The Wallet based declines strategy handles card detail failures for subscribers who pay through a digital wallet. These subscribers fix the problem by updating the card saved in their wallet, so the strategy reaches out from the third day instead of waiting a week.
Who this strategy targets
This strategy targets subscribers who pay with Shop Pay, Apple Pay, or Google Pay and whose payment failed because of the card behind the wallet. They often don't connect a wallet payment with a specific card, so a clear, early email helps them find what to update.
Navigate to Loop admin > Retain > Payment recovery > Recovery strategies, then click Wallet based declines under Advanced recovery strategy. To build it from scratch, click Create strategy, select the failure reasons below, then click + Add condition and choose Payment method.
Failure reasons: Card expired, Card type not supported, Incorrect card number, Invalid payment method
Condition: Payment method is Shop Pay, Apple Pay, or Google Pay
When to use it
Use this strategy when a large share of your subscribers check out with a digital wallet. It gives them an earlier, wallet-specific journey without changing how card subscribers are handled.
How to set it up
The defaults below are a starting point. Each brand decides how many retries to run, when to email, and how much to offer.
Setting | Default | Why it helps |
Retries | 15 retries over 45 days | Two quick retries rule out a one-off error. Later retries are spaced 2 to 5 days apart to give the subscriber time to update their wallet. |
Emails | 13 emails, starting at retry 3 | The subscriber hears about the problem on day 3 and has time to update the card in their wallet. |
Discounts | None for retries 1 to 3, then 5% to 25% | The discount starts small and grows as the window closes. It applies automatically when the subscription reaches that retry. |
After all retries | Pause the subscription | A paused subscription can be resumed later without the subscriber signing up again. |
Default retry schedule
Retries | Gap before each retry | Days after the failed payment | Discount | Email to subscriber |
1 to 2 | 1 day | 1 to 2 | None | No |
3 | 1 day | 3 | None | Payment failed |
4 to 5 | 2 days | 5 to 7 | 5% | Payment failed |
6 to 8 | 3 days | 10 to 16 | 10% | Payment failed |
9 to 11 | 3 days | 19 to 25 | 15% | Payment failed |
12 to 13 | 5 days | 30 to 35 | 20% | Payment failed |
14 | 5 days | 40 | 25% | Last billing attempt left |
15 | 5 days | 45 | 25% | Payment failed and subscription paused |
Note: Only the current retry's discount is active. When the subscription reaches the next retry with a discount, the earlier discount is replaced.
Example
A skincare subscriber pays with Apple Pay, and the card in their wallet expires. Their renewal fails with Card expired, and on day 3 they receive a payment failed email.
They add their new card to Apple Pay, update the payment method from the email, and the order goes through on the next retry with 5% off.
Need help?
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Loop subscriptions team 🙂