Collections Management: #3 Tackling Payment Failures

Sam refreshed the dashboard.

"Payment failed".

Same customer. Same subscription. This is happening for the third time. He sends a usual email: "Your renewal payment failed again. Could you please check and retry?"

A couple of days passed, and there was still no response. Sam calls the customer, "Hey, could you update your card details or retry the payment?"

"Oh, yes, yes.. I'll do it today. Just remind me later this evening", the customer responded casually. That "remind me later" became multiple reminders. By the time the payment finally went through, Sam had invested more time following up on one failed transaction than on handling five smooth customers.

At that moment, he realised something important. Failed payments are a niche issue, but following up on them is the real problem.

Dunning to Rescue 

Dunning management in Zoho Billing takes over the moment a payment fails and handles payment recovery automatically. All you need to do is configure the rule for it.

Standard Dunning 

The standard dunning process enables you to configure retries for both online and offline subscriptions.

For online payments, such as card, ACH, and UPI mandates, Zoho Billing automatically retries the payment at predefined intervals, for example, on Days 1, 3, and 7. Whether the payment attempt is successful or not, the customer is eventually notified. The subscription remains active during these retries until it reaches the last and final attempt. Businesses can configure whether the subscription should remain active or be cancelled after all retries are complete.

For offline payments, such as cash or bank transfers, dunning doesn't retry. Instead, Zoho Billing automatically sends follow-up reminders at increasing urgency. Every delayed payment receives a structured and consistent notification sequence. Even for offline dunning, businesses can configure the final action to be taken on the subscription after it has been escalated to the customer.

Advanced Dunning 

Pause & Resume Dunning 

Sometimes, customers genuinely need time to update their payment details, talk to their bank, or resolve a card issue. Now, dunning can be paused for a specific invoice with the following conditions:

• The resume date must be earlier than the next billing date.

• The customer can manually resume the dunning process at any time before the scheduled resume date.

When dunning resumes:

• If the selected resume date falls between scheduled retries, the next retry will occur on the next scheduled retry date.

• If the resume date is after the final retry, Zoho Billing automatically triggers a retry within a day.

This helps businesses stay structured while giving customers time to breathe.

Stop Dunning 

At any point, you can decide to stop pursuing payment retry for an invoice under dunning. Zoho Billing allows you to,

• Stop the dunning process entirely, removing the subscription from the dunning flow.

• Mark the next retry as the final attempt for the auto-charge subscription. 

If the upcoming retry is set as the final attempt (whether successful or not), the configured action under the standard dunning rule for the final action will be triggered.

On-Demand Dunning  

Zoho Billing provides an option to send a link to update payment information when we notify customers of payment failure. This enables customers to update their information instantly without needing to navigate the interface. If a customer updates their card or fixes a billing issue and says, "Can you try charging again now?"

You don't have to wait for the next scheduled dunning to attempt the payment. Zoho Billing offers an On-demand Retry option, enabling businesses to try charging the customer immediately and directly from the invoice. This avoids waiting time and reduces the risk of failure.

Multi-Dunning Rules 

Not all customers should be treated as the same. Some require more time for grace, while others need quick closure. Zoho Billing supports multiple dunning rules, allowing businesses to assign different retry strategies to different subscriptions.

Each rule includes:

• A personalised retry schedule (number of retries + interval)

• Unique email template for communication.

• Criteria that determine when the rule applies.

• Priority order (Zoho matches rules based on priority)

You can set these criteria based on,

• Customers

• Subscriptions

• Plans or Product

• Invoice value

• Currency

• Billing Frequency.

A total of six unique rules can be created, including the default one. High-value customers can receive more retries and personalised emails, while other customers can have shorter cycles.

​
Reports Based on Dunning 

When payment fails or an invoice enters a dunning cycle, it's more about the retries than the visibility that a business should get. The Under-Risk report in Zoho Billing provides businesses with a real-time view of all transactions currently under the dunning process. It highlights which customers are at risk of churn or suspension, how long payments have been pending and which retry stage each invoice is in.

​
To track down customers who dropped off due to churn, Zoho Billing offers the Churned after Retries report. This report helps businesses re-engage with those customers, as the downgrade/churn was not intended to occur. This gives a high chance of winning them back.

​
What Dunning Management Does to Business 

With these capabilities, Zoho Billing shifts the handling of failed payments from a reactive to a proactive approach. Payment retries are automated, and customers receive notifications without requiring manual intervention. Businesses can pause, stop or define a final retry action. Sending personalised emails and providing time for customers based on their worth ensures reliability and trust.

On the whole, the automated dunning process helps businesses to keep the payment process organised and, at the same time, reduce the risk of losing control over failing payments.

 

Up Next: Collection as a Journey

 

 

• Topic Participants

• Hari Hara Sudhan. S

  

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