Dunning Management in Bold Subscriptions

 Pro-Tip

Please note that this article only relates to Version 1 of Bold Subscriptions. Please visit Bold Subscriptions V1 & V2 Comparison for more information on determining which version of Bold Subscriptions you are currently on.

Overview

Bold Subscriptions V1 offers a few different options to help manage situations on your store in regards to transactions failing. You're able to customize your dunning process to help reduce the number of subscription cancellations you receive due to failed transactions.

When a customer's credit card is declined, an optional email will be sent out to the customer and store owner notifying them that the card has been declined. This can be enabled in the Email Settings and Notifications section, under "Credit Card Denied (to Customer)".

When receiving this email, your customer will be guided to the Manage Subscriptions area to update their payment information. Once this is updated, the order will process the following day.

The app will attempt to recharge that 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.

To create your dunning management settings in Subscriptions, please review the sections below:

 


 

Step 1: Set a Max Number of Retries

With this feature, you are able to set how many times a subscription payment gets retried after it has failed due to a credit card failure.

This would be created to give you the opportunity to collect a payment and create the order, and can be between 1 and 8 retries.

To adjust these settings, please follow these steps:

  1. From Shopify's 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.

 


 

Step 2: Set What Happens when the Orders Fail

Once the maximum number of retries has been hit, Bold Subscriptions V1 will automatically cancel the subscription.

Instead of having the subscriptions cancel, you can change it so that the order is paused instead. When your customer edits their payment information, the order will then resume.

To adjust these settings in Bold Subscriptions V1, please follow these steps:

  1. From Shopify's 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 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.

 


 

Step 3: Set the Number of Days Between Retries.

Bold Subscriptions V1 allows you to set the time in-between retries for your customers' credit cards after they fail. This gives your customers a change to update their credit card information without risking the subscription being cancelled.

To set the number of days in between retries, please follow these steps:

  1. From Shopify's 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.

 

Next Steps:

Now that you have set your dunning process, you can also set up your cancellation management in Bold Subscriptions V1 to give your customers different options to keep their subscription.

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