Dunning Management in Bold Subscriptions

Bold Subscriptions V1 offers several different options to help you manage your customer's failed transactions. You can even customize your store's dunning process to help reduce the number of subscription cancellations you receive due to failed transactions.

When a customer's credit card is declined, you can enable the app to send an email to both you and the customer whenever a customer's card has been declined. This can be enabled within the Bold Subscriptions V1 app admin under Email Notifications > Credit Card Denied (to Customer). Simply select Edit, then uncheck the box for Check if you DO NOT want to send an email.

When received by your customer, the email will outline how the customer can resolve this issue through the Manage Subscriptions Page, which involves the customer needing to update their payment information. Once their payment information is updated, the order will process the following day.

Bold Subscriptions V1 will otherwise attempt to recharge a customer's credit card every 24 hours until the charge goes through or the order is cancelled.

You can view all failed transactions by navigating to Reports > Failed Transaction Logs from within the Subscriptions app admin.

 Alert

Please note that this article only relates to Version 1 of Bold Subscriptions. If you have Version 2 of Bold Subscriptions installed on your store, please visit Subscriptions V2 Overview.

If you are unsure of which version of Bold Subscriptions that you have currently installed, please visit Bold Subscriptions V1 & V2 Comparison.

 


 

This feature allows you to select how many times a subscription payment gets retried after it has failed due to a credit card error. This gives you the opportunity to collect a payment and create the order. You can set a retry rate of 1 through 8.

  1. From the Shopify admin, select Apps.
  2. Select Bold Subscriptions V1.
  3. Select Settings, then General.
  4. Scroll down to Failed transaction handling. Set the Total number of retries.

    Number of retries

  5. Select Save.

 


 

Once the maximum number of retries has been hit, Bold Subscriptions V1 will automatically cancel the subscription. But instead of having the subscription cancel, you can change it so that the order is paused instead; then, when your customer edits their payment information, the order will resume.

  1. From the Shopify admin, select Apps.
  2. Select Bold Subscriptions V1.
  3. Select Settings, then General
  4. Scroll down to Failed transaction handling.
  5. Select either Cancel or Pause subscription.

    Note: If you choose to pause the subscription after it reaches the maximum number of retries, the order will resume after the customer has edited their credit card. Alternatively, you can resume the subscription in the Subscriptions app admin.

    Cancel or pause

    Cancel Subscription - The benefit of cancelling a subscription is to move the order to the inactive subscribers list. When your customers orders are moved here, they will not count towards the in-app analytics for active subscriptions. Please note that an admin of your store will have to reactive the subscription to allow your customers to update their payment information.

    Pause Subscription - The paused subscriptions will still count towards your stores subscriptions analytics until they are cancelled. At any time your customers can update their payment information for this paused subscription.

  6. Select Save.

 


 

This feature allows you to provide a chance for your customers to update their credit card information without risking their subscription getting cancelled.

  1. From the Shopify admin, select Apps.
  2. Select Bold Subscriptions V1.
  3. Select Settings, then General.
  4. Scroll down to Failed transaction handling.
  5. Select Specify number of days between each retry and set the number of days.

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

    Number of retries

  6. Select Save.
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