Auto-Retry
When active, Auto-Retry retries eligible payments up to three times after the first failed attempt. The invoice shows the next retry date and attempts used, when available. No further auto-retries means another automatic attempt is not scheduled. Some failures need the customer to act before a payment can succeed, such as correcting payment details or completing bank verification. Payment Errors & Decline Codes explains these failures and what the customer needs to do. Newie does not charge a failed-payment fee, dishonour fee or retry fee.Overdue Assistant
Overdue Assistant is Newie’s AI assistant for recovering overdue subscription and instalment payments. When enabled, it emails customers on your behalf, reads and responds to their replies, and uses the conversation and payment history to decide what to do next. It can ask when a customer can pay and follow up around their promised payment date. It asks for your input when a decision needs your approval.When follow-up starts
Overdue Assistant starts automatically when it is enabled and the overdue trigger is reached. With the current defaults:- monthly and yearly subscriptions normally start after the payment has been overdue for seven days;
- subscriptions with a shorter billing period normally start after two invoices are overdue.
Overdue Assistant settings
The settings are under Settings → Payments & Payouts → Overdue Assistant. Each option applies to a different set of services or subscriptions:Conversations and case statuses
Each Overdue Assistant case tracks recovery for a subscription or instalment plan. Manage Overdue shows the case summary, next scheduled follow-up, overdue invoice count, amount collected and subscription status. Its timeline brings together customer emails, assistant replies, your notes and payment events. The Overdue Assistant list groups cases by their progress:
A customer can appear in more than one section if they have several subscriptions.
Instructions and follow-up controls
Give AI Instructions lets you tell the assistant what you have decided or provide context for the conversation. This can include an agreed payment date or how you want it to respond to the customer. Your note guides the assistant’s next action, which may be an email, a status change or waiting until later. Close stops assistant follow-up for the case and lets you add a reason. It does not void the invoices or turn off their Auto-Retry. A closed case can resume through Active when that option is available in its status menu.Customer payment links
Customers already receive their Customer Manage Link in Newie’s overdue emails and Overdue Assistant follow-ups. They can use it to update payment details or pay overdue invoices themselves, so you usually do not need to send another link. A Customer Payment Link takes them to one invoice or a one-off payment. Customer Manage & Payment Links explains both link types. These links are for the customer who owns the purchase. They may be asked to sign in or enter a code sent to their account email. Providers manage the purchase through the customer’s record in their own Newie app.Invoice actions
An invoice has separate controls for collecting the payment or stopping collection:
You cannot enter a smaller amount or a partial payment through Retry Payment. Changing future subscription pricing does not reduce an existing overdue invoice. For a bank debit failure that needs updated details, Newie may disable Retry Payment until the customer updates them.
Manage an overdue payment
Start with the invoice to see what is owed and what recovery is already underway. You may find that Newie is still retrying the payment or following up with the customer. Take further action when the customer needs help, the assistant needs your decision or automated recovery has finished or is unavailable.1. Open the invoice and check its status
Open All Customers from Subscribers, select the customer and go to Invoice History. Select the overdue invoice. You can also open invoices from a subscription.
A bank payment can stay Pending or Processing while it is confirmed. Requesting another payment before the result is known can collect the same amount twice. One invoice may have several payment attempts; use its outstanding amount when checking how much is owed.
2. Review the recovery already in progress
Check the next Auto-Retry date. If another attempt is scheduled, you usually do not need to retry manually. Read the failure reason too: the customer may need to update their details or complete verification before another attempt can work. For a subscription or instalment plan, open Subscribers → Overdue Assistant and select the customer. Open the relevant subscription or plan’s... menu and choose View Overdue Assistant History to see Manage Overdue.
Read the case summary, latest emails and next follow-up. If the customer has already replied or promised a payment date, take that into account before contacting them yourself. If the assistant is continuing the conversation and does not need your input, you can leave it to follow up.
If there is no case, check that Overdue Assistant is enabled and the automatic trigger has been reached. Check the recent-results sections for a closed case. To start follow-up for that customer, open their overdue subscription or instalment plan and choose Start Overdue Assistant or Enable Overdue Assistant.
If the case still seems to be missing, use Ask a Question from the subscription or contact Newie support with the customer name and subscription.
3. Help where action is needed
Choose the action that fits the invoice or conversation:- The assistant needs your decision: open the case and choose Give AI Instructions. Read the latest conversation first, then tell it what you have agreed or how you want it to proceed. You can also add context through this option when it is shown on an ongoing case.
- The customer needs to fix the payment: use Payment Errors & Decline Codes to explain what needs attention. Ask them to open the link in their latest Newie payment or overdue email.
- The customer cannot find their link: ask them to check spam or junk, then resend it if needed. Customer Manage Link is in the subscription or instalment plan’s
...menu. Use Customer Payment Link for one invoice or a failed one-off purchase. - Another payment attempt is needed: once the customer has resolved the failure, or automatic retries have finished or are unavailable, open the invoice and choose Retry Payment if it is available. Check that another automatic attempt is not already scheduled.
If you agree on a different payment arrangement
Review what the customer accepted through View Agreed Terms, if terms were enabled for the purchase. Then decide which invoices should still be collected and whether future billing should continue. If each overdue invoice already matches an agreed repayment, you can retry one whole invoice at a time on the agreed dates. Turn off Auto-Retry where it is active and close any Overdue Assistant case following up on that balance while you manage the arrangement. Use Void Invoice for an invoice that should no longer be collected. A new Instalment Plan is a separate purchase. It does not automatically split or settle the original overdue invoices. If you are replacing an existing instalment plan, follow Replace an instalment plan.If you cancel a subscription or instalment plan
If recovery has not worked, speak with the customer through Newie Chat or email and decide whether the service should continue. You can cancel the subscription or instalment plan from its... menu. Cancellation does not refund earlier payments or decide what to do with every existing overdue invoice.
If Overdue Assistant is Active or Requires Action when you cancel or schedule cancellation, Newie asks whether it should keep following up on the outstanding invoices. Choose whether Overdue Assistant should continue following up, then review the unpaid invoices separately if they should no longer be collected.
Related guides
- Invoices explains the statuses and history shown on a payment.
- Customer Manage & Payment Links explains which link to resend when a customer needs help accessing their purchase or payment.
- Refunds explains how to return money that has already been collected.