Overview
Failed payments are handled from the overdue invoice attached to the customer and service. That record shows what failed, whether Newie can retry it, and what action is available next.What Newie Shows
The invoice detail may show:- Payment Failed
- the failure reason where Newie has one
- whether the customer has been notified
- the next auto-retry date, when automatic retry is active
- No further auto-retries when Newie will not retry automatically
Recover a Failed Payment
The right action depends on why the payment failed.
Newie does not charge a failed-payment fee, dishonor fee, or retry fee.
Newie does not unblock cards. If a card still declines after the customer says it was unblocked, ask the customer to update their card through the Customer Payment Link or Customer Manage Link.
If the updated card still declines, use the decline reason to decide whether they should retry later, contact their bank, or use another card.
Auto-Retry
When Auto-Retry is active, Newie retries eligible overdue payments automatically. The invoice detail shows the auto-retry date and the number of retry attempts used when Newie has that information. Choose Turn off Auto-Retry when you want to stop Newie retrying that invoice. If Auto-Retry is not active, the invoice stays overdue until you or the customer takes action.Customer Payment Links
From an overdue invoice or failed one-off purchase, Customer Payment Link lets the customer update details and pay. For bank debit failures where the payment method needs attention, Newie can disable Retry Payment until the customer updates the payment method. In that case, send the Customer Payment Link first.Overdue Assistant
Overdue Assistant follows up on overdue subscription and instalment plan invoices where enabled. Enable it for new services, existing services, or existing subscribers from Overdue Assistant settings. You can also start it manually from an overdue subscription or instalment plan when Newie shows that action. Subscriber lists may include Overdue Assistant sections such as Requires Action, Recently Paid, Recently Uncollectible, Active, and Recently Stopped. Overdue Assistant detail shows the activity history. When the case needs provider input, use Give AI Instructions to guide the next follow-up. When you cancel or schedule cancellation for a subscription that has Overdue Assistant active, Newie asks whether you also want to disable Overdue Assistant.Non-Paying Customers
When a customer stops paying, work from the invoice and subscription record:- Open the overdue invoice and read the failure reason.
- Retry the payment only when retrying is likely to help.
- Send the Customer Payment Link when the customer needs to update their payment method.
- Use Newie Chat or email if you need to speak with the customer.
- Open View Agreed Terms when terms were enabled and the customer needs a reminder of what they accepted.
- Cancel the subscription or instalment plan from its
...menu if payments consistently fail and you no longer want to keep it active.