While getting started, Churn Buster asks you to update Stripe Billing settings.
One requirement for a successful recovery campaign is marking subscriptions unpaid after the last reattempted payment—even if you were canceling subscriptions previously.
This allows campaigns to run longer, retaining subscribers who need more time to keep their subscription active.
At the end of campaigns, you can still cancel subscriptions. We'll just have Churn Buster initiate this event within Stripe, instead of Stripe Billing, so the timing is right.
The decision to leave subscriptions unpaid, or to cancel them, depends on your answer to these questions:
- Are you relying on the Stripe cancelation event to trigger in-app behaviors, like account lockouts?
- Are you ready to completely write off the delinquent revenue owed, even if the subscriber were to update payment information after the campaign ends?
- Do you require cancelations for tracking churn?
If the answer is "no" across the board, you may want Churn Buster to continue leaving subscriptions unpaid.
Anytime a user returns to update their card and issue payment, the same subscription will be reactivated. And any missed payments can be collected via Churn Buster—even multiple invoices! (learn more about Invoice Collections)
To create a campaign for any past-due or unpaid subscription, anytime, simply retry the invoice payment. When it fails, Churn Buster will get to work.
And if you do need to cancel subscriptions, it's no problem for Churn Buster to automate. Either check the appropriate setting during account setup, or ask the Churn Buster team for help updating this setting post-launch.
Note: subscriptions canceled before setting up Churn Buster cannot be re-activated. So unfortunately these subscriptions are lost for good.
In happier news, you'll be seeing fewer of these cancelations in the months to come!
What about leaving the subscription as-is?
Leaving subscriptions as-is means that monthly invoices are re-attempted as they are created. Since these payments will often fail, you'll often have customers repeating campaigns over and over. This will impact your metrics (i.e. recovery rates will drop as this "endless" cohort grows in size) and the customer experience is degraded.
If you need to use this setting, we recommend extending your "End Campaign" to at least Day 45. With an active campaign still running, the next month's failed invoice will not create a new one. Note: you could also schedule additional retries at the end of campaigns (e.g. positioning one 30/60/90+ days out).