Account & Billing
Can I switch between pricing plans? (on Subbly)
Setting up Stripe
Setting up PayPal (through Braintree)
How do I enable Apple Pay & Google Pay?
Setting up a specific billing time
How to connect a domain to your website?
Checkout Only mode
How do I set the currency for my store?
Country of trade setting
Enabling taxes and using tax calculator
How do I export taxes on Subbly?
Can I grant access to more users to my account? (Teams app)
Can I manage the email notifications I receive?
How do I put my Subbly store and website offline?
How do I cancel my trial?
How do I cancel my account?
Checkout & Payments
Setting up the checkouts and customer portal on custom domain
How can I test the checkout and customer login area?
Setting up your branding
How do I remove Subbly branding from the checkout?
How to translate the checkout and the customer portal?
How do I add Terms & Conditions to the checkout?
Do my customers need to register to make a purchase?
Checkout & cart widget behavior
Setting up cart widget
Which parameters are being passed to the checkout on Subbly?
How to enable 3DS confirmation step at checkout?
Setting up multicurrency
How to change the position of the currency symbol at the checkout?
Why are my checkouts not working?
Updating cart widget based on webpage actions
Logo maker app
Designer Tools: Overview
Designer Tools: Layout
Designer Tools: Typography
Designer Tools: UI Kit
Getting started with Dashboard and Apps
Site Settings App
Blank space element
Language Switcher Element
Image Slider element
Button/Product Button element
Sharing Buttons element
Custom HTML element
Region Switcher element
Articles and Article Categories element
Follow Us element
How to change the title for your website?
How to add a cookie consent banner to your Subbly site?
How to create a banner on the website builder?
How to submit your website to Google, Yandex, Bing or Yahoo?
How to embed Instagram feed to my website?
How to create anchor points on your website?
How to set up event tracking codes on your website?
Adding chatbot to your Subbly site
Adding visual effects to your website
Building a page from scratch with Subbly
How to add images and videos to your website?
Configuring SSL for your website
Desktop vs. Mobile versions of a website
Positioning of elements
Why my domain was labeled as HREFLANG?
How to add Trust Pilot reviews to your website?
How to build your own product layout?
Setting up Headers and Footers across pages
Managing visibility settings of Elements and Blocks
How to create a Blog?
How do customers leave a review for my products?
Getting Started with the Website Builder
Basics of the Edit Mode
How to publish the latest changes on your website?
Previewing your Subbly website
Adding and creating Blocks on your website
How to localize your website (create a multilingual website)?
Why do the products go to 404 page?
Create your own categories page on your Subbly website
Product builder wizard
What are subscriptions?
How to create a subscription product?
Understanding cut-off dates
Implications of using Anchored + Incoherent
How to set up non-renewable plans (a.k.a one time subscription products)?
How to set sequential subscriptions in Subbly?
How does the pre-order setting work?
How to set up pre-paid subscriptions?
Setting up commitment period for your products
Setting up trial period for subscription products
How to set up shipping methods for my store?
How gifting works?
How to use gift vouchers?
How to create one-time products?
Using one time products as bundles
How do I edit my product price and billing settings?
Can I set my subscriptions to auto-cancel themselves?
How to unpublish a product?
Setting up funnels
Surveys: Collecting Customer Data & Allowing Customizing of Subscription Price
Setting up surveys
How surveys appear at the checkout (multi-step vs single-step layout)
How do I change the order of my questions/steps and answers on the survey?
Deleting questions, answers or replacing surveys
Survey builder recipes (use cases)
How customers manage their subscription? (Customer portal)
Can I add customer's subscriptions manually?
Customer's Labels Explanation
How to switch the subscription product customer is subscribed to?
How to change renewal date for a customer?
How can I see my customers' preferences?
How to change the shipping address for a customer?
How customers change their password?
Can customers add products to their subscription?
How to process a refund for the customer?
How to reactivate customer's subscription
How does skipping/pausing work?
Handling customer email notifications through Subbly (Templated emails)
Account credit balance
How do I export my customer data from Subbly?
Why my customer wasn't charged?
How to cancel customer's subscription?
Timeline events FAQs
Order Labels Explained
How to filter orders?
Can I create a test order?
How to create adhoc orders/charges?
How to add a tracking number for customer's order?
Why am I not seeing my orders?
Why my orders don't appear in my Shipstation admin?
Growth & Retention
How dunning tool works on Subbly?
Cancellation Offers (Cancellation Flow)
Payment Failure Email
Upcoming Renewal Email
Automations recipes (use cases)
Handling out of stock
Using cart abandonment tool
Setting up the referral tool on Subbly
How to setup affiliate tracking through Subbly?
Adding conversion tracking to the checkouts
How to use the Addons Upsell feature?
Integrations & App Store
Setting up Chartmogul
How to use other shipping services with Subbly?
Setting up Facebook CAPI & Pixel
Setting up Google Tag Manager
Setting up Google Analytics
Setting up ManyChat integration
Setting up Taxjar
Setting up Facebook Login
Setting up Google Auth
Setting up Mailchimp integration
Setting up Drip
Setting up HotJar integration
Setting up Flodesk (through Zapier)
Setting up Zendesk integration
Setting up Pirate Ship integration
Setting up Shipstation integration
How does the ShipStation integration work?
Setting up Bablic
Setting up Zapier
Setting up Klaviyo
Setting up Twilio integration
Setting up Intercom integration
How to edit checkout layout through Google Optimize?
