Re-issue a failed payment

How-to guide Who can do this: Tenant Owner, Tenant Admin, Tenant Accountant

When a payment to a merchant fails, nothing retries it. You review why it failed and confirm a new payment; the failed one stays on record.

Before you start#

You are a Tenant Owner, Tenant Admin or Tenant Accountant; platform operators can also re-issue.
A payment failed. You see it on the order's Finance card or in Money Movements. Owners, admins and supervisors may also get a notice such as "Payment … was not completed" or "… payment(s) need attention"; accountants get none.
A failed payment is final: the platform never retries or repairs it on its own.

Open the order and find the failed row in its Finance card. It shows a failed badge and a plain-language reason.
Click Review and re-issue. It opens the payment's own page.
Read the Error in the Dispatch card: why the payment failed.
Click Re-issue payment.
Check the confirmation: "This creates a new payment of [amount] to [payee].", Why it failed:, and "The failed payment is not changed and stays on record. The new payment will be sent to the payment provider."
Click Create new payment — or Cancel to leave everything as it is.

You land on the new payment's page with "A new payment has been created. The failed payment stays on record."
The new payment is sent to the payment provider like any other.
The two pages link to each other: the failed one shows Replaced by, the new one Replaces. On the order's Finance card, the failed row says "A replacement payment has been created:" with a link, and both payments sit under the same transaction, with the amount settled and still outstanding when they are in one currency; see The Finance card on order pages.
If the new payment also fails, it shows as failed in the same places and can be re-issued in turn.

Only a failed wallet payment whose payment route works can be re-issued, and only while the transaction is not already paid, settled or cancelled and no other payment for it is under way.
The new payment has the same amount and payee as the failed one.
Everything is checked again when you confirm, so a payment that was resolved in the meantime is never paid twice.
Refreshing, going back or clicking twice creates at most one new payment.
The provider's own technical error text is never shown to you; you see the plain-language reason.

Message	Cause	Fix
"There is still no payment route for this payment, so it cannot be re-issued yet."	The paying wallet had no payment provider when the payment was made.	This payment cannot be re-issued, even later; contact your platform operator to settle it another way.
"This payment can no longer be re-issued — the amount owed has already been settled."	The transaction is paid or cancelled, or another payment for it is under way.	Nothing to do; check the order's Finance card.
"This payment has already been re-issued."	The replacement already exists.	You are taken to the new payment; nothing more to do.
"This payment no longer needs re-issuing."	It was resolved while you were on the page.	Reload the page.
"Too many re-issue attempts. Please wait a moment and try again."	Only one attempt per payment per minute is allowed.	Wait a minute and try once more.
"This form has expired. Reload the page and try again."	The confirmation form was incomplete or out of date.	Reload and confirm again.
No Re-issue payment button	Your role cannot re-issue, or the payment is not eligible.	Ask an Owner or Admin, or see the reason shown under the payment.