Notify if payment is unsuccessful (processing of failed payment)
1. Introduction
Definition
Notify if payment is unsuccessful — a feature of an offer in the Leeloo.AI platform that, after a failed payment, automatically moves the chat with the client into the "Important" tab of the sales manager who has already had a dialogue with that client, and assigns one task — to manually process the failed transaction. The feature operates at the Convert stage — it is a tool for rescuing a failed payment through manual manager intervention.
The feature does not exist on its own — it is tied to an offer (enabled in its settings), to chats (uses the client-manager dialogue history to determine the responsible person), to the Client's Card (shows all orders with the "Transaction Failed" status), and to orders & sales (where such an order is highlighted in red).
The B2B operator (business owner) enables the feature in the offer card with a single "Notify if payment is unsuccessful" checkbox. After that, the sales manager sees the chat with the failed payment in the "Important" tab, with a bell, the time of the failed payment, a link to the chat, and a link to the offer — and takes the task into processing.
The B2C client (subscriber) does not directly interact with the feature — they only see the result: the manager writes to them in the connected channel (Telegram, Facebook, WhatsApp, etc.), helps figure out the cause of the failure, and proposes a retry.
In the Client's Card, the following is recorded: the date and time of the failed payment, the offer it occurred on, the order status "Transaction Failed" (displayed in red), the fact that the task was picked up by a manager, subsequent actions, and the processing outcome.
After reading this you will understand:
what the "Notify if payment is unsuccessful" feature does and for which scenario it is needed;
how the feature determines which sales manager gets the failed-payment processing task;
where the manager sees failed payments in the interface ("Important" tab, bell indicator, links to the chat and the offer);
how to view all of a client's failed orders inside the client card;
the important limitations of the feature (the processing task cannot be transferred or returned).
Purpose
The "Notify if payment is unsuccessful" feature is a failed-conversion rescue tool on the platform. It does not try to nudge the client with an automatic message; instead, it immediately delegates the failed-payment handling to the manager who is already in dialogue with the client and knows the deal context best. This lets the order be revived personally rather than with an impersonal template.
Convert — after a failed payment, the chat with the client appears in the "Important" tab of the sales department employee who already had a dialogue with them. The manager sees the exact failure time, opens the chat, identifies the cause (no funds, card error, change of mind), and helps complete the payment manually — or arranges another method. Job — return a failed transaction back into a successful conversion in cases where an automated reminder would not work.
2. Feature overview
The feature is enabled in the offer card under Offers — it is a single checkbox in the settings. Once enabled, the mechanic starts working automatically for all failed payments of that offer.
2.1. Enabling the feature
In the offer settings, check the "Notify if payment is unsuccessful" box — it is usually located next to the other order automation settings.
The feature is bound to a specific offer: enable it for every offer for which you want to receive failed-payment notifications.
2.2. What the manager sees in the "Important" tab
When a client fails to pay for this offer, the chat with them appears in the "Important" tab of the employee who had a dialogue with this client. The chat information shows: the date and time of the failed payment, a bell signaling the failed payment, and an indicator with links — to the chat with the client and to the offer itself.
After clicking the client's name, a chat with this subscriber opens; after clicking the offer, the card of the offer where the failed payment occurred opens.
2.3. Client orders in the client card
All of the client's orders and their statuses can be viewed inside the client card (opens by clicking the client's name in the chat). On the "Orders" tab you will see the list of orders — failed orders are highlighted in red, which makes it easy to find them among the successful ones.
A chat with a client who failed to pay for an offer appears in the "Important" tab only for the sales manager who previously had a dialogue with this client. Even if another manager who had not communicated with this client before writes to them after the failed payment, the client's account will not appear in their "Important" tab, and they will not be able to pick up the processing task.
It is not possible to transfer the failed-payment processing task to another sales manager or to return it. The task is firmly attached to the employee who had the dialogue.
Related guides
Guide | Purpose |
|---|---|
Offers — the main module whose offer card holds the "Notify if payment is unsuccessful" checkbox. | |
Orders & Sales — section where all orders and their statuses are visible, including failed transactions. | |
AI Support — section with global automation messages that can complement manual failed-payment processing. | |
Personalized order status messages — a parallel offer feature: individual texts for each order status. | |
Recurring payments — statuses of recurring payments, for which payment failures are also possible. | |
Partial payments — partial-payment statuses with their own failure and processing cycle. | |
Manual payments — offer settings with manual payment confirmation. | |
Уведомить при неуспешной оплате (обработка проваленной оплаты) | Уведомить при неуспешной оплате — Russian version of the guide. |
Повідомити про неуспішну оплату — Ukrainian version of the guide. |
Key terms
Term | Meaning |
|---|---|
Notify if payment is unsuccessful | An offer feature that, after a failed payment, moves the chat with the client to the "Important" tab of the manager who had a dialogue with them and attaches the manual-processing task to that manager. |
Failed payment | An order with the "Transaction Failed" status — payment was not successfully completed by the client (no funds, payment-gateway error, abandoned data entry, etc.). |
"Important" tab | A section inside chats where the chats of clients requiring manager attention land automatically — including those with failed payments. |
Offer | A product or service card in Leeloo.AI with payment and automation settings; the "Notify if payment is unsuccessful" checkbox is enabled here. |
Sales manager | An employee who handles client dialogues and processes failed payments of those they have already communicated with. |
Client card | A subscriber's profile in Leeloo.AI, whose "Orders" tab shows all of the client's orders; failed ones are highlighted in red. |
Client's Card | The internal name of the client card in the platform architecture — a centralized profile where order statuses and processing events are recorded. |