Cancellation & Dunning Management

Bold Subscriptions V2 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.

 Alert

This article is for the cancellation of your customers (subscribers). If you are looking to uninstall one of our applications, please visit Uninstall an App from Your Store.

 Caution

Please note that this article only relates to Version 2 of Bold Subscriptions. If you have Version 1 installed on your store, then please visit Cancellation Management and Dunning Management for Bold Subscriptions V1. If you are unsure which version that you currently have installed on your store, please visit Identify Your Version of Bold Subscriptions.

 


 

Within the Customer Portal in Bold Subscriptions V2, you are able to offer your customers two different ways for managing how they cancel their subscriptions. You can provide cancellation instructions, or set up a customer retention flow.

To select your cancellation settings within the app, go to Settings > Cancellation Management. 

 


 

Provide cancellation instructions

Customers will only be able to cancel their subscriptions by contacting your store directly based on the information that you provide in the cancellation instructions box. This information will be displayed to your customer if they select Cancel from within the Customer Portal.

 Example

Cancellation instructions

 

Setup

For steps on setting up the cancellation instructions, cancellation management type in Bold Subscriptions, please follow the steps below.

  1. From the Shopify admin, select Apps.
  2. Select Bold Subscriptions
  3. Select Settings, then Cancellation Management.
  4. Select Provide cancellation instructions.

    Note: This will bring up an area that will allow you to add a list, or paragraph of instructions for how your customers will cancel their order.

  5. Add the desired text.
  6. Select Save.

 


 

Customer retention flow

This feature will provide a list of cancellation reasons that a customer must choose from when cancelling their subscription from within the Customer Portal. This is ideal if you want to allow your customer the flexibility to cancel and gain insight to their reasons why. 

Common reasons to cancel a subscription could be:

  • Don't need a refill on the product.
  • Will resubscribe in the future.
  • Cost is too high.
  • No longer interested.

You can also select Other to be displayed as a reason. This will bring up a text field for your customers to submit their own feedback. 

 Example

Cancellation reasons

 Pro-Tip

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 Bold Subscriptions V2.

 

Setup

  1. From the Shopify admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Settings, then Cancellation Management.
  4. Select Customer retention flow.
  5. Select Add cancellation reason.
  6. Add the text for a Cancellation reason. For example, "I have too much of this product".
  7. Select Add reason.
  8. Add more reasons (optional).
  9. Select Save.

 


 

Bold Subscriptions V2 offers a few different options to help manage situations on your store 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.

When a customer's credit card is declined, you can opt to send an email to notify them. This can be enabled in the Settings > Email notifications > Transaction Failed. When receiving this email, your customer will be guided to the 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 stores specific time zone. If the payment is unsuccessful, the app will attempt to re-charge the credit card every 24 hours until the charge goes through, or the order is cancelled.

To select your dunning management settings in Subscriptions, please review the sections below.

 Pro-Tip

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 V2 Dashboard > Reports. For more information, please visit Dashboard Analytics, Reports & Activity Logs in Bold Subscriptions V2, 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.

  1. From the Shopify admin, select Apps.
  2. Select Bold Subscriptions.
  3. Select Settings, then Dunning Management.
  4. 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 hit, 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.

Manage_failed_payment_flow.png

  • 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 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.

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

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