Philip Pages of Redux joins PAYMENTS FM for a practical conversation about failed payments, retry strategy, recurring revenue, and customer experience.
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Why this matters
Retries are one of those payment topics that look simple from the outside and get messy fast once you look at the details.
A failed recurring payment might be recoverable. It might need a different payment method. It might need better customer messaging. It might be a signal to stop trying.
Philip talks through how teams can use retry logic without creating extra cost, customer frustration, or avoidable support work.
What to watch
Retry recovery rate
Cost by payment method
Churn after failures
Issuer response codes
Stop payment signals
Retries per customer
Support tickets after failures
What it means for your team
Retries sit at the intersection of payments, product, finance, support, and customer success.
The right retry strategy can protect revenue. The wrong one can create fees, failed customer journeys, and confusing emails at the exact moment a customer relationship is at risk.
That makes retries a product and operations topic, not a background setting.
What to do next
Split recoverable and final declines
Tune timing by issuer
Compare recovery with cost
Improve customer messaging
Respect issuer stop signals
Questions to ask internally
Which declines should we retry?
How many attempts are too many?
What does each retry cost?
When do we contact the customer?
Who owns failed payment recovery?
Guest perspective
Philip brings a focused view on failed payment recovery:
Retry strategy needs business context.
Decline codes should drive different actions.
Recovery should be measured against cost.
Customer communication is part of payment performance.
Listen or watch
Resources
Related episodes
Open Banking and Pay by Bank with Anubhav Pradhan, ShiftMate
Benefits of Payment Orchestration with Zubin Vandrevala, Gr4vy
Payments Data for Business Success with Albert Drouart, Pagos
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