Subscriptions for Shopify Checkout offers flexible options for your cancellation and dunning management.
Using the cancellation management settings, you can determine the process your customers must follow in order to cancel their subscriptions within the Customer Portal.
Dunning management will help you manage situations on your store when transactions fail. You can customize your dunning process to help reduce the number of subscription cancellations due to failed transactions.
This article will walk you through the functionality and setup of both features.
This article is relevant to Subscriptions for Shopify Checkout. If you have Subscriptions V1 on your store, then please visit Cancellation Management and Dunning Management. If you are unsure which version that you have, please visit Identify Your Version of Bold Subscriptions.
Bold Subscriptions offers valuable management tools to allow you to decide what happens when your customers attempt to cancel their subscriptions.
Within the cancellation management settings, you can enable one of two optional flows:
- Provide cancellation instructions
- Customer retention flow
If you choose not to enable either of these options, your customers will be able to immediately cancel their subscriptions—provided you've enabled this permission within the customer portal settings.
Read more about the functionality and setup of each cancellation option below.
Provide cancellation instructions
This option will allow you to display a message when your customers attempt to cancel their subscription. This is a good option if you would like to have your customers email or call you before cancelling.
Customer view in the customer portal
Cancellation Instructions Setup
To provide cancellation instructions, please follow the steps below.
- From within Bold Subscriptions, select Settings, then Cancellation management.
- Select Provide cancellation instructions.
- Enter your desired text in the editor.
- Select Save.
Customer retention flow
This feature provides a list of cancellation reasons that your customer must choose from when cancelling their subscription. This is ideal if you want to allow your customer the flexibility to cancel, and gain insight to their reasons why.
By default, the following reasons are included in the settings:
- I have too much of the product.
- Cost is too high.
- No longer interested.
- Will resubscribe in the future.
- Other. This will bring up a text field for your customers to submit their own feedback.
You edit or add to this list, or create your own list of custom reasons.
Customer view in the Customer Portal
To view your customer's cancellation reasons, you can create a Cancelled subscriptions report. For more information, please visit Dashboard Analytics, Reports & Activity Logs in Subscriptions for Shopify Checkout.
Customer Retention Flow Setup
From within Bold Subscriptions, navigate to Settings > Cancellation management.
- Select Customer retention flow.
- Optional: Delete, edit, or add a cancellation reason.
- To delete a reason, select the red X to the right of the reason.
- To edit a reason, select the pencil icon to the right of the reason, enter your text and select Update reason.
- To add a reason, select Add cancellation reason, enter your text and select Add reason.
- Optional: Add more reasons.
- Select Save.
Bold Subscriptions offers a few different options to help you manage situations when your customer's transactions fail. You can customize your dunning process to help reduce the number of subscription cancellations you receive due to failed transactions.
You can also send an email to your customer when their credit card is declined. This can be enabled in the Settings > Email notifications > Transaction Failed. When receiving this email, your customer will be guided to their customer portal to update their payment information.
If the card used to make the payment is successfully updated, the order will process at 12AM for your store's timezone. If the payment is unsuccessful, the app will attempt to recharge the credit card every 24 hours until the charge goes through, or until the order is cancelled.
To set up your dunning management process in Bold Subscriptions, please review the sections below.
Your customer's failed transactions can be found in the Failing payments report. You can download a CSV file of this report from the Bold Subscriptions Dashboard > Reports. For more information, please visit Dashboard Analytics, Reports & Activity Logs in Subscriptions for Shopify Checkout, and view Reports.
Step 1: Select a Max Number of Retries
With this feature, you are able to set how many times a subscription payment gets retried after the transaction has failed. You can select from 1 to 15 retries.
To adjust these settings, please follow the steps below.
- From within Bold Subscriptions, select Settings, then Dunning Management.
- Within the Manage failed payment flow, select the maximum number of retry attempts.
Step 2: Select What Happens when the Orders Fail
Once the maximum number of retries has been met, Bold Subscriptions will automatically cancel the subscription. You can adjust these settings so that the order is paused instead, and when your customer edits their payment information, the order will resume.
To adjust these settings in Bold Subscriptions, select one of the options under Once the subscription reaches the maximum number of failures.
- Cancel Subscription: This will 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.
Note: You will need 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.
Note: The order will resume after the customer has edited their credit card. Alternatively, you can resume the subscription in the admin.
- Skip Failed Order: Skipping an order on your store is beneficial to give your customer more time to adjust their credit card information.
Step 3: Set the Number of Days Between Retries
Bold Subscriptions allows you to set the time 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.
The number of days chosen is the number of days between retries. This doesn't include the order date.