Using the Configurable Payment Retry Feature

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Using the Configurable Payment Retry Feature

After completing the customer group and retry logic configuration of CPR, ensure accounts in tenant have autopay enabled and have an electronic payment method associated to them. It is important to remember that only payments collected via the Zuora payment run will enter the retry cycle of the CPR feature of Collect.

The Configurable Payment Retry feature is ready to be used as follows:

  1. Reviewing Retry Attempts
  2. Understanding the Homepage

Reviewing Retry Attempts

Upon the successful 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 for their gateway response.

See Payment Runs for more information about payment runs.

If a payment is not successfully collected while in the retry cycle, auto-pay will be disabled for the account. If you want CPR to continue retry attempts in the next payment run, you need to manually enable auto-pay for the account before the next payment run.

Monitor the progress of your retry logic:

  1. Navigate to your Zuora tenant > Select desired account > Payments.

  2. View the Status of each payment.

    • Error - Payment was unsuccessful and is in retry attempt
    • Processed - Payment was successfully processed


  3. Click the Payment Number to view payment details.


    The Payment window opens:


    • Error Message - Displays the error message of the selected payment gateway
    • Comment - Displays information about the status of the account in the retry process

Understanding the Home Screen

Use metrics on the home screen to evaluate effectiveness of your payment retry attempts for increased collection rates.

  1. Recovery Rate - Displays the % of monies recovered from accounts in retry

  2. Day - Average number of days invoices are unpaid before collection

  3. Recovered - Total amount of money recovered from accounts in retry

  4. Attempts - Displays the average number of attempts required to recover funds

  5. Customer Groups - List of all customer groups

  6. Response Codes and Groups - Review all gateway response codes and map their responses

  7. Responses Grouped by Code Type - Graph that displays the different type of response codes to declined invoices

    • Success
    • Hard Decline
    • Soft Decline
    • System Error

    Custom code types will be reflected in graph

  8. Funds Collected - Displays total amount collected, the exact percentage of collected funds is displayed in the Recover Rate metrics (1)

  9. Codes by Customer Group - Breakdown of customer groups based on response code



  • Ensure all accounts are in auto pay

  • Payments must come from a payment run to be picked up by Configurable Payment Retry

  • If there is a response code from the Gateway not recognized by the CPR feature, (i.e., a response code that has not been mapped and pre-loaded by Zuora), the feature will respond with configured label identified on the Settings page.

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