Batch Fail Process

If a customer has failed 3 times in a Subscription run, they go into a state of 'Manual_retry' and are considered a 'Batch Fail'. It is incredibly important that Batch Fails get worked so that customers move along as they should and so the events 'complete'.

Steps to solve -

1. An open diary reminder is created for the 'Allstars' team, with the subject 'Payment failefd for XXXX instalment (third attempt) - this is created the day of the final retry and will appear in the allstars home screen diary.
   
2. You can either bulk assign the batch fail reminder to an individual or go into the reminder and assign it.
3. To work the Batch Fail, go to the customer from the Diary note and go to their Subscription tab and click into the relevant Subscription, click on 'Next Instalment'
   
4. Here you will see the state, when they last were retried and how many times, and why they failed. Contact the customer as you normally would to try and update the payment details. 
5. If new payment details are provided, update and save these on the 'Payment Method' tab.
6. If the customer wants to take up that case, then go to the 'Next instalment' tab and click 'Create order now' - if the payment is successful an order will be created and the customer will go into the next event 
   
7. If the customer wants to 'Skip' the instalment, then click 'Skip' and the customer will go into the next event 
   
8. If the customer wants to cancel, then end membership on the Subscription Details tab. 
9. At the end of the batch fail campaign, if there are still numerous customers in 'manual retry' these must be bulk skipped so they go into the next event. You will need to speak to the Subscription Managers (Neil Tweed and Simon Walker) to get these customers bulk skipped.