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Troubleshoot Payment Runs


Troubleshoot Payment Runs

The payment run does not pick up old invoices

A payment run will pick up all invoices when the following conditions are met:  

  • Auto-Pay is on at both the account level and invoice level. This setting can be turned on only if there exists a valid electronic payment method in the billing account. 
  • The account has a posted invoice with an outstanding balance (the invoice balance is greater than zero). 
  • The target date of the payment run is on or after the invoices' due date.
  • Both the payment method and payment gateway of the customer account are active.
  • The number of invoices does not exceed 200,000.

In addition to those conditions, Zuora's payment runs are also controlled by the Payment Retry Rules.

Payment runs will not pick up invoices if your account uses the payment retry rules. According to the rules,

  • The maximum number of payment failures per payment method allowed is 7.
  • Do not retry payment if the last payment attempt was less than "12" hour(s) ago.
  • A maximum of 200,000 invoices have been picked up for processing in one payment run. Any invoice post this limit cannot be picked up the payment run. However, you can enhance this limit by using a Performance Booster.

Once the payment method has failed seven times, consecutively, any future payment run processed against this account will not transact any payments.

Use one of the following methods to resolve the issue:

  • Reset the consecutive failed payments counter
  • Disable your payment retry rules temporarily

Reset the consecutive failed payments counter

The first option is to reset the consecutive failed payments counter on the payment method: 

  1. Access the billing account.
  2. Scroll down and locate the payment method.
  3. Click Reset, located in the Consecutive Failed Payments field. Click Yes when prompted to confirm that you want to reset the value. 

This resets the failed payment transaction of the payment method to 0. However, because in the example your retry rule is set not to retry within 12 hours of a failed payment, you must wait for 12 hours to process a payment run for this account

Disable your payment retry rules temporarily

The second option is to disable your payment retry rules temporarily: 

  1. Select Settings > Payments
  2. Select Configure Payment Retry Rules.
  3. Disable Enable Payment Run retry rules, then click save

Now process a payment run for this account. When the payment completes successfully, re-enable your payment retry rules.

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.