Option for Subbly not to automatically cancel subscription after failed payment
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keisha ehigie
Currently, after Subbly attempts to take a payment unsuccessfully, it automatically cancels the subscription also sending a notification to the subscriber that this has been done. As someone who uses commitment plans, this hinders my efforts to work with subscribers to sort out their late payments (some are out of the country, haven't got round to updating cards etc). Automatically cancelling the subscription disrupts this process and can cause confusion. I would prefer to have the subscription status of such subscribers to simply change to 'Past due' while I liaise with them on a way forward.
Andy馃
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Great news! Now you can disable the "Cancel subscription if dunning is unsuccessful" flag on the Billing settings.
https://www.subbly.co/admin/gateways
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keisha ehigie
Andy馃: this is awesome! Thank you 馃檶馃従
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Shonna Lemke
Andy馃: GREAT! Thank you Subbly for listening to us and working to make this the best Subscription platform out there!
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keisha ehigie
Andy馃: Hi Andy, unfortunately I have just realised this issue is not resolved as subbly is now voiding the past due subscriptions/invoices. Either way (cancelled or voided) we are still unable to retry them to get payments so I'm not sure how this is a solution. The point of the request was for subbly to please just leave past due subscriptions as past due so we can attempt to retrieve payment in our own time. You are now automatically voiding them which still does not enable payment to be taken. At least that is what your customer service just told me
Andy馃
keisha ehigie: Hi there. But what's wrong with the dunning sequence. It makes multiple attempts before the invoice is voided. What is the benefit of one more attempt manually?
The idea behind is that the subscription is still active, and new invoice will be generated on next billing day.
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keisha ehigie
Andy馃: Hi Andy. Thanks for getting back to me. The issue is that subbly is voiding invoices so if the dunning sequence doesn't capture it then that particular invoice payment is lost forever. For instance in a commitment term of 6 months you need 6 payments in order to have a complete order. If Subbly keeps voiding each invoice after each unsuccessful dunning sequence it frustrates our efforts to recover those 6 payments. Can't you just leave the invoices as past due and not void them to prevent this issue. It's not about having a new invoice, we want the opportunity to recover all the 6 invoices (in this example).
Andy馃
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Andy馃
under聽review
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Sam | Ki Kefir
Yes I agree. I鈥檓 currently switching from wix subscription and this was one of the main issues I had with their subscription model. It encourages people to loose momentum with their subscription by cancelling and it is a common occurrence as customers change cards etc.
Dorethia Kelly
100% agree, to manually go in and change al these renewals dates so they don't automatically get cancelled is a nightmare.
Louis-Pierre Fortin
I agree, the payment system should just skip a month and try again the next month instead of cancelling.