New Credit Card Retry Workflow for Care Memberships – Otto

Overview

Otto Care Memberships has introduced a smart payment retry system designed to improve the collection of overdue invoices. With this enhancement, when a pet parent's default payment method fails, the system will automatically attempt to collect payment from any additional saved cards on file in Stripe's portal.

Why This Matters

For Clinics:

Reduces the risk of overdue invoices by leveraging all available payment methods.
Encourages clinics to collect multiple payment methods upfront, ensuring better payment security.
Minimizes manual efforts in chasing overdue payments.

For Pet Parents:

Avoids service disruptions due to failed payments.
Resolves confusion when pet parents expect a different card to be charged.
Provides a seamless and automated payment experience.

How the Retry System Works

When an invoice is overdue for 1 day, the system will automatically attempt to charge the next available card on file.
If that charge fails, the system will retry using the next card every 24 hours for up to 21 days.
Throughout this period, Stripe’s default retry process remains active on the original payment method.
If no payment is successfully collected within 21 days, the invoice status will change to "Unable to collect."

Activity Log Updates

To ensure transparency, clinics will see updates in the Activity Log, including:

Status Update: "Retrying Payment."
Failed Payment Tooltip: "Attempting to collect payment from all cards on file, including the original payment method."
Payment Made Log Entry: Specifies which card was successfully charged.

Getting Started

Clinics don’t need to take any action to enable this feature—it will be automatically activated. However, we encourage clinics to request multiple payment methods upfront to take full advantage of this update.

Click Here to Learn How to Collect Multiple Payment Types!

If you have any questions or need assistance, our support team is here to help!