Overview

Your customers are busy. Often times, they can overlook the expiration of a credit or debit card, or have insufficient balance or spending limit, which can result in failed transactions. This is what is known as an involuntary churn, as the customer in this case, loves your product(s), and wants to continue their subscriptions, but the transaction fails due to technical reasons.

With the Dunning management provided by Appstle Subscriptions, you can significantly reduce these involuntary churns, using some easy and pre-set mechanisms!

Dunning Management by Appstle Subscriptions

Appstle Subscriptions enables you with a set of sophisticated, yet easy to set dunning management features, that you can use to automatically connect with your customers who have had failed transactions.

While Appstle provides you with the default settings (notification timelines, number of retries of the card, etc), to manage failed transactions, you (the merchant) have absolute control over these settings and can customize them to suit your business and customers.

Email notification

Whenever a recurring transaction fails due to any reason, Appstle facilitates a customized email notification to the customer, informing them of the incomplete transaction. As the merchant, you have to OPT-IN to send this automatic email notification. You can also edit the contents of the email, to CUSTOMIZE IT to your store, and PERSONALIZE IT to use it as an opportunity to engage with your customers.

To enable this function, go to Customizations > Email Template Settings in the merchant admin page left panel, and click ‘Edit’.

Once the email template opens, you can modify it to best suit your store.

Within this email, your customers will also be guided to update their payment details in the ‘Manage Subscriptions’ area of the customer portal. On successful update of the payment details, the order will be processed the following day.

Dunning management settings

To create or change your dunning management settings with Appstle Subscriptions, please follow the below steps:

Step 1: Set up the maximum number of ‘Retries’

To set the maximum number of times to retry an incomplete order due to payment method failure.

  1. Select apps from Shopify's admin.

  2. Click on Appstle Subscriptions.

  3. Select Customize.

  4. Scroll down to "Dunning Management" and set the Total number of retries.

  5. Click Save.

The number of retries can range between 1 to 10.


Step 2: Set the course of action when the maximum number of retries is reached.

After reaching the maximum number of re-tries set by you, Appstle Subscriptions will automatically cancel the particular subscription. However, if you do not want a cancellation, you (the merchant) can modify the settings to skip or pause the order, instead of a cancellation! The order will resume whenever your customer updates their payment information.

To adjust these settings in Appstle Subscriptions, please follow the below steps:

  1. Select apps from Shopify's admin.

  2. Click on Appstle Subscriptions.

  3. Select Customize.

  4. Scroll down to "Dunning Management".

  5. Select either Cancel or Pause or Skip subscription.

  6. Click Save.

Step 3: Setting the frequency of Retries (Number of days between Retries)

Leaving a gap between order retries gives your customers the time and chance to update their credit card or other payment information, without risking the cancellation of their subscription. Appstle enables you to decide and set the number of days between each re-try.

To adjust the number of days in between retries, please follow the below steps:

  1. Select apps from Shopify's admin.

  2. Click on Appstle Subscriptions.

  3. Select Customize.

  4. Scroll down to "Dunning Management".

  5. Select on "Days before Retrying”.

  6. Click on 'Save'

Note: The number of chosen days is the number of days between retries and doesn't include the order date.

With these simple steps, control and reduce involuntary churn, engage with your most loyal customers, and provide a stunning shopping and subscription experience.

If you have any questions about dunning management, or if you need any other help, please reach out to us at subscription-support@appstle.com or just pin us through the live chat widget on our app. Our 24x7x365 available experts will be happy to assist you further.

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