Getting Started

Building Blocks

Custom Fields

Subscription Features

Localization

Invoices

Credits

Billing Features

Taxes

Payment Methods

Direct Debit Payments

Configuring Gateways

Fraud Management

Hosted Pages

Notifications

Reports and Analytics

Migration

Open Source Resources

Other Features

API Integration

Third Party Integrations

Dunning v2 

Dunning is the process of retrying payment attempts when the transaction gets declined due to insufficient funds, expired cards or connectivity issues.

With Chargebee's Dunning feature, you can send email reminders to your customers asking them to update payment details and schedule payment retries at intervals to ensure revenue can be recovered.

Prerequisites 

  • You should have Email Notifications v2 enabled for your Chargebee Site
  • Once Email v2 is enabled, navigate to Settings > Configure Chargebee > Dunning for online payments/Dunning for offline payments, and enable ‘New Dunning' for your Chargebee Site
Note

Updating to the new version of dunning will not affect your existing settings; the existing settings will be seamlessly carried over.

Dunning for Online Payments 

Dunning for Online Payments is when Auto-collection is turned ON for a subscription and the initial attempt to collect the payment fails, Chargebee will retry to collect the payment and send emails to your customer informing them about the failed payment.

Based on your customer's payment method, you can setup:

  1. Dunning for Cards, e-Wallet Payments
  2. Dunning for Direct Debit Payments

Dunning for Cards, e-wallet payments

These settings are applicable for your customers, who use payment methods, such as Cards, PayPal, Adyen, and e-wallet payments like Amazon Pay, Apple Pay, etc,.

Log in to your Chargebee site and navigate to Settings > Configure Chargebee > Dunning for Online Payments > Dunning for cards, e-wallet payments

  • Start dunning when payment fails: Enabling this feature will allow you to configure multiple retries for a payment which didn't go through initially
  • Dunning Period: Dunning period is when Chargebee will attempt to recollect payment for the invoice and send email notifications to your customers. After the dunning period is over, the final action will be carried out.
  • Choose Automatic Retry Rule: These rules decide how frequently Chargebee should retry to collect the payment from your customers. Here are the options to choose from:
  • Basic [upto 5 retries]:
    Based on the dunning period provided, Chargebee will automatically determine the retry frequency. The retry frequency, however, cannot be altered manually. Chargebee will carry out a maximum of 5 retries to collect the payment within the dunning period.
    If Dunning period is less than 5 days, Chargebee will try and collect the payment once a day, and will end up retrying less that 5 times.
    If the dunning period is more than 5 days, Chargebee will adjust and distribute the retries accordingly.

  • Manual [upto5 or 12, based on pricing plan]:
    You can set up the frequency of retries to collect the payment, in days.

  • Smart[upto 12retries]:
    Chargebee will retry upto 12 times to collect the payment. The retry frequency is determined by Chargebee based on the logic derived from the analysis of past transaction data.
    Along with this, if you want to set specific days/dates to retry and collect the payment from your customer, contact support@chargebee.com .

  • When dunning period ends, what happens to subscriptions?: If the invoice is still unpaid when the Dunning Period expires, you can define the final action taken on the subscription. You can choose to let the subscription remain active or cancel the subscription at once.

  • When dunning period ends, what happens to invoices?: If the invoice remains unpaid at the end of the dunning period, this option lets to choose how the invoice should be handled.
    You can: Mark the invoice as Unpaid, Void Invoice, Write-off the invoice, Reverse the invoice.

  • Apply dunning setting whenever 'Future' and 'Trial' subscriptions become active: If the payment fails for a subscription on the day it moves to ACTIVE state from trial state or future state, Chargebee will put the invoice of such subscriptions through dunning.

  • Enable dunning for one-time invoices: Enabling this option will start dunning for one-time invoices as well.

Disable Payment Retries 

If you don't want dunning after the initial payment failure, navigate to Settings > Configure Chargebee > Dunning for online payments > Start dunning when payment fails and disable the option.

Dunning for Direct Debit Payments 

This setting is for your customers who use SEPA (via GoCardless), ACH (via Stripe or Authorize.Net) to make payments.

  • Chargebee will attempt a maximum of 2 retries to collect payments in this case.
  • The automatic retries, however, are not manually configurable.
  • It usually takes 5-7 business days for the payment service provider (Stripe, GoCardless) to confirm the payment status to Chargebee.
  • When the payment service provider confirms that the payment is failed, Chargebee will initiate the next automatic retry to collect payment.
Note

When the status of the transaction is in_progress, Chargebee will not retry to collect the payment or send email notifications.

