Dunning Workflow Design
Design and document a dunning sequence that recovers more failed payments without burning out your subscribers.
Brief
Most dunning systems are an accident of history: a few retry rules, a couple of email templates, and a quiet hope. We replace that with a documented workflow that maps decline reasons to retry windows, channel choice, and grace logic. Includes copy templates, segmentation logic, and a measurement plan you can hand to analytics.
Inclusions
- Decline-reason matrix mapped to retry strategy
- Email and in-app copy in plain editorial English
- Grace period logic for high-value accounts
- Smart retry windows based on processor behaviour
- Measurement plan with the metrics that matter
What you will hold at the end
- Documented dunning workflow ready for engineering build
- Realistic recovery uplift forecast with caveats
- A subscriber experience that does not feel hostile
Common questions
From earlier engagements
"The decline-reason matrix is now pinned in our finance ops Slack. We refer to it weekly."
"Practical and unromantic. Exactly what dunning needs."