How do I reset failed payment attempts?
You may have received a weekly list of failed payments or have an individual payment that has failed. These are the steps to follow.
- Log into Pencil with your supplier login.
- Go to Customers and search for the customer.
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- Then click on the (...) More Actions and if your customer has exceeded their maximum number of failed payment attempts (which is 3 attempts for processing invoices, 1 attempt for starting a payment plan and 2 attempts for additional payment plan attempts) you will see the "Reset Failed Payment Attempts" button.
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- Click this and Confirm.
- Then you can go to Invoices and check Charge to process the payment for the invoice or wait for your daily automated payment to run.