Troubleshoot Payment Runs
Default payment method under a customer account is closed
If the default payment method under a customer account is closed and the Process payments even if the default payment method is closed setting in the Payment Run is unchecked, the invoice under the customer account will not be processed by the payment run.
You can prevent this from happening by checking the Process payments even if the default payment method is closed setting when creating or editing a payment run.
The payment is stuck in Processing status
If Zuora Payments encounters a problem while processing a payment and is unable to determine the payment status from the gateway, Zuora will keep the payment in Processing status to prevent duplicate payments from being attempted on the same invoice(s). Once the payment status has been determined, the payment status in Zuora will be updated from Processing to either Processed (success) or Error (failed). If concurrent payment runs are configured on your tenant or concurrent payment run threads of Performance Booster are enabled, a payment might be in the Processing status for a while.
If you have a payment stuck in Processing status, take the steps described in the "Troubleshoot transactions stuck in Processing status" section of Electronic payment processing to resolve the issue.
Reprocessing a payment run that failed due to declined payment method
If a customer's payment method (for example, credit card or ACH) is declined during a batch payment run, the customer will have an unpaid balance. If the customer updates the payment method, the unpaid balance will be picked up on the next payment run.
The payment run must be triggered to pick up all batches. In addition, make sure that when the customer updates the credit card or ACH information, they configure the updated information as the default payment method.