Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.elasticfunnels.io/llms.txt

Use this file to discover all available pages before exploring further.

​
What is dunning?

Dunning is the process of retrying failed subscription payments and communicating with customers about payment issues. ElasticFunnels automates this with configurable retry schedules and escalating email notifications.

​
Retry schedule

When a subscription payment fails, ElasticFunnels automatically retries based on your configured schedule. The default schedule is:
AttemptTimingEmail Sent
1ImmediatelyRenewal Failed (yellow — gentle)
22 days laterRenewal Failed (yellow)
33 days laterRenewal Failed (orange — more urgent)
45 days laterRenewal Failed (orange)
57 days laterRenewal Failed (red — final warning)
Final10 days laterDunning Final Notice
After the final notice, if payment is still unsuccessful, the subscription is automatically canceled and the Subscription Canceled email is sent.

​
Configuring the retry schedule

The retry schedule is configured in Brand Settings > Subscriptions. You can adjust:
  • Number of retries — How many times to retry before canceling
  • Retry intervals — Days between each retry attempt
  • Final grace period — Days after the last retry before cancellation

​
Escalating email urgency

The renewal-failed template uses the subscription.retry_count variable to escalate urgency: 
@if(subscription.retry_count)
  @if(subscription.retry_count gte 5)
    <!-- Red: Final warning -->
    <p>Your subscription will be canceled unless you update your payment.</p>
  @elseif(subscription.retry_count gte 3)
    <!-- Orange: Getting serious -->
    <p>We've tried multiple times. Please update your card.</p>
  @else
    <!-- Yellow: First notice -->
    <p>We had trouble processing your payment. We'll try again soon.</p>
  @endif
@endif

​
Dunning final notice

The dunning-final template is sent as a last resort before cancellation. It features:
  • A red “Final Notice” banner
  • Bold “Pending Cancellation” status
  • Support contact information (phone and email from Brand Settings)
  • An “Update Payment Method” CTA

​
Callcenter escalation

If you have the Callcenter module enabled, failed payments can be escalated to your support team automatically. When a payment fails beyond a configurable threshold, a task is created in the callcenter queue for an agent to call the customer. Configure escalation in Brand Settings > Subscriptions > Callcenter Escalation.

​
Support contact in emails

The brand.support_phone and brand.support_email variables (from Brand Settings > General) are shown in dunning emails to give customers a way to resolve payment issues. Make sure these are configured before enabling dunning.