Renewals and failed payments

The app uses the subscription interval and trial recorded on each contract to calculate its renewal dates. The schedule uses GMT throughout the year and does not move when the UK changes between GMT and British Summer Time.

If a contract has a free trial, its first renewal is scheduled for the trial end date.

Changes to a plan do not change the terms already recorded on an existing contract. Paused and cancelled contracts are not scheduled for automatic renewals.

An order limit includes the first order. For example, a limit of 6 allows the first order and 5 renewal orders. The contract stops renewing when the limit is reached.

If a renewal completes late, the app retains the original schedule and calculates the next future renewal date. It does not create extra payments to catch up every missed date.

Use the contract's Summary tab to check its next renewal and recorded terms. Read more about managing contracts.

Offline contracts can be viewed and managed in the app, but the app does not create their renewal orders automatically. Payment retry rules do not apply to them.

When an online renewal is due, the app checks the current contract, its active items, product availability and the renewal amount before requesting payment.

A completed renewal has a confirmed paid order linked to the contract. The app records the completed order once and calculates the next renewal date.

Payment approval alone does not confirm that payment was completed or that an order was created. The app records payment attempts and order progress separately so that an incomplete renewal can be reviewed.

If ShopWired reports an eligible failed payment, the app follows the saved retry rules where automatic retries are available. A retry is another payment attempt for the same renewal; it is not an additional completed order.

Some results require review instead of an automatic retry, including an unconfirmed payment outcome or a payment requiring customer action. Check the reason recorded against the renewal.

Navigate to Payment retries and alerts to configure the retry rules. The page shows whether automatic retries are available.

1. In Payment retry rules, review When to try again
2. Select + Add retry or Remove to configure the number of retries
3. Enter each delay and select days or hours
4. Select an option in If every attempt fails
5. Select Save retry rules

Each retry delay starts when the preceding payment attempt fails. For example, if the first retry is set to 1 day and the second to 3 days, the second retry is scheduled 3 days after the first retry fails.

Configure up to 5 retries, giving a maximum of 6 payment attempts for each renewal, including the first attempt. Each delay must be at least 1 hour and no more than 30 days.

The Maximum attempts per cycle includes the first payment attempt and all retries. Policy timezone is fixed to GMT. A day is always 24 hours, so the local UK time of a retry can change when the clocks change.

The proposed settings do not apply until you save them. Without saved retry rules, the app makes one payment attempt and leaves a failure for review.

A change to the saved rules applies to later renewals. A renewal already in progress keeps the rules recorded when it started.

In If every attempt fails, select:

• Leave the contract active to keep the contract active and hold the failed renewal for review
• Pause the contract to pause it and stop future scheduled renewals
• Cancel the contract to cancel it permanently

Leaving the contract active does not start another series of payment attempts. Review the failed renewal before arranging further collection.

If you save a policy with no retries, the selected final action applies after the first eligible failed payment.

A pending final action does not mean the contract's status has already changed. Check the recorded result and current contract status.

Read more about subscription settings and notifications.

Alerts can notify your team when the first or final renewal payment attempt fails. Configure the alert categories, recipients and email settings on Payment retries and alerts.

Alert recipients are separate from the customer's email address on the contract.

1. Navigate to Apps > Subscriptions in your ShopWired account
2. Navigate to Contracts and select the relevant contract
3. Select the Renewals and orders tab
4. Review Recorded renewal progress for the original due date, numbered attempts, next retry, final choice and any reason for review
5. Select Reload renewal history to check for updated results
6. Review the recorded ShopWired renewals, payment attempts and linked orders
7. Select the Timeline tab to review recorded changes
8. Navigate to Issues if the payment outcome or order creation needs attention

A scheduled retry date does not mean the retry has already run. A pending final action does not mean the contract has already been paused or cancelled.

A failed payment and a failure to create an order after payment are different issues. Check both the payment result and the linked order before taking further action.

Read more about managing subscription contracts.

For an eligible contract paid through Stripe or ShopWired Payments, use Payment method to help the customer update their card.

Select Create customer payment link to prepare a link that can be emailed to the contract's billing email address. Check the recipient, link expiry and delivery status before sending it.

Alternatively, select Update payment details to prepare a secure page that can be opened from the contract.

The customer enters their card details on a ShopWired-hosted page. Updating the card does not switch the contract to another payment provider.

Returning from the secure page does not, by itself, confirm that the card was saved. Check the result shown and refresh the contract's details.

A card update does not pay an earlier failed renewal or start another payment automatically. Check the recorded payment attempts and next retry after the update.

Read more about updating payment details on a contract and customer subscription management.

The Recorded renewal progress section provides recovery actions where the renewal's current status allows them. Read the explanation beside any unavailable action.

Select Check ShopWired to read the latest payment and order information.

This action does not take another payment or replace the app's recorded outcome.

Select Check and repair order where available to check the existing payment and order.

The app can record an existing confirmed paid order or send the first order request for an approved payment where no order request has been sent. It does not repeat an earlier order request whose outcome is uncertain.

If the renewal remains held for review, check Issues or contact ShopWired support before taking another payment or creating another order.

Select Run due retry where available to run the next eligible payment attempt under the renewal's saved retry rules.

The retry must be due and within the saved attempt limit. This action does not override a payment outcome that needs review.

Select Close failed renewal where available to close that failed renewal in the app.

This action does not refund a payment, cancel the contract or increase its completed order count. Future collection remains held for review.

Review Recent recovery actions to check the result of a recovery request. A request that is waiting or processing is not a completed action.

If an action's result is unconfirmed, check its recorded status before submitting another request.

If the app cannot confirm whether payment was taken, review Renewals and orders and Issues before taking another action.

Do not submit another payment or retry while the earlier outcome remains unconfirmed. If payment was approved but an order is missing, review the existing attempt and available order recovery action.

A missing order link does not prove that an earlier order request failed. Check the recorded payment and order information before arranging another payment or order.

A one-off payment is separate from a renewal. It does not create a renewal order or advance the contract's renewal schedule or completed order count. Do not use it as a substitute for resolving an uncertain renewal.

If the recorded information does not establish what happened, contact ShopWired support with the contract and renewal references shown in the app.