> ## 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.

# Dunning

> Configure payment retry schedules, dunning emails, and callcenter escalation for failed subscription payments.

## 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:

| Attempt | Timing        | Email Sent                            |
| ------- | ------------- | ------------------------------------- |
| 1       | Immediately   | Renewal Failed (yellow — gentle)      |
| 2       | 2 days later  | Renewal Failed (yellow)               |
| 3       | 3 days later  | Renewal Failed (orange — more urgent) |
| 4       | 5 days later  | Renewal Failed (orange)               |
| 5       | 7 days later  | Renewal Failed (red — final warning)  |
| Final   | 10 days later | Dunning Final Notice                  |

After the final notice, if payment is still unsuccessful, the subscription is automatically canceled and the [Subscription Canceled](/emails/subscription-emails#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:

```html theme={null}
@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.

## Related

* [Subscription Emails](/emails/subscription-emails) — All subscription email templates
* [Emails & Dunning settings](/subscriptions/emails-and-dunning) — Subscription settings reference
* [Template Variables](/emails/template-variables) — Variable reference