It can happen that an installment or subscription payment is not received. This can have various reasons, for example, your customer may refuse to pay or may not have enough money in the account via which the payment should actually be made. We have compiled the most important information on how to solve such a payment interruption so that you can resolve it quickly and effectively.

1. Procedure for a failed subscription or installment payment

Digistore24 stores information in the system about when the next payment is due for each subscription and installment payment. If there is an unexpected complication due to a failed payment, Digistore24 proceeds according to a fixed pattern:

1. A debit is processed on the due date.
2. If this fails, there will be an attempt to process the debit again up to three times within three days.
3. The customer will receive an email informing them of the missed payment approximately two to three days after the last unsuccessful attempt. Also included is a link that the customer can use to make the payment. At the same time, the IPN notification (Event: missed_payment) is sent to you/your system. This case is marked as missed subscription payment in the transaction overview.
4. The subscription or installment will be continued as soon as the customer has paid their outstanding payment. If they do not pay, the subscription is terminated from the moment it is marked as missed subscription payment. No further debit attempt will be made.
5. A new debit must be made by the customer or the vendor at the customer’s request.

2. View non-received payments

As a vendor, you can view all the non-received payments in the Digistore24 system. There are various ways to do this, which we will present to you below.

View outstanding installment payments

Only the initial sales are listed in the Sales list. You will find all the transactions in the Transactions list.

Step-by-step guide

1. In the vendor view, go to Reports > Sales.
2. In the dropdown menu, select the billing type Installment.
3. Select the payment status Aborted.
4. Select the appropriate Cancellation reasons.
5. Finally, click Search.

View cancellations for subscription and installment payments

To see how many cancellations you have for subscription and installment payments and the reasons for the cancellations, proceed as follows.

Step-by-step guide

1. In the vendor view, go to Reports > Sales.
2. In the dropdown menu, select the billing type Subscription or Installment.
3. In the Payment status dropdown menu, select the option Payments aborted.
4. If you also want to search for special cancellation reasons, select these in the dropdown menu Cancellation reason. For example, this can be Payment failed.

   

5. If you want to narrow your search down further, select the Product ID(s) of the affected products in the search mask for Product. You can also search for a specific order using the order ID, last name and first name.
6. Finally, click Search.

To see the individual transactions of a particular sale, click on the magnifying glass icon under Actions and then scroll down to the Transactions item in the menu that opens. Here you can see recurring subscription and installment payments that have failed under Transaction type.

3. Your most important questions regarding payment interruptions with subscription and installment payments

Does the customer still have access to the product in case of payment failures?

Digistore24 will try to debit the amount for subscription and installment payments several times. If none of the debit attempts are successful, access to the product is automatically blocked for the customer. Products whose contents are regularly activated one after the other via a member page are no longer accessible to the customer after the payment default.

Attention:

If you deliver your product as a download or PDF file, access cannot be blocked because the product is already in the customer’s possession.

What does the status message “Missed subscription payment” mean?

The message Missed subscription payment refers to the current payment status of the purchase of a subscription product or an installment payment and appears in the following cases:

Case 1: Several unsuccessful attempts by Digistore24 to process a debit leads to a debit stop

Until the status is set to missed subscription payment, the status is set to request payment or payment denial. Digistore24 will then try to debit the outstanding amount several times within the next few days. If these efforts remain unsuccessful even after a few attempts, the debit will no longer be attempted. This is then marked with the status missed subscription payment in the transaction list.

In this case, the customer will be asked by email to continue the payment. At the same time, the vendor receives confirmation by email that the subscription payment has been missed.

Case 2: A chargeback occurs

In this case, too, the customer will receive an email request to make their payment. At the same time, the vendor also receives confirmation by email that the subscription payment has been missed.

Case 3: The vendor has made a cancellation or issued a refund themselves

You will always receive the email notification Missed subscription payment at the beginning of the next billing period if the next installment had been due for this subscription. Here you and your system should be informed that access is to be blocked for the customer since they are no longer paying the next installment (due to the cancellation).

Getting annoyed by too many email notifications? This is how to turn off these emails:

Step-by-step guide

1. In the vendor view, go to Account > Products.
2. Click on the pencil icon of the relevant product.
3. Change to the tab Notifications.
4. Delete your email address from the field About missing rebilling payments.
5. Scroll to the bottom and click Save.