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Zuora Payments

Zuora BillingZuora PaymentsZuora PlatformZuora CPQZephrZuora RevenueAccounts ReceivableZuora AIRelease NotesBasicsEntitlementsSupport and policies
Zuora BillingZuora PaymentsZuora PlatformZuora CPQZephrZuora RevenueAccounts ReceivableZuora AIRelease NotesBasicsEntitlementsSupport and policies

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Edit retry rules for a customer group

Enable Smart Retry

Learn how to enable Smart Retry, a feature that uses machine learning to optimize payment retry strategies by analyzing transaction characteristics and applying them to a training dataset.

Smart Retry uses machine learning to help you build an effective retry strategy. When a payment is due for retry, Smart Retry analyzes more than 15 transaction characteristics, such as account MRR, currency, payment amount, payment gateway, gateway response codes, issuing bank region, and the time since the last failed payment. Zuora applies this analysis to its training dataset, and the machine learning model automatically retries the failed payment at the optimal times.

  1. On the Customer Groups tab, in the Actions column, click the Menu icon, and then click Edit Group.

    The Update Customer Group window opens.

  2. In the Smart Retry section, select Smart Retry.

    The Smart Retry settings appear.

  3. Complete the configuration details.
    • Stop Retry On Hard Declines: When selected, Configurable Payment Retry stops the smart retry cycle for any payment whose gateway response code maps to a hard decline. After the smart retry cycle stops, the Final Workflow runs. For all other response codes, such as soft decline, system error, or custom mappings, the smart retry cycle continues until the attempts are exhausted or the payment succeeds.
    • Initial Workflow (optional): Select the workflow to run when an account or invoice enters the retry process. The workflow runs once at the start of the retry cycle and does not run for subsequent attempts. The drop-down list shows workflow names based on the Workflow API token entered on the Settings page. The Workflow API token points to a specific Workflow instance from which the configured workflow names are retrieved.
    • Retry Window: Specify the number of days in the retry window, from the time the payment enters retry until the last attempt is made. The minimum number of days depends on the number of attempts. If the value is not valid, an inline message prompts you. The maximum is 90 days.
    • Number of Attempts: Specify how many attempts Configurable Payment Retry performs on the failed payment. For example, if you enter 5, you see a total of 6 attempts, because the payment run performs the first attempt and Configurable Payment Retry performs 5 additional attempts. The maximum is 20 attempts.
    • Final Workflow:
      • The final workflow runs only at the last attempt of the payment retry cycle.
      • If the retry cycle ends with a successful payment, the final workflow does not run.
  4. Click Update.

    Smart Retry is enabled for this customer group.

When Smart Retry is enabled for a customer group, an indicator appears for that group on the Customer Groups tab, and the Edit Retry Rules option is not available. To edit retry rules manually, clear Smart Retry in the Update Customer Group window, and then click Update.

Last updated: May 25, 2026