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
- 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.
- From Address Help
Set "From Address", this will be what email the customer sees when the emails are sent. - Optional - BCC Email Addresses Help
Define which email addresses should be BCCed on the dunning emails. Leave blank if no one. should. - 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.
- 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). - Name your New Dunning Schedule
This name is internal to you, and your customers will not see it. - 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. - 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. - 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. - 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. - 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:
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:
Optional - Dunning for ACH
Go to Config > Retries & Dunning > ACH Dunning.
- 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). - Name your New Dunning Schedule
This name is internal to you, and your customers will not see it. - 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. - Optional - End dunning after first failed payment Help
Select whether or not the dunning will end after the first payment failure. - Optional - Edit Dunning Emails
Next to a given day (eg: Day 1), click the ... icon and then click edit. From there, edit your email. - 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.
- 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). - Name your New Dunning Schedule
This name is internal to you, and your customers will not see it. - 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. - Optional - Edit Dunning Emails
Next to a given day (eg: Day 1), click the ... icon and then click edit. From there, edit your email. - 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. - 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.
- Set the number of days to retry a payment
1 retry per day. - Optional - notify the customer via email