zuora Payments

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

Welcome to Zuora Product Documentation

Explore our rich library of product information

Show Contents

thumbnailZuora Payments

Configure Configurable Payment Retry

Set up a test to compare Smart Retry and your existing retry logic

To compare Smart Retry and your existing retry logic configured based on gateway response codes, you can set up an A/B test by replicating your current retry logic to the Smart Retry customer group.

  1. Create a new customer group for Smart Retry.
    1. Name the group. It is recommended to name the new group to be easily identified as using Smart Retry, such as “Group Smart Retry”.
    2. Create filters for the “Group Smart Retry” customer group. It is recommended to use ZOQL filter to help segment out the number of the customers. To use ZOQL filter, enable the Custom ZOQL Query option. The ideal situation is to have 50% of the customers entering your smart retry customer group and the other 50% continuing to use previously configured logic. Here are two examples. Filters can be added such as region, gateway, or other customer filters. It is recommended to use a random filter to obtain true A/B testing. 
      (((((Account.AccountNumber like '%6') or Account.AccountNumber like '%7') or Account.AccountNumber like '%8') or Account.AccountNumber like '%9') or Account.AccountNumber like '%0')
      (((((Payment.GatewayResponseCode = '15006') or Payment.GatewayResponseCode = '15007') or Payment.GatewayResponseCode = '15008') or Payment.GatewayResponseCode = '15009') and Payment.Gateway = 'PayPalEC') and (Account.AccountNumber like '%6')
  2. Apply the existing retry logic to the “All Remaining Customers” group.
  3. Enable Smart Retry on “Group Smart Retry” and configure the retry logic to mimic your existing retry logic. For example, if your current retry logic retries payments every 48 hours for 4 attempts, you can set up the time constraints of Smart Retry as the following:

    • Number of attempts: 4

    • Number of days: 8

    • Optional: Add workflows upon entry into retry and/or upon exit. The best practice is to include a workflow upon exit to ensure any account/invoice that was not collected to address the outstanding balance, such as writing off invoice, suspending/canceling subscription, sending customer communications, etc.

  4. Ensure that the “Group Smart Retry” group is of a higher priority than the “All Remaining Customers” group.

It is recommended to run the A/B test long enough (at minimum for 4 to 6 weeks) for several retry cycles to complete.

Last updated: December 3, 2025