Retries

The Retries page lists every invoice that is currently in, or has completed, the payment retry cycle, so you can track recovery progress without opening invoices one at a time.

When a payment fails on an invoice with auto-collection turned on, Chargebee starts a retry cycle for that invoice as part of dunning. The Retries page brings every one of those invoices into a single list view, and shows for each invoice:

• The current retry status and how many attempts have been made
• When the retry cycle started and when the next retry is scheduled
• The payment source used and the error returned on the last attempt
• The gateway and the recovery system driving the retry
• Whether the last attempt failed in a way that can be retried again

Use the Retries page to:

• Monitor open recovery in one place instead of invoice by invoice
• Find invoices whose retries are failing for the same error or on the same gateway
• Confirm whether a specific invoice is still being retried, has recovered, or has stopped
• Identify invoices that need customer action because the payment source is hard-declined

The Retries page is a read-only list view. To pause, resume, or stop retries for an invoice, or to inspect the individual attempt log, open the invoice and use the retry controls described in Dunning.

Availability

The Retries page is being rolled out gradually and is turned on per site. If Retries does not appear under Logs in the left navigation pane, the page is not yet enabled for your site — contact Chargebee Support to check availability.

Open the Retries page

To view all invoices under retry for your Chargebee Billing site, go to Logs > Retries in the left navigation pane.

The page opens on the Invoices under retry view, and the count next to the list title (for example, 57 Retry Invoices) shows how many retry invoices match the current view, search, and filters.

Each row represents one invoice in the retry cycle. Click the amount or the invoice number to open that invoice's details page in a new tab.

Retries list view columns

Each row includes the following fields:

Scroll the list horizontally to reach the columns at the end of the row.

Retry statuses

The Retry Status column reports where the invoice is in the retry cycle.

Soft and hard failures in the Retryable column

The Retryable column classifies the payment method used on the latest attempt, so you can separate invoices the configured recovery system can keep retrying from invoices that need customer action.

• Soft Failure: a temporary decline on the latest attempt (for example, insufficient funds). The configured recovery system can schedule another retry.
• Hard Failure: a permanent problem on the latest attempt (for example, an invalid or restricted payment method). The payment method is not retryable.

A Hard Failure means further automatic retries on that payment method are unlikely to help — the customer must update the payment method before the invoice can be collected. Which gateway errors count as hard failures depends on your error configuration; you can change how Chargebee treats a specific gateway error in Error Handling Settings.

Recovery systems

The Recovery System column shows which system scheduled and drove the retry:

• Chargebee — Chargebee's own dunning and retry engine.
• FlexPay — retries handled through the FlexPay integration.
• Success+ — retries handled through the Success+ integration with GoCardless. The column displays this value as SuccessPlus.

Search, filter, and sort retries

Use the search bar to search by invoice number or customer, or apply filters to narrow the list.

To apply filters, click Filter list, click Add Filter, select the fields and values you want, and then click Apply Filter.

Filters are grouped under Invoice, Customer, and Transaction:

• Invoice: Status (retry status), Amount Due, Currency, Next Retry, Retry Started On
• Customer: Email, Company, Customer ID
• Transaction: Gateway, Error Code, Recovery System, Attempts

Use Sort by to order the list by Next Retry or Retry Started On, and use the column icon beside it to select which columns the list displays.

Navigate from a retry to related records

Each row has an actions menu at the end that links to the records related to that invoice — the customer, the subscriptions on the invoice, and the transactions on the invoice. Use these links to move from a stalled retry to the underlying records without searching for them separately.

Retries compared with the other payment logs

The Retries page tracks recovery at the invoice level: one row per invoice in the retry cycle, summarizing status, attempts, and the next scheduled retry. Use the other pages under Logs when you need attempt-level or request-level detail:

• Transactions — the individual payment attempts and their outcomes.
• Gateway Activity Logs (Gateway Activity in the left navigation pane) — the API requests and responses exchanged with the gateway during an attempt.
• Gateway Webhook Logs (Gateway Webhooks in the left navigation pane) — the webhook notifications the gateway sent back to Chargebee.

Frequently asked questions

1. Which invoices appear on the Retries page?

Invoices that have entered the payment retry cycle. An invoice appears once Chargebee starts retrying payment on it, and it remains listed with its final retry status after the cycle ends, whether the payment succeeded, retries were exhausted, or retries were stopped.

2. Why is the Next Retry column empty for some invoices?

No further retry is scheduled for that invoice. This is expected when the retry status is Success, Exhausted, or Stopped.

3. Can I retry, pause, or stop a payment from the Retries page?

No. The Retries page is a list view for monitoring. Open the invoice to collect payment immediately or to pause, resume, or stop dunning. See Manage Dunning.

4. What is the difference between Attempts and Retryable?

Attempts counts how many retries have already been made on the invoice. Retryable describes the payment method used on the latest attempt — whether it failed in a way that allows another retry (Soft Failure) or requires the customer to update their payment method (Hard Failure).

5. Why does an invoice show a Hard Failure even though retries are configured?

Retry configuration decides the schedule; the failure classification decides whether retrying that payment method is worthwhile. When the latest attempt returns a Hard Failure, the configured recovery system does not keep retrying the same payment method, because the error indicates a permanent problem such as an invalid or restricted payment method. See Smart Retry.

6. Why do some invoices show a recovery system other than Chargebee?

The invoice is being retried by an external recovery system integrated with your site — FlexPay or Success+ — rather than by Chargebee's own retry engine.