GoCardless Failed Payment Auto-Retry

Richard8888 · ‎December 16, 2022

Hello,

I've noticed a change in behaviour in the GoCardless integration. Until the end of August when a payment failed to collect (usually due to insufficient funds) QB would reattempt the collection automatically and I would get a notification that this is the case.

Recently though I get the notification of failed payment from GC but nothing from QB anymore and I have to retry the payment directly from the GoCardless dashboard.

Is this an expected change and QB no longer retries collection automatically? Or is something wrong with my integration - and if it is the latter, how would I go about correcting this.

Thanks in advance for any advice you can provide!

JessT · ‎December 16, 2022

Hi Richard,

Thank you for taking the time to visit the QuickBooks Community. I'll provide information about failed payments.

We haven't got a communication about changes on re-attempting to charge customers with failed payments. Normally, GoCardless will notify you and your customers when a payment is failed so your customers can retry to pay their invoice. This is stated in the How GoCardless and QuickBooks help solve failed recurring payments section in the article about ways to reduce failed payments.

I would recommend contacting our QBO Support for UK accounts about this matter so they can investigate further using more tools.

Click on Help and click the Search tab.
Click Contact Us at the bottom.
Enter a sentence to describe the concern and click Continue.
Choose Start a chat or Get a callback.

You can always go back to this thread if you have more questions about processing payments. Take care and have a good one!

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