The No customer action needed strategy handles payments that failed because of something your subscriber can't fix, such as low inventory or a merchant account error. The strategy retries silently every 3 days while you resolve the cause, and emails the subscriber only if the subscription is paused.
Who this strategy targets
This strategy targets subscriptions whose renewal failed because of inventory, store settings, or a temporary problem at the payment provider. The subscriber's payment method is fine, so a payment failed email would only confuse them.
Navigate to Loop admin > Retain > Payment recovery > Recovery strategies, then click No customer action needed under Advanced recovery strategy. To build it from scratch, click Create strategy and select the failure reasons below.
Failure reasons: Insufficient inventory, Merchant account error, No inventory location found, Payment provider not enabled, Transient error
Conditions: None
When to use it
Use this strategy to keep subscribers out of a dunning journey they can't act on. Retries give you time to restock a product, fix an inventory location, or resolve a payment provider setting.
When these failure reasons appear, check View payment analytics and fix the cause on your side. The retries recover the payment only after the cause is fixed.
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, every 3 days | Evenly spaced retries pick up the payment soon after you fix the cause. |
Emails | 1 email, after the last retry | The subscriber hears from you only if the subscription is paused. |
Discounts | None | The subscriber has nothing to do, so an offer wouldn't change the outcome. |
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 14 | 3 days | 3 to 42 | None | No |
15 | 3 days | 45 | None | Payment failed and subscription paused |
Example
A meal kit subscriber's renewal fails with Insufficient inventory because one of the items in their box sold out. Loop retries silently every 3 days, and the subscriber doesn't receive a payment failed email.
The brand restocks the item a week later, and the next retry goes through at full price.
Need help?
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Loop subscriptions team 🙂