Subscriptions | Payment Recovery

The Payment Recovery section in Orbit allows you to handle failed subscription payments, known as dunning. It shows which subscriptions are past due, how much revenue is at risk, and lets you retry payments before a subscription is cancelled.

When a customer’s recurring payment fails, Orbit does not cancel the subscription straight away. Instead it retries the payment and keeps the subscription in a grace period, giving the customer time to update their details. Payment Recovery is where you monitor and act on these failed payments.

Accessing Payment Recovery

To access Payment Recovery:

• From the left-hand menu, go to Subscriptions.

• Select Payment Recovery.

You can also reach it by clicking the past-due alert shown on the Subscriptions dashboard. The Payment Recovery page will open, showing an overview of all past-due subscriptions.

Payment Recovery overview

At the top of the page, three summary cards give you an at-a-glance view of your failed payments:

• Past Due Subscriptions — the number of subscriptions with a failed payment that are currently in recovery.

• Revenue at Risk — the total recurring value of all past-due subscriptions, so you can see how much income is at stake.

• Avg. Failed Attempts — the average number of failed payment attempts across your past-due subscriptions.

Reviewing a past-due subscription

Below the summary cards, each past-due subscription is shown as its own card. A subscription card displays:

• The customer’s name and email address

• The product being subscribed to

• The amount at risk per billing cycle

• The current period end and the date of the last payment

• A Past Due status badge

Each card also includes a Payment Recovery panel showing the recovery progress for that subscription:

• Retry attempts — how many retries have been used out of the maximum allowed, for example 2 / 3 used.

• Grace period — how many days remain before the grace period ends, with a progress bar showing how far through the period the subscription is.

• Last payment attempt — the date Orbit last attempted to take payment.

If every retry attempt has been used, the panel warns that the subscription will be cancelled when the grace period ends.

Retrying a payment manually

If you would like to attempt payment again straight away, rather than waiting for the next automatic retry, click Retry on the subscription card. Orbit will immediately try to take payment using the customer’s saved payment method.

If the payment succeeds, the subscription returns to its active state and is removed from the Payment Recovery list. If it fails again, the failed attempt is counted and the subscription remains in recovery.

Configuring recovery behaviour

The number of retry attempts, the length of the grace period, and the failed-payment emails sent to customers are all configured in Subscription settings, not on this page. Click Open settings at the top of the Payment Recovery page to adjust them.

To open these settings directly, go to Subscription settings.

What happens at the end of the grace period

While a subscription is in its grace period, Orbit keeps retrying the payment up to the maximum number of attempts you have set and sends the failed-payment emails configured in Subscription settings. If the payment is recovered during this time, the subscription continues as normal.

If all retry attempts are used and the grace period ends without a successful payment, the subscription is automatically cancelled, provided auto-cancel is enabled in your Subscription settings. This prevents subscriptions from sitting unpaid indefinitely.

Why Payment Recovery is important

Failed payments are a normal part of running subscriptions — cards expire, funds run low, and details change. Payment Recovery helps you recover this revenue automatically while giving you the option to step in when needed.

By using the Payment Recovery section, you can:

• See at a glance how many subscriptions are past due and how much revenue is at risk

• Track retry attempts and grace periods for each affected subscription

• Retry failed payments manually without waiting for the next automatic attempt

• Recover income that would otherwise be lost to failed payments

If you have any questions, please contact us at support@orbitcommerce.net