To setup dunning for direct debit payments, navigate to Settings > Configure Chargebee > Dunning for online payments > Dunning for Deferred Payments and here you will find the following options to configure dunning for deferred payments in your Chargebee site:

  • Start dunning when payment fails: Enabling this feature will allow you to configure multiple retries for a payment which didn't go through the first time

  • Dunning Period: Dunning period is the time period before the final action is carried out for an unpaid invoice. Chargebee will attempt to collect payment for the invoice during the dunning period and will send email notifications to your customers about the same.

  • What happens to subscription when dunning period ends?:This is the final action taken on the subscription if the invoice is still unpaid when the defined Dunning Period expires. You can choose to let the subscription remain active or cancel the subscription once.

  • What happens to invoices when dunning period ends?: If the invoice remains unpaid at the end of the dunning period, here you choose what the status of the invoice should be like after. You can: Mark the invoice as Unpaid, Void Invoice, Write-off the invoice, Reverse the invoice.

  • Apply dunning setting whenever 'Future' and 'Trial' subscriptions become active: If the payment fails for a subscription on the day it moves to ACTIVE state from trial state or future state, you can enable dunning for such subscriptions

  • Enable dunning for one-time invoices: You can decide whether unpaid one-time invoices should go through dunning

Dunning for Offline Payments 

Chargebee allows you to collect payments as cash, checks, bank transfers, at the desk, postal orders, or any other means besides online payment methods such as cards, PayPal, etc. Dunning for such offline payments can be setup using Dunning for Offline Payments.

Log in to your Chargebee site, and navigate to Settings > Configure Chargebee > Dunning for Offline Payments > Enable. Once enabled you'll find the options to setup:

  • Dunning Period: Dunning for offline dunning starts from the day the of invoice generation. Chargebee will send email notifications to your customers during the course of the dunning period.

  • When dunning period ends, what happens to subscriptions?: If the invoice is still unpaid at the end of the dunning period, you can choose to either cancel the subscription or retain it as active.

  • What happens to invoices when dunning period ends?: If the invoice remains unpaid at the end of the dunning period, here you choose what the status of the invoice should be like after. You can: Mark the invoice as Unpaid, Void Invoice, Write-off the invoice, Reverse the invoice.

  • Apply dunning setting whenever 'Future' and 'Trial' subscriptions become active: If the payment fails for a subscription on the day it moves to ACTIVE state from trial state or future state, you can enable dunning for such subscriptions

  • Enable dunning for one-time invoices: You can decide whether unpaid one-time invoices should go through dunning

Stop Dunning 

You can stop an invoice from going through Dunning in Chargebee. The option to stop dunning is available in the invoice details page.

When you select Stop Dunning option, you can select from the following options:

Stop Dunning upto a Specific Date

If you stop dunning till a specific date, Chargebee will try and collect payment on the expected payment date.

There are two scenarios to consider when setting an expected payment date:

  • Expected payment date falls within the dunning period: Chargebee will put retry attempts and emails on hold until the expected payment date. On the expected payment date, Chargebee will attempt to collect the payment. If the payment doesn't go through, Chargebee will continue dunning with the remaining retries and email notifications.

  • Expected payment date falls after the dunning period: Chargebee will put dunning retries and email notifications on hold until the expected payment date. On the expected payment date Chargebee will attempt to collect the payment for one last time. If the payment doesn't go through, Chargebee will execute the final action set for the subscription (cancel or retain as active).

Stop Dunning Forever

If you choose to stop dunning forever, all dunning actions will be halted and you cannot restart dunning for the invoice again. The invoice will be marked as Not Paid.

When you stop dunning forever, you can capture an Expected Payment Date and this information will be saved for further reference.

Note

Stop Dunning does not affect the dunning period. Email notifications sent to the customer will be halted.

Dunning Email Notifications 

You can setup multiple emails to be sent to your customer when the invoice is in dunning. To configure email notifications, log in to your Chargebee site and navigate to Settings > Configure Chargebee > Email Notifications > Dunning for Online Payments/Dunning for Offline Payments

Here, you can configure email reminders for recurring and one-time invoices, as well as online and offline payments.
Each email configured can have it's own subject and content.
Chargebee will continue to send dunning reminder emails to your customers until the invoice is paid or until the dunning period expires.

Email reminders for Direct Debit payment retries will follow the same schedule as that of online dunning reminders.
However, Chargebee will not send email reminders for Direct debit payment transactions that are in-progress. Scheduled emails will be sent if the transaction fails.

Multiple emails reminders can be set up in several intervals and the intervals need not align with the dunning retries i.e., emails can be sent during, before and after dunning retries. This also means that the number of email reminder can exceed the number of dunning retries.
The reminder emails will be sent within in the dunning period.

Note

You will not able to switch to Email Notifications v1 when Dunning Email Notifications are enabled.

Was this article helpful?
Loading…