Retry payments

Marketplace Managers can retry failed payments.

Automated payments can fail when marketplaces attempt payments, for example, for recurring subscriptions with expired credit cards or Automated Clearing House (ACH) transactions with bank accounts that have insufficient funds.

When payments fail:

• Invoice statuses remain unpaid.
• When the current date is on or before the due date or the due date plus grace period, whichever is later, subscriptions remain active.
• When the current date is after the due date or the due date plus grace period, whichever is later, subscriptions are suspended.

To resolve unpaid invoices:

• When customers update their credit card information or advise marketplace representatives that their bank accounts have sufficient funds, Marketplace Managers can retry the payments immediately.
• When customers provide off-platform payments, Marketplace Managers can manually mark the invoices paid (see Add or edit off-platform payments).

When credit card or ACH payment retries are successful or you enter manual payments:

• Invoice statuses change to paid
• Active subscriptions remain active
• Suspended subscriptions are automatically reactivated

ACH payment retries: When Marketplace Managers retry ACH payments, invoices remain unpaid, the payment status changes to pending, and subscriptions are reactivated immediately. However, when financial institutions confirm that ACH payment retries have failed, invoices remain unpaid and subscriptions return to the appropriate status: active if the current date is before the due date or due date plus grace period, whichever is later, and suspended if the current date is after those dates.

📝 Note: Customers must have valid payment instruments saved in their accounts for the Retry Payment button to work. Customers can update and add payment methods at Manage > Account > Billing > Manage Bills | Billing Info. See Manage payment methods. Marketplace Managers can update and add billing information on behalf of customers. See Impersonate users and Manage payment methods.

To retry failed payments

📝 Note: If the AppDirect logo appears in the upper-left corner of the page, when Manage > Marketplace appears in this topic, click the grid icon > Switch to | Store, instead.

1. Go to Manage > Marketplace > Billing | Invoices. The Invoices page opens.

The Retry Payments button only appears for invoices that your marketplace issued and for which there were failed payments.

2. Click the invoice ID. The Invoice Details dialog opens.
3. (Optional) Instead of retrying a payment, if you received a payment outside of AppDirect’s payment system after a failed payment, you can click Mark as Manually Paid. The Manual Payment dialog opens to confirm whether you want to mark the invoice as paid. For more information, see Add or edit off-platform payments.
4. Click Retry Payment.The Confirm Retry Payment dialog opens.
5. Click Confirm Retry.