Dunning Playbook

Complete guide to recovering failed payments and reducing involuntary churn.

Why Dunning Matters

Failed payments cause 30-50% of all subscription churn
Most failed payments are recoverable with the right strategy
Subscription businesses lose an estimated $129 billion annually to involuntary churn
Effective dunning recovers 50-60% of failed payments

The Dunning Timeline

Day -30 to -7: Pre-dunning (prevent failures)
Day 0:         Payment fails → Smart retry #1 + Email #1
Day 1-3:       Smart retry #2 + Email #2
Day 3-5:       Smart retry #3
Day 5-7:       Smart retry #4 + Email #3
Day 7-10:      Final retry + Email #4 (final warning)
Day 10-14:     Grace period ends → Account paused/cancelled
Day 14+:       Win-back sequence begins

Pre-Dunning: Prevent Failures Before They Happen

Card Expiry Management

Timing	Action
30 days before expiry	Email: “Your card ending in 4242 expires next month”
15 days before expiry	Email: “Update your payment method to avoid interruption”
7 days before expiry	Email: “Your card expires in 7 days — update now”
3 days before expiry	In-app banner: “Payment method expiring soon”

Email template — Card expiring:

Subject: Your card ending in 4242 expires soon

Hi [Name],

The card on file for your [Product] subscription expires on [date].

Update your payment method now to avoid any interruption:

[Update Payment Method →]

This takes less than 30 seconds.

— [Product] Team

Card Updater Services

Major card networks offer automatic card update programs:

Service	Network	What It Does
Visa Account Updater (VAU)	Visa	Auto-updates stored card numbers and expiry dates
Mastercard Automatic Billing Updater (ABU)	Mastercard	Same for Mastercard
Amex Cardrefresher	American Express	Same for Amex

Impact: Reduces hard declines from expired/replaced cards by 30-50%.

How to enable:

Stripe: Automatic — enabled by default
Chargebee: Enabled through gateway settings
Recurly: Built-in, enabled by default
Braintree: Contact processor to enable

Backup Payment Methods

Prompt for a second payment method:

During signup: “Add a backup payment method” (low conversion)
After first successful payment: “Protect your account with a backup card” (better timing)
After a failed payment is recovered: “Add a backup to prevent future interruptions” (best timing — they felt the pain)

Pre-Billing Notifications

For annual plans or high-value subscriptions:

Email 7 days before renewal with amount and date
Include link to update payment method
Show what’s included in the renewal
Required by some regulations for auto-renewals

Smart Retry Strategy

Decline Type Classification

Code	Type	Meaning	Retry?
`insufficient_funds`	Soft	Temporarily low balance	Yes — retry in 2-3 days
`card_declined` (generic)	Soft	Various temporary reasons	Yes — retry 3-4 times
`processing_error`	Soft	Gateway/network issue	Yes — retry within 24h
`expired_card`	Hard	Card is expired	No — request new card
`stolen_card`	Hard	Card reported stolen	No — request new card
`do_not_honor`	Soft/Hard	Bank refused (ambiguous)	Try once more, then ask for new card
`authentication_required`	Auth	SCA/3DS needed	Send customer to authenticate

Retry Schedule by Provider

Stripe (Smart Retries — recommended):

Enable “Smart Retries” in Stripe Dashboard → Billing → Settings
Stripe’s ML model picks optimal retry timing based on billions of transactions
Typically 4-8 retry attempts over 3-4 weeks
Recovers ~15% more than fixed-schedule retries

Manual retry schedule (if no smart retries):

Retry	Timing	Best Day/Time
1	Day 1 (24h after failure)	Morning, same day of week as original
2	Day 3	Try a different time of day
3	Day 5	After typical payday (1st, 15th)
4	Day 7	Morning of the next business day
5 (final)	Day 10	Last attempt before grace period ends

Retry timing insights:

Retry on the same day of month the original payment succeeded
Retry after common paydays (1st and 15th of the month)
Avoid retrying on weekends (lower approval rates)
Morning retries (8-10am local time) perform slightly better

Dunning Email Sequence

Email 1: Payment Failed (Day 0)

Tone: Friendly, matter-of-fact. No alarm.

Subject: Action needed — your payment didn't go through

Hi [Name],

We tried to charge your [card type] ending in [last 4] for your
[Product] subscription ($[amount]), but it didn't go through.

This happens sometimes — usually a quick card update fixes it.

[Update Payment Method →]

Your access isn't affected yet. We'll retry automatically, but
updating your card is the fastest fix.

Need help? Just reply to this email.

— [Product] Team

Email 2: Reminder (Day 3)

Tone: Helpful, slightly more urgent.

Subject: Quick reminder — update your payment for [Product]

Hi [Name],

Just a heads-up — we still haven't been able to process your
$[amount] payment for [Product].

[Update Payment Method →]

Takes less than 30 seconds. Your [data/projects/team access]
is safe, but we'll need a valid payment method to keep your
account active.

Questions? Reply here and we'll help.

— [Product] Team

Email 3: Urgency (Day 7)

Tone: Direct, clear consequences.

Subject: Your [Product] account will be paused in 3 days

Hi [Name],

We've tried to process your payment several times, but your
[card type] ending in [last 4] keeps getting declined.

If we don't receive payment by [date], your account will be
paused and you'll lose access to:

• [Key feature/data they use]
• [Their projects/workspace]
• [Team access for X members]

[Update Payment Method Now →]

Your data won't be deleted — you can reactivate anytime by
updating your payment method.

— [Product] Team

Email 4: Final Warning (Day 10)

Tone: Final, clear, no guilt.

Subject: Last chance to keep your [Product] account active

Hi [Name],

This is our last reminder. Your payment of $[amount] is past
due, and your account will be paused tomorrow ([date]).

