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Dunning

https://admin.rebillia.com/main/settings/advanced/dunning-management

Use Rebillia’s configurable “Dunning Management” tool to contain subscription charge failures by helping conversion of failed subscription payments and/or cancellations of over-failing subscriptions.


What is Dunning?

“Dunning” is a 17th-century term stemming from the word “Dun”, which describes the process of communicating with customers in an effort to collect money owed for goods or services provided. This is the main component businesses configure and control with Rebillia to follow their practices for recovering failing subscriptions and/or cancelling subscriptions that have been failing to covert for too long.

In this section, you will control two main actions:

  1. Creating and applying dunning processes. As not all plans are to be treated the same way, more than one dunning process can be created to later be applied to different plans.
  2. Controlling expiration of subscriptions. Every dunning process will have an “internal counter” that can cancel a subscription if needed, and the whole dunning management tool has a “global counter” to control subscription statuses.

Creating a Dunning Procedure

The dunning management tool can be accessed under the “Advanced Settings” section (or by clicking on the link at the top of the page). At first, you will not have any dunning procedures configured on your account and will be asked to create your first procedure. The first procedure created will also serve as the global procedure for all subscriptions, until further procedures are created and their relationship to products is specified.

Configuring a Dunning Procedure

Here, you will build your procedure the way you want it. Each cycle will attempt to charge the previously failed subscription and apply appropriate actions per the result. If an invoice is successfully captured, it will be set as “Done” and will not continue to the next procedure cycle. When creating a new dunning procedure, an editor page will open which will allow you to control two factors:

  • The number of retry cycles and the delay, in days, between each cycle – At this point, you will be able to select the delay in days between the current cycle and the previous one (first cycle will take the “initial payment attempt fail” as the previous cycle), and add/remove as many cycles as you wish to have.
  • The action Rebillia should take when the procedure ends – After Rebillia exhausts the last cycle of dunning, and if the subscription still fails collection, you will be able to set what action you want Rebillia to take on the subscription from the following list:
    • Expire Subscription – This will immediately cancel the customer’s subscription and cancel any associated invoice/order.
    • Skip current subscription charge and cancel associated invoice/order – This will keep the subscription active, and skip the currently failing subscription charge.
    • Retry until payment is done – This will keep running the last cycle of the dunning procedure until the payment is successfully collected.
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