Recurring invoice has failed, but customer still has access
I have a customer whose credit card for monthly invoices has
failed. (The orignal purchase was OK, the subsequent month's
renewal invoices have failed). She still has access to the customer
hub.
I do not see where, in Infusionsoft, any parameters were set up to
restrict her access.
Can you tell me what to do.
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Support Staff 2 Posted by Chase on 10 Jun, 2010 07:22 PM
Cynthia,
An order trigger can be set up to shut off access to membership content upon failed auto-charge.
In Infusionsoft, go to Setup, Misc Settings, Order Settings, and Triggers tab. Look at your Auto-Charge triggers. There may be one trigger for 1st-30th Auto-Charge attempts and you may have one for Final Failed Auto-Charge Attempt (Max Retries). It is common to have their membership access restricted upon Final Failed Auto-Charge (Max Retries).
You will need to go into the actions of the corresponding Trigger of when you would like to shut off access. If the CustomerHub membership access is based on a Subscription, you will need to run the action "Cancel Subscription" and select the subscription to which you are canceling. If CustomerHub membership access is based on Tag, you will need to run the action "Add/Remove Tag" and select which tags to remove the person from.
Let me know if you need further clarification on this.
-Chase
Chase resolved this discussion on 10 Jun, 2010 07:22 PM.