Embed Subbly into external platform(s)
FAQ about Subbly
What countries is Subbly available in?
How do I get help? (How to contact support)
What payment gateways are supported on Subbly?
Stripe vs. Paypal: Which one to use?
How much traffic can the Subbly servers handle?
Pricing plans, pricing structure and applicable transaction fees on Subbly
How and when do we charge VAT?
Does Subbly offer refunds?
Can I use Subbly for POS sales?
How can I migrate my customers from Stripe?
How can I migrate my customers from PayPal?
Does Subbly integrate with any accounting platform?
How to transfer domain between sites on Subbly?
Can customers download files from my Subbly site?
Why doesn't Subbly have a marketplace?
Why my checkout redirects to a different product?
What shipping integrations do you provide?
When do I get paid?
How to use tags?
How can I access my previous receipts/invoices?
How can I send emails to my customers?
Working with Subbly Experts
How to fix 'there is an update' error on your website?
How to use Subbly as a paywall?
- Subbly Help Center
- Growth & Retention
- Customer retention
- How dunning tool works on Subbly?
How dunning tool works on Subbly?
Having monthly recurring payments is brilliant, but what happens if your customer's renewal charges start failing all of a sudden? This is where Subbly's dunning tool kicks in. Read along to find out more...
Curious on some tips how to best utilize and setup the churn suite on Subbly? Check the video below touching on setting up the dunning tool and cancellation tool as well.
What is dunning?
First of all, let's try to define dunning for those who are not yet sure what this is. When referencing eCommerce, any activity that makes persistent demands on collecting failed payment from someone for a regular renewal is considered dunning.
In other words, if you have a customer whose subscription is scheduled to be renewed on the 1st of the month, and if the renewal fails due to insufficient funds on customer's card for example, dunning tool kicks in and will continue to retry the charge every X days from that moment until it finally collects the payment.
How to set up dunning tool?
Easy! The only thing that you need to do is go here and set the renewal re-attempts settings. We provide a default sequence but you can customize it completely:
In the setup presented above, if the payment initially fails on the 1st of the month (as per our earlier example), the following sequence will apply:
- First renewal re-attempt will happen 1 day after (on the 2nd of the month)
- Second renewal re-attempt will happen 3 days after the 1st one (on the 5th of the month)
- Third renewal re-attempt will take place 3 days after the 2nd one (on the 8th of the month)
- Fourth renewal re-attempt will happen 9 days after the 3rd one (on the 17th of the month)
- Finally, Fifth renewal re-attempt will be done 10 days after the 4th one (on the 27th of the month)
So, as you can see, Subbly's dunning tool can run up to 5 consecutive retries to collect the payment from the customer, but you are able to change dynamics, i.e., days between each retry, by selecting different time frames by inputting the number of days or by changing it through the arrow buttons:
Maybe you feel more comfortable with and addresses better your needs a 1-1-3-3-3 or 1-2-3-5-8 days sequence.
If the payment fails on the last re-attempt, your customer's subscription will no longer be considered active and it will move into Cancelled due to involuntary churn state, unless setup otherwise. For different ways to manipulate what will happen with the customer's subscription if his/her payment fails too many times, please refer to the section below.
What happens if payment is still failing after the dunning sequence?
We have a feature that allows you to setup if you would want your customer's subscriptions to get canceled after too many failed attempts. You can find the toggle that will control whether the customer's subscription will get cancelled or not after the dunning tool sequence was through but didn't charge the customer here. Please refer to the following image.
- If this toggle is active, customer's subscription will be cancelled after the unsuccessful dunning sequence.
- If this toggle is disabled (inactive), customer's pending invoice will be voided and the customer's subscription will be simply pushed back to the next renewal date as per the product setup (customer won't end up being cancelled due to involuntary churn).
What does Carry Order to the Next Period toggle do?
This one is associated only with the products that are setup in line with anchored type of subscription product setup. One important consideration when it comes to the anchored setup is existence of cut off dates. This toggle in particular handles the situations where the dunning tool finalized the payment for the customer but the payment came through after the cut off date for this month's order.
Rebilling: 1st of the month
Cut off: 10th of the month
Shipping: 15th of the month
What happens if dunning tool retries and finalizes the payment on the 12th of the month (after the cut off date in this instance)? You are able to decide whether you'd want this order to still be eligible for this month's shipment, or you can also opt to carry the order to the next period by enabling the toggle.
- If the toggle is active, the order will be carried over to the next period. In an example above, if the customer was charged on the 12th of the month (after the cut off date) his/her order will be created only for the next month (and the renewal date will be pushed back accordingly).
- If the toggle is inactive, the order will be created for the current month (regardless of the fact that the payment went through after the cut off for the current month).
How can I reactivate cancelled subscriptions?
It's preferred that you actually reach out or find a way to automate communication with the customers (one solution would be through our automations feature), to try to get them change the invalid CC or load funds to it to try to revert the cancelled/lost customer.
If you happen to do this and if you're confident that the customer is now ready to proceed with the subscription, you will be able to manually reactivate customer's subscription.
In order to reactivate the customer whose subscription was cancelled by the dunning tool, you will need to navigate to customer's profile from the Customers tab (for easily finding the customer you can use the filter that will enable you keep track of all the customers cancelled due to involuntary churn).
Feel free to choose the new start/renewal date for the customer's subscription and save. This will revert your customer back to active one.