Dunning Management

Dunning Management for Subscriptions

Dunning Management is a feature intended to help with subscription workflows, including aspects such as updating expiring cards, requesting new card or bank account when a payment fails, and retrying declined payments for both card and ACH subscription amounts. 

Settings

To access Dunning Management settings: 

1.  Navigate to the Subscription Manager by selecting All Tools> Subscription Manager
2. Click on the gear icon in the top right hand side of the screen
   • 
3.   Select Dunning Management from the top left hand side as shown below: 

You will see a series of togglable options including: 

Prevent Failed Payment 

• You can choose to send an automated email to your customers a set number of days before the subscription runs. 
• Selecting 'Edit Template' will allow you to change the wording in the automatic email as well. 

• You can also choose to send a request to your customers for updated card details 30 days before the current cards expiration date and edit the template for this.

Request New Payment Information

• You can alternatively request new payment information from a customer regardless of expiration date. 
• The options below will allow you to change the automatic settings in that you can decide how many days passed the due date you wish to follow set parameters. In other words, if a payment is not received by a set number of days, you can change the subscription or invoice status to Due, Paused, or Cancelled accordingly. 

• The intention for this flow would mean that your customers subscriptions are Paused after a certain number of days of not receiving payment automatically. 

Retry Failed Payments 

• This option will allow you to automatically reprocess or retry a transaction on a set schedule 
• You can set this option to a 'Speed' timeline, a 'Success' timeline, or a Custom schedule that suits your needs. 
  • You can also set the condition for the final retry-- setting the subscription and invoice status to meet your needs.
  • You can choose to send an email to your customers to let them know in advance that a retry will occur, and Edit the Template for this as desired. 

Credit Card Plans

• A 'Speed' timeline will follow the schedule below, with the first retry being 3 days after plan due date, 2nd retry as 5 days after plan due date, 3rd retry 7 days after due date, and the subscription being set as canceled if the last attempt fails.

• The 'Success' timeline will follow the schedule below, with the first retry being 7 days after plan due date, 2nd retry as 14 days after plan due date, 3rd retry 21 days after due date, and the plan being set as canceled if the last attempt fails. 

• The Custom plan will allow you to set the retry time frames, and add additional attempts should you like.

ACH Plans

ACH plans will only be retried in cases where the original transaction was returned due to a lack of sufficient funds in the customer's bank account. All other reasons for a failed payment will not be retired as the customer's bank account is likely invalid. 

ACH payments will only be retried once based on the date the original transaction was returned.

A 'Speed' timeline will follow the schedule below, with the first retry being 7 days after original payment was returned, and the subscription being set as canceled if the last attempt fails.

• The 'Success' timeline will follow the schedule below, with the first retry being 14 daysafter original payment was returned, and the subscription being set as canceled if the last attempt fails. 

• The Custom plan will allow you to set the retry time frame. 
  • Note that you are not able to add additional retries for ACH.