How to collect a past-due Recurly invoice from Zendesk

To collect a past-due Recurly invoice from a Zendesk ticket, install Tenurewell, open the customer's ticket and look at the top of the sidebar, where past-due invoices are listed with the amount owed, the dunning emails sent and the last decline. Once the customer has updated their card, click Collect now on the invoice and confirm with the Charge button, which shows the amount. Recurly charges the card on file, and the ticket gets an internal note and the tenurewell_collect tag.

Before you start

Allow collecting past-due invoices must be on in Tenurewell's settings, and the agent must be in Who may take actions. Collecting works on automatic invoices that are past due or pending with a balance left; it charges the payment method already on the Recurly account. Tenurewell doesn't take or change card details.

What the sidebar shows first

That's usually enough to answer "why is my account past due?" in the first reply.

Steps

1. Open the ticket from the customer. Tenurewell matches their Recurly account by email, or by account code if your admin set that up.
2. Read the problem. Check the decline reason and whether the card is expired or expiring.
3. Ask the customer to update their card in your usual way if it's the cause. Tenurewell doesn't change billing information.
4. Click Collect now on the past-due invoice. The Collect a past-due invoice now panel opens and asks, in one sentence, whether to charge the balance of that invoice to the payment method on file now. It is one attempt outside Recurly's normal retry schedule, and the panel warns you first if the card looks expired or invalid.
5. Click the Charge button. It shows the amount, for example "Charge $49.00 now".
6. Read the result. On success, the invoice is paid and logged. If the sidebar says "The payment was declined", no money was taken. Ask the customer to update their card, then collect again.

Smoothing it over with a credit or coupon

Credits and coupons share the Allow coupons and credits switch. Admins can set a Largest credit without an admin and limit Coupons agents may apply.

What it costs

Tenurewell is $10 a month per agent on the Standard plan, with every feature included, billed monthly by Zendesk. It has a 14-day free trial; Zendesk asks for a card at install. The Tenurewell documentation has the troubleshooting table.