In some cases, where a scheduled plan or subscription payment has been attempted and failed multiple times, you might see this showing as "Cancelled" in your Stripe dashboard. This is the default setting for Stripe accounts. After a certain number of re-attempts, the plan is automatically cancelled by Stripe.
For customers cancelled directly in Stripe, they might continue to reflect as "in progress" in Paythen but no new charges will happen automatically. For customer plans to reflect as "Cancelled" in Paythen, they must be cancelled from within Paythen directly, not via Stripe.
We recommend changing this default Stripe setting since "Cancelled" is a permanent irreversible change. Here's what we suggest instead.
Go to this settings page in Stripe (Settings > Subscriptions and emails).
Scroll down to the Manage failed payments section.
Adjust the Retry schedule to be whatever suits your business (this is what we recommend):
For the Subscription status field, change the setting from If all retries for a payment fail, "cancel the subscription" to "mark the subscription as unpaid".
Click the "Save" button and you're done!
This small change has a big impact on your customer plans since the "mark the subscription as unpaid" status can be reversed later and the plan can be reactivated if a customer makes a delayed payment. A "cancelled" plan cannot be "un-cancelled" at a later stage (but we can still help if this has happened for any of your customers, so reach out to us). This also enables us to better help you in re-attempting these payments even after Stripe has stopped.
If you need a hand with any customers for whom all retries have failed, we recommend asking the customer to update their payment method on file via their customer link, then get in touch with us via the chat icon and we can re-attempt any overdue payments on your behalf.