Grace and Hold Periods with Failed Charges

In the PodPlay system, when a Customer’s charge for their Membership fails, a few things happen:

1. The Customer immediately receives an email

   1. The email says “your membership charge has failed, to resubscribe click here”

      1. This email is sent only one time

   2. If you notice a Membership charge has failed, ask the Customer to click on this email and complete the charge. If the Customer completes the charge through this email, the Membership is reinstated, and the Customer keeps their Membership active

2. The Membership enters a Grace Period (lasting 15-days)

   1. Each day of the Grace Period, the system retries the charge every other day

   2. The Customer still has their Membership perks, like an advanced Booking Horizon

   3. If the Customer tries to book anything during the Grace Period, they will receive a prompt to add a new credit card and then can complete their booking

      1. IF a Customer adds a new credit card, they will be charged for their previously missed Membership payment

         1. IF the Customer is charged for their previously missed Membership payment, their original anniversary date is retained

   4. This Grace Period lasts for 15 days

      1. Should you want to edit this Grace Period to a lower quantity of days, you can ask your PodPlay CSM to change the quantity of days

3. After the Grace Period is a Hold Period (lasting 30-days)

   1. During the Hold Period, the system will retry to charge the Customer once every 3 days for 10 attempts

   2. If the Customer tries to book anything during the Hold Period, they will receive a prompt to add a new credit card and then can complete their booking

      1. IF a Customer adds a new credit card, they will be charged for their previously missed Membership payment

         1. IF the Customer is charged for their previously missed Membership payment, this new date of payment becomes the new anniversary date

   3. Should the Customer not update their credit card, the Customer will lose their Membership status and perks and receive another email saying their Membership has been canceled

   4. This Hold Period lasts for 30 days

      1. Should you want to edit this Hold Period to a lower quantity of days and attempted charge retries, you can ask your PodPlay CSM to change the quantity of days