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:
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
Therenewal-failed template uses the subscription.retry_count variable to escalate urgency:
Dunning final notice
Thedunning-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
Thebrand.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.
Related
- Subscription Emails — All subscription email templates
- Emails & Dunning settings — Subscription settings reference
- Template Variables — Variable reference