Configure Retries and Dunning

This guide will help you customize retries and dunning. When you’re finished configuring and testing, you will be able to retry failed payments, send failed payment (dunning) emails, and handle the final result if you ultimately cannot collect payment from your customer.


Summary

Chargify Feature
Retries and Dunning
You Need
An understanding of your business’ dunning requirements and schedule.
Code
No
Difficulty
◉◉

Configure Retries and Dunning

Configure the emails and settings for retries and dunning.

1. General Settings
Go to Config > Retries & Dunning > General Settings.

 

  1. From Address   Help
    Set "From Address", this will be what email the customer sees when the emails are sent.

  2. Optional - BCC Email Addresses   Help
    Define which email addresses should be BCCed on the dunning emails. Leave blank if no one. should.

  3. Optional - Limit Invoices in Remittance Dunning
    If using remittance billing, enable remittance dunning for all past due open invoices issued after a date you define.

2. Dunning for Credit Cards
Go to Config > Retries & Dunning > Card Dunning.

 

  1. Click 'Create Dunning Schedule' and create/select a schedule  Help
    Select a Custom Dunning Schedule or Use Template (recommended - start with the template and modify it as needed).

  2. Name your New Dunning Schedule
    This name is internal to you, and your customers will not see it.

  3. Optional - Restrict this Dunning Schedule to a Product
    This is less common. If necessary, select the Product that will receive this dunning schedule. For instance, only your Bronze Plan will adhere to this dunning schedule.

  4. Optional - Advanced Dunning options   Help
    Select whether or not the dunning will trigger if a mid-period component allocation fails. Select whether or not the dunning will end after the first payment failure.

  5. Optional - Edit Dunning Emails   See email data fields
    Next to a given day (eg: Day 1), click the ... icon and then click edit. From there, edit your email.

  6. Configure the Final Step    Help
    This controls what happens if all of your customer's retried payments fail.

    1. Input the amount of days for the final step to trigger.
    2. Select the final action to "Cancel subscription" (most common), or "Mark as unpaid" (best if you want your customer to continue to accrue a past due balance)
    3. Select whether or not to Retry Payment
    4. Select whether an email should be sent.
    5. Select "Save Setup" when finished.


  7. Optional - Add additional dunning steps
    Once your final dunning step is saved, you can add additional steps, by clicking "Add Step to Schedule". 
3. Test
To test dunning, you need to have a past due subscription. To create a past due subscription, follow these steps:

1. Create a subscription that reflects your real use case.
2. Open the subscription, and on the left side, click Payment Details.
3. Delete the card, or add a test card (ending in '2' to force a decline) as the active card.
4. Set the next billing date to renew at the next closest 20 minute interval. For example, if the current day/time is June 20 1:02pm, set the next renewal to June 20 1:20pm.
5. Let the subscription renew at this new time. When the subscription is processed, the payment will fail, and will switch the subscription into a past due state.

Here is a screencast showing this process:

dunning-movedate.gif

 

Optional - Dunning for ACH
Go to Config > Retries & Dunning > ACH Dunning.

 

  1. Click 'Create Dunning Schedule' and create/select a schedule  Help
    Select a Custom Dunning Schedule or Use Template (recommended - start with the template and modify it as needed).

  2. Name your New Dunning Schedule
    This name is internal to you, and your customers will not see it.

  3. Optional - Restrict this Dunning Schedule to a Product
    This is less common. If necessary, select the Product that will receive this dunning schedule. For instance, only your "Bronze Plan" (or any other specific product) will adhere to this dunning schedule.

  4. Optional - End dunning after first failed payment   Help
    Select whether or not the dunning will end after the first payment failure.

  5. Optional - Edit Dunning Emails
    Next to a given day (eg: Day 1), click the ... icon and then click edit. From there, edit your email.

  6. Configure the Final Step
    This controls what happens if all of your customer's retried payments fail.

    1. Input the amount of days for the final step to trigger.
    2. Select the final action to "Cancel subscription" (most common), or "Mark as unpaid" (best if you want your customer to continue to accrue a past due balance)
    3. Select whether an email should be sent.
    4. Select "Save Setup" when finished.


Optional - Dunning for Remittance
Go to Config > Retries & Dunning > Remittance Dunning.

 

  1. Click 'Create Dunning Schedule' and create/select a schedule   Help
    Select a Custom Dunning Schedule or Use Template (recommended - start with the template and modify it as needed).

  2. Name your New Dunning Schedule
    This name is internal to you, and your customers will not see it.

  3. Optional - Restrict this Dunning Schedule to a Product
    This is less common. If necessary, select the Product that will receive this dunning schedule. For instance, only your Bronze Plan will adhere to this dunning schedule.


  4. Optional - Edit Dunning Emails
    Next to a given day (eg: Day 1), click the ... icon and then click edit. From there, edit your email.

  5. Configure the Final Step
    This controls what happens if all of your customer's retried payments fail.

    1. Input the amount of days for the final step to trigger.
    2. Select the final action to "Cancel subscription" (most common), or "Mark as unpaid" (best if you want your customer to continue to accrue a past due balance)
    3. Select whether an email should be sent out.
    4. Select “Save Setup” when finished.


  6. Optional - Add additional dunning steps
    Once your final dunning step is saved, you can add additional steps, by clicking "Add Step to Schedule". 
Optional - Dunning for Prepaid Subscriptions
Go to Config > Retries & Dunning > Prepaid Subscriptions.

 

  1. Set the number of days to retry a payment
    1 retry per day.

  2. Optional - notify the customer via email

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