Prerequisites

• To avoid payments being unexpectedly removed from the retry cycle, turn off the Zuora out-of-box retry rules. Failure to disable the out-of-box payment retry while running Configurable Payment Retry might result in disruption to the service. See Disable the payment run retry rules in Zuora for details.

• Complete the required configurations for Configurable Payment Retry .

Activation of the retry logic

Upon the completion of a payment run, Configurable Payment Retry’s logic is activated. Initial payments from the payment run that are not successful will be sent into the retry system and will trigger the configured retry logic.

If you configured your retry logic manually based on the payment gateway response codes, the retry logic that you defined for the customer group is executed. If you enabled Smart Retry, the AI-driven retry logic is executed to retry failed payments at optimal times. For details about how to configure these two approaches, see Edit retry logic for a customer group .

When a retry attempt is executed in Configurable Payment Retry, a payment run with the record of the payments being attempted is also created and visible in Payment Runs of Zuora Payments. Retry attempts are executed in batch on the hour rather than continually being executed. A maximum of 24 payment runs can be made in a day. Hence, the retry logic cannot be set to retrying sooner than every hour.

See Payment Runs for more information about payment runs.

View account-level and invoice-level retry status

Once Configurable Payment Retry is installed, a custom field "Retry Status" will be added to the Account and Invoice (or Debit Memo, if Invoice Settlement is enabled on your tenant) objects. You can use the values of these two fields to determine the retry and payment status.

To view the retry status of an account, navigate to the details page of the account.

To view the retry status of an invoice or debit memo, navigate to the Additional Fields section on the details page of the invoice or debit memo.

Account retry status

• In retry: The account is active in a retry process. It indicates that either an invoice of the account or the account enters a retry cycle.

• Failure: The retry process for the account has completed with errors and payments have not been collected.

• Blank: All accounts start with this status (no value for the field). Once the account or an invoice of the account enters a retry process, this field begins to be updated. If a retry cycle completes and payments are collected, this field becomes blank again.

Invoice or debit-memo retry status

• In retry: The invoice or debit memo is active in a retry process.

• Complete: The retry process has completed and the payment has been collected.

• Complete - External: The retry process has completed due to a payment made outside of the retry process. It means that an ad hoc payment has been made during the retry process. The next time Configurable Payment Retry attempts to retry a payment, it recognizes the payment and updates the status to Complete - External.

• Failure: The retry process has completed and no payments have been received.

• Blank (no value): All invoices or debit memos will start with this status (no value for the field). Once the account or the invoice (debit memo) enters the retry process, this field will begin to be updated. The field will never be blank again unless it is manually modified to be blank (which is not recommended).

View failed CPR retries

In the failures tab of the CPR window, you can view the erroneous records. These records are not failed payments, but the items that failed due to unexpected processing errors.

CPR Retry Failures

A CPR retry cycle may prematurely end due to processing errors unrelated to the payment failure. You can search and analyse the reason for failure by using the ID of the billing document, such as the invoice, debit memo, payment, or account.

Error Scenarios

The following is a list of sample failures, along with potential reasons. Each failure will lead to the termination of the retry cycle. There may be additional failure scenarios that are not covered in this list.

Understand the metrics on the home page

Use metrics on the home page to evaluate the performance of your retry process for increased collection rates. If you are on the other page of Configurable Payment Retry, you can always navigate back by clicking the Dashboard tab.

• Retry Success Rate The percentage of successful payment attempts, for all customer groups on this Configurable Payment Retry instance so far. Retry Success Rate = Number of successful retry payment attempts / Total number of retry payments attempted Payment attempts here are any payment attempts executed by Configurable Payment Retry, excluding the initial payment run.

• Document Success Rate The percentage of billing documents that are successfully collected, for all customer groups on this Configurable Payment Retry instance so far. Document Success Rate = Number of billing documents collected / Total number of billing documents attempted Billing documents collected are any invoices or debit memos that were paid through the payment attempt initiated by Configurable Payment Retry.

• Average Days Outstanding The average number of days invoices or debit memos are unpaid before collection, for all customer groups on this Configurable Payment Retry instance so far.

• Amount Recovered The total amount recovered and the amount recovered over the last 30 days broken down by currency.

• Document Success Rate by Customer Group A chart displaying Document Success Rate time series for each customer group over the past 6 months. If you have implemented any A/B testing, such as testing for Smart Retry , you can use this chart to do a comparison of customer groups.

• Customer Groups Metrics comparison among active customer groups.

The following icons next to the metrics provide visual cues to indicate the change in values over the last 30 days, which are helpful to provide insights into the progress and efficiency of the retry strategies:

• A green and up arrow indicates the number is trending up and showing a positive increase.

• A red and up arrow indicates the number is trending up and showing a negative impact.

• A green and down arrow indicates the number is trending down and showing a positive decrease.

• A red and down arrow indicates the number is trending down and showing a negative impact.

• A neutral sign is shown when there is no shift in the rate.

If no data or all data is presented, it is because no payments have been processed through the retry attempt initiated by Configurable Payment Retry. Ensure that you have properly configured Configurable Payment Retry . After the configuration is done and payments begin to be processed, relevant data will be populated and updated daily.

Limitation

Payment Schedules (PS) has its own retry mechanism that is intended to handle retries for scheduled payments. CPR does not have visibility into individual PS items. Instead, CPR determines whether to retry based solely on the invoice balance and the invoice due date.

Because of this behavior, even if a PS item has been paid, the invoice balance may still be greater than zero. In such cases, CPR will continue retry attempts until one of the following conditions is met:

• A successful payment is received

• The invoice balance becomes zero

• All configured retry attempts have been exhausted

Additionally, CPR uses the current date as the target date. If the invoice due date is less than or equal to the target date, retry cycles may stop prematurely because the system determines that collection cannot proceed for amounts that are not yet due.