> For the complete documentation index, see [llms.txt](https://help.recart.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.recart.com/billing/failed-payment-policy-suspended-state.md). # Failed Payment Policy & Suspended State Learn more about details and procedures if you are unable to settle your outstanding SMS balance. #### Table of Contents * [Introduction](#introduction) * [Recart's Failed Payment Policy](#failedpaymentpolicy) * [Automatic Charge Failure](#automaticchargefailure) * [Suspended State](#suspendedstate) * [Payment Successful](#paymentsuccessful) *** ### Introduction Recart offers a straightforward monthly billing structure designed to cater to the diverse needs of our valued merchants. Upon subscribing, merchants are billed a **fixed monthly fee,** which **directly translates into the amount of credits available to send SMS**. This system ensures transparency and predictability in your billing experience. Should merchants exceed their allocated SMS credits, they have the flexibility to continue sending messages by incurring **overage charges**. These charges are either applied once the **SMS Threshold is reached** or conveniently settled at the **end of the billing cycle**, granting merchants control and efficiency in managing their communication needs. [**Read more about Billing and Overage Charges.**](https://help.recart.com/en/articles/6731124-how-does-my-sms-text-message-billing-work) ### Recart’s Failed Payment Policy Below is an outline of the guidelines and procedures under our policy addressing instances of failed payments. Understanding the importance of transparency and communication, we aim to provide clarity on the steps taken and the implications associated with failed payments within our system. Read on to familiarize yourself with our commitment to maintaining a fair and accountable approach in handling such situations. ### Automatic Charge Failure Should your automatic monthly fee charge or SMS overage charge fail, Recart will take the following steps: 1. An **email notification** will be sent to you informing you of the failed payments. 1. To update your billing information at any time, visit your [**Billing Page**](https://app.recart.com/billing?redirectToCustomerPortal=true) 2. Our system will retry the payment **one day after** the initial failed payment 3. Another attempt will be made **one day after the first retry** 4. The last attempt will take place **three days after the second retry** 5. If the payment continues to fail, a **final email** will be sent to you informing you that your account has been **suspended** ### Suspended State If we are unable to charge your account for the amount outstanding, your SMS subscription will be **suspended**. You will see a notification bar in Recart directing you to contact us at [**support@recart.com**](mailto:support@recart.com) ![Screenshot 2023-12-08 at 11.14.00](https://2167119381-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F2I45aTZ733MBi8Vps3Ib%2Fuploads%2Fp6S2GBV2Pfg4sq6ambAg%2Ffailed-payment-policy-suspended-state-1.png?alt=media) **During this suspended state, the following will take place:** 1. Opt-ins will still be active 2. **Only Welcome and Help** flows will be sent out 3. Campaigns, inbox messages, and other automated flows will **not** **be sent out** ### Payment Successful Once the outstanding debt is paid, your account will be automatically reactivated, and your subscription status will go back to **Active**. * all SMS flows and campaigns will be sent out again * your credit balance will be adjusted automatically If you need assistance with billing or have any remaining questions, do not hesitate to [contact the Customer Support team.](https://help.recart.com/en/articles/360794-how-do-i-contact-recart-support) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.recart.com/billing/failed-payment-policy-suspended-state.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.