Hi, welcome to Quoox University.
In this course, we’re going to be going through a lot of frequently asked questions.
So, in this video specifically, I’m going to cover failed payments and payment retries. So to show you this, I’m going to start by going to my main dashboard at my.quoox.com.
I’m going to log in and it’s going to take me to the main dashboard that I see every time I log in. On the main dashboard, we have lots of different boards available to look at. So one of them is our failed payments and payment retries.
If you scroll down, you’ll see your overdue membership payments. Lucia has now had a payment due of 10 pounds, and our Quoox system has already attempted five times to take that payment.
Now, Quoox will always attempt to take the payment five times over five days, okay? And that is done automatically through the system, so that you don’t have to. Once the five attempts have been reached, the system will not automatically try anymore.
So you have two action buttons that you can select from. We’ve got “retry” and we’ve got “reset”. Now, retry will manually retry and take the payments. So it may be that Lucila has called in and said that they’ve got the money in their account now, they got paid late, could be any reason. And if you could please retry to take the payment, it will go through. So you can click retry to do that. And that will manually retry the card payment.
Reset is a different process. So what reset does, is it resets and clears the tries of taking the payment. Once that’s done, the system then doesn’t automatically try again five times, it completely resets, and the payment then will not be requested until the next payment date. So the following month, for example.
So it’s worth keeping a note of what the two different functions are.
If you need to rewatch this video, come back, but essentially retry is a manual retry by you, after the Quoox system has automatically tried and attempted to take the payment five times over five days, and the reset button will reset the payment tries. It will clear off that there’s been any attempts and then the payment will only be requested the following month on the next payment date.
I hope that will make sense. If you have any further questions around this, don’t hesitate to get in touch. And I look forward to seeing you on the next video.