[Update Payment Method →]

After pausing:
• Your data is saved for [90 days]
• You can reactivate anytime
• Just update your card to restore access

If you intended to cancel, no action needed — your account
will be paused automatically.

— [Product] Team

Grace Period Management

What Happens During Grace Period

Setting	Recommendation
Duration	7-14 days after final retry
Access	Degraded (read-only) or full access
Visibility	In-app banner: “Payment past due — update to continue”
Retry	Continue background retries during grace
Communication	Dunning emails continue

Access Degradation Options

Option A: Full access during grace (recommended for B2B)

Lower friction, customer feels respected
Higher recovery rate (they still see value)
Risk: some customers exploit the grace period

Option B: Read-only access (recommended for B2C)

Can view but not create/edit
Creates urgency without data loss fear
Clear message: “Update payment to resume full access”

Option C: Immediate lockout (not recommended)

Aggressive, damages relationship
Lower recovery rate
Only appropriate for very low-cost plans

Post-Grace Period

Timing	Action
Grace period ends	Pause account (not delete)
Day 1 post-pause	“Your account has been paused” email
Day 7 post-pause	“Your data is still here” reminder
Day 30 post-pause	Win-back attempt with new offer
Day 60 post-pause	Final win-back
Day 90 post-pause	Data deletion warning (if applicable)

Provider-Specific Setup

Stripe

Enable Smart Retries:

Dashboard → Settings → Billing → Subscriptions and emails
Enable “Smart Retries” under retry rules
Set failed payment emails in Dashboard → Settings → Emails

Custom retry rules (if not using Smart Retries):

Retry 1: 3 days after failure
Retry 2: 5 days after failure
Retry 3: 7 days after failure
Final:   Mark subscription as unpaid after last retry

Webhook events to handle:

invoice.payment_failed — trigger dunning
invoice.paid — cancel dunning, restore access
customer.subscription.updated — status changes
customer.subscription.deleted — final cancellation

Chargebee

Built-in dunning:

Settings → Configure Chargebee → Retry Settings
Configure retry attempts and intervals
Settings → Configure Chargebee → Email Notifications → Dunning

Dunning options:

Automatic retries with configurable schedule
Built-in dunning emails (customizable templates)
Grace period configuration per plan

Paddle

Managed dunning:

Paddle handles retries and dunning automatically
Limited customization (Paddle manages the relationship)
Webhook: subscription.payment_failed, subscription.cancelled
Best for hands-off approach

Recurly

Revenue Recovery:

Configuration → Dunning Management
Set retry schedule per plan
Configure grace period and final action (pause vs cancel)

Advanced features:

Machine-learning retry optimization
Per-plan dunning schedules
Built-in Account Updater

In-App Dunning

Don’t rely on email alone. Show payment failures in the app:

┌──────────────────────────────────────────────────────┐
│ ⚠ Your payment of $29 failed. Update your card to    │
│ avoid losing access. [Update Payment →]  [Dismiss]   │
└──────────────────────────────────────────────────────┘

Rules:

Show on every page load during dunning period
Allow dismiss (but show again next session)
Direct link to payment update (fewest clicks possible)
Don’t block the product — let them continue using it

┌─────────────────────────────────────┐
│                                     │
│  Your account will be paused        │
│  on [date]                          │
│                                     │
│  Update your payment method to      │
│  keep access to your [X] projects   │
│  and [Y] team members.              │
│                                     │
│  [Update Payment Method]            │
│  [Remind Me Later]                  │
│                                     │
└─────────────────────────────────────┘

Measuring Dunning Performance

Key Metrics

Metric	How to Calculate	Target
Recovery rate	Recovered payments / Total failed	50-60%
Recovery rate by decline type	Recovered / Failed per type	Soft: 70%+, Hard: 40%+
Time to recovery	Days from failure to successful payment	<5 days
Pre-dunning prevention rate	Prevented failures / Expected failures	20-30%
Dunning email open rate	Opens / Sent per email	60%+
Dunning email click rate	Clicks / Opens per email	30%+
Revenue recovered (monthly)	Sum of recovered payment amounts	Track trend
Revenue lost to involuntary churn	Sum of failed + unrecovered amounts	Track trend

Benchmarking

By company stage:

Stage	Typical Involuntary Churn	Target After Optimization
Early (< $1M ARR)	3-5% of MRR/month	1-2%
Growth ($1-10M ARR)	2-4% of MRR/month	0.5-1.5%
Scale ($10M+ ARR)	1-3% of MRR/month	0.3-0.8%

ROI Calculation

Monthly failed payment MRR:        $10,000
Current recovery rate:              30% ($3,000 recovered)
Target recovery rate:               60% ($6,000 recovered)
Monthly improvement:                $3,000/month
Annual improvement:                 $36,000/year
Cost of dunning optimization:       ~$200-500/month (tooling)
ROI:                                6-15x

Dunning Playbook

Dunning Playbook

Why Dunning Matters

The Dunning Timeline

Pre-Dunning: Prevent Failures Before They Happen

Card Expiry Management

Card Updater Services

Backup Payment Methods

Pre-Billing Notifications

Smart Retry Strategy

Decline Type Classification

Retry Schedule by Provider

Dunning Email Sequence

Email 1: Payment Failed (Day 0)

Email 2: Reminder (Day 3)

Email 3: Urgency (Day 7)

Email 4: Final Warning (Day 10)

Grace Period Management

What Happens During Grace Period

Access Degradation Options

Post-Grace Period

Provider-Specific Setup

Stripe

Chargebee

Paddle

Recurly

In-App Dunning

Banner Pattern

Modal Pattern (for final warning)

Measuring Dunning Performance

Key Metrics

Benchmarking

ROI Calculation