Automate Payment Retries & Dunning

This guide walks you through the process of setting up automated payment retries and dunning email cadences to encourage customers to clear their invoices.

1. Click on the gearbox in the top right corner to go to Administration Settings > Billing > Payment Retry.

2. Set up how many days after the initial payment failure you want to try your first payment retry and link an email template that informs customers of this payment retry. Add as many as you want in your personalized payment retry playbook.

3. Decide how many days after the first payment retry you want to attempt another and select after how many days of the last retry you wish to suspend the subscription.

4. Use the ‘Add Payment Retries’ button to add as many in the sequence as you need before you decide to suspend the subscription.

5. Here a third attempt has been added before subscription suspension.

6. In the end, select what you want to do to the subscription if the failed payment is not recovered through this period. You may pause, cancel or leave the subscription active. 

7. Then select what to do with the unpaid invoice. You may leave it overdue, reverse it or write it off.

• Write-off = Invoice would be voided by creating and utilizing credits
• Reversed = Invoice would be voided by reversing the charges

8. Click on ‘Show Advanced Settings’ to program dunning emails that try to recover the failed payment by reminding the customer to complete the payment. Select as many emails to send out in the intervals of your choice. Use ‘Add Notification’ to add more emails into the automated flow.

9. Similar to before, select what happens to the subscription and its overdue invoice at the end of this period. 

10. Under Email Address Configuration add any email addresses you wish to cc or bb.