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Overview
Knowing the difference between an outstanding payment and a failed payment helps you take the right next step — whether that’s updating payment info, processing a transaction, or following up with the client. This guide breaks down how both work and what to do in each case.
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Prerequisites
Before you begin:
- Have access to the Retail Dashboard and Payments section
- Understand how to process a sale and edit a client’s payment method
- Confirm that clients have active memberships or packs when reviewing payment issues
Step-by-step breakdown
What is an outstanding payment?
An outstanding payment usually happens when a payment was never submitted or properly processed.
Common causes:
- No payment method is attached to the client’s account
- A sale was made but no payment method was selected during checkout
- The sale was exited before selecting “credit card,” “cash,” or another method
How to fix it:
- Go to Payments > Retail Dashboard
- Find the payment under the Outstanding Payments section
- Click the green shopping cart 🛒 to try processing again (after updating payment info if needed)
- Or click the red bin 🗑️ to remove the payment if it’s no longer needed
What is a failed payment?
A failed payment occurs when a client has an active membership or pack, but the system attempts to charge a stored card or bank account and it doesn’t go through.
Common causes:
- Expired card
- Card removed mid-membership
- Insufficient funds
- Technical failure with the payment gateway
How to fix it:
- Update the client’s card or bank details in their profile
- Retry the payment from the failed payment log or retail dashboard
- Follow up with the client if multiple retries fail
✅ Tip: Set up automatic retry attempts in your billing settings — but don’t rely on automation alone. Follow up manually after the second failed attempt.
Expected outcome
Understanding the difference between these payment types helps you decide whether to retry, delete, or chase up a payment — and ensures no revenue slips through the cracks.
FAQs
Q: Can I set how many times the system retries a failed payment?
A: Yes — your system can be configured to retry a set number of times. Contact support if you need help adjusting these settings.
Q: What happens if I forget to select a payment method during a sale?
A: The system will create an outstanding payment — you can find and resolve it in the Retail Dashboard.
Q: Can I process a failed payment the same way as an outstanding one?
A: Yes — as long as the payment method has been updated, you can manually retry either type of payment.
Still need help?
Reach out to our support team via [email protected]
