Juspay Mandate Silent Retry Mechanism Overview

We have retries enabled for all merchants by default and we have 10 hours as min, time period {retries at time of failure (x) + 1 hr (Grace period) + 3 hr (retry 1) + 3 hr (retry 2) + 3 hr (retry 3) }. And we can customize the above values [You can find details below under heading ‘Merchant Customization Options’]

Notification/Execution Silent Retry

Mandate transactions can fail due to various reasons, ranging from business errors like insufficient account balance to technical issues such as gateway timeouts or bank downtimes. To maximize the Success Rate (SR) for merchants, Juspay offers a feature of silent retry, adhering to RBI guidelines. This feature automatically re-initiates transactions based on the payment method, without merchant intervention, ensuring the highest possible SR.

Strategic Retry System

Unlike a static retry approach used in the industry, Juspay's retry mechanism is governed by a systematic set of rules aimed at maximizing SR within the shortest possible time. This approach minimizes order closure time while maintaining user satisfaction, as each retry attempt is visible to the user.

Key Retry Points in Mandates

1. Mandate Registration: If retries are enabled at Juspay’s end, Juspay can even switch gateways based on merchant priority logic to ensure successful registration.

2. Sending Notifications: Silent retries are enabled to ensure notifications reach the user unless the mandate is inactive.

3. Recurring Payments: Juspay’s smart retry feature selectively initiates retries to achieve maximum SR with minimal attempts.

Dynamic Retry Based on Error Codes

Juspay’s system dynamically initiates retries based on the analysis of error codes:

• No Retry Enabled: The terminal status is provided to the merchant immediately to minimize order closure time.

• Retry Enabled with Mandate Canceled/Revoked/Paused(*): Juspay verifies the status with the Payment Gateway (PG) and sends the terminal status if necessary.

• Retry Enabled with Active Mandate: Juspay handles the retries to ensure maximum SR, allowing the merchant to monitor configurations via the dashboard.

Merchant Customization Options

Recognizing different use cases between Business (e.g Insufficient Balance, MPIN not entered etc.) and Technical errors, Juspay allows merchants to customize retry configurations:

• Grace Days: Set a grace period (0-7 days) before initiating retries, based on the execution date in the notification. Default: 0 days.

• Number of Attempts: Choose the number of retries (0-9). Default: 3 attempts.

• Silent Retry Start: Configure the delay before starting retries. Default: 1 hour.

• Gap Between Retries: Set the interval between retries. Default: 3 hours.

Important Considerations

• Some gateways, like Paytm_V2, do not allow retries beyond the cutoff time. Ensure proper configuration to avoid conflicts.

• Certain gateways offer their own retry mechanisms. Merchants should verify or disable these to utilize Juspay’s smart retry feature for optimal results.

• Razorpay, Phonepe and Cashfree as PGs don’t support retry without hitting notifications first due to which Juspay initiates a full retry with them and default values are not applicable for them

This systematic approach by Juspay ensures the highest SR with minimal disruption to the user experience, tailored to each merchant's specific needs.

References

1. SmartConvert Deck

2. Mandate Retry Feature

Appendix

(*) - The list is not complete. You can find the complete list here in the appendix for which retries are enabled.

Retry and Retarget Mapping_Mandates_Juspay