What happens when dunning retries expire?

Modified on: Wed, 11 Mar, 2020 at 12:35 PM

This article covers 

Manual Payment Retry?

How can I collect payment when automatic/dunning retries expire?

How can I Request Payment from my customer when payment collection fails?


Summary


Chargebee support 2 versions of Dunning

  • Dunning V1 - where there 3 additional retires after the initial payment attempt.

  • Dunning V2 - Supports 2 Dunning Modes 

    • Custom- where there 3 additional retires after the initial payment attempt.

    • Smart dunning - where there 12 additional retires after the initial payment attempt.


In addition, we also support Offline Dunning for customers who pay offline (outside of Chargebee)


When the number of retries is exhausted (payment was not collected) you can configure your dunning to set the invoice status “Not Paid” or “Payment Due State”, to allow payments to be collected later. Other statuses like “Void” or Write Off” will not allow payments to be collected.


Points to Note:

  • The customer will need to have a Payment Method on file. 

  • This will not affect the auto collection status on the customer.

  • If the payment failure is a declined from the customer’s bank, they will need to update a different payment method.

  • If successful the invoice will move to a paid status 

  • if the payment fails invoice will retain the status, the customer will receive a Payment Failed Email Notification


You can then go the invoice details page and hit the “Collect Now” button to process the payment.


Solution

  1. Open the invoice details page
  2. Click the 3 dots to the top right corner
    1. If you are on the Classic UI you will see the Collect Now button at the Right-hand side of the page
  3. Select “Collect Now” (will be available only when a payment method is present)
    1. Adjust payment collection amount if needed (Invoice will still be a payment due if the whole amount is not collected)
  4. Click Proceed » Confirm to process the charge.




Getting Customers to update their payment details.


To get your customer update their payment details you can use one of the below options

  • Click the Request Payment option. This will give the customer the option to see outstanding invoices and pay for them while updating their payment details.

  • You can also use the Request Payment Method details, where your customer can only update their payment details. Which you can then collect manually.



This option triggers an email to your customer asking them to make payments for their unpaid invoices with a URL link.

You can also configure Chargebee to automatically send an email when your customer’s payment details are about to expire. To send automated emails on card expiry to customers Go to, Settings > Configure Chargebee > Email Notifications > Invalid Payment method.


Related articles and Documentation

When does dunning take place?

How to enable dunning in subscriptions?



K
Kirthiga is the author of this solution article.

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