Dunning

What do you want to do if your customers don't pay?

In Upodi you can setup several advanced Dunning Schemes, which will decide when we do a recharge of the credit card, switch payment service, take subscription actions (hold, cancel, expire) and when and how we communicate with the customer through emails.

Dunning is automatically triggered on any invoice with a customer setup with a Payment Method when the due date is reached and there is a default Dunning Scheme or the Product Plan has a chosen Dunning Scheme under setup.

The Dunning Process is automatically stopped when the Invoice is being marked as paid either manually or through payment services.

Settings in Dunning Schemes

Default means the Dunning Scheme will be used automatically on all invoices, unless another Dunning Scheme has been actively chosen.

Process Manual Payment Invoices means the Dunning Scheme will also grab invoices marked with the manual payment method. This makes it possible to do Dunning Processes, even when the Payments are handled completely outside of Upodi.

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Manual Steps in the Process

If you include a manual payment step (For example FI) the dunning process automatically stops unless Process Manual Payment Invoices is ON. This is due to the fact that Upodi does not know if a manual payment has been received.

Setting up a dunning scheme

A dunning scheme include one or more steps. You may add as many as you like. Each step of a dunning scheme, including an action and a notification. If more steps are provided, a delay between each step indicate the occurrence of each step.

  • Actions. Actions are grouped as payment actions, subscription actions or invoice actions. Payment actions allow the retry of payment capture either by using the same payment method of the customer, or by providing an alternate payment. This is a strong approach to ensure that your revenue gets settled on time. Subscription actions allow you to control the state of a subscription should one be associated with the payment. Invoice actions allow you to credit the invoice currently in dunning, typically used when the invoice is about to complete the dunning flow. This will allow full automation for businesses where the offboarding needs to be completely automatic. There is also the option to cancel the invoice in dunning to prevent payments fx.

  • Notification sends the chosen Email from the Email Template associated with the Product Plan to the customer at the same time as the Action. Failed notifications are only sent if the payment action declines.

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Upodi enable a customer centric dunning workflow.

During Dunning

An invoice in dunning will display the Dunning Status in a view to the right as you view the Invoice. While the Invoice is in Dunning you have some actions available.

Cancel will stop the Dunning Process. The Invoice will still remain unpaid.

Reset will restart the whole Payment Flow, which means it will first try to pay it with the default Payment Method and start over with the Dunning Process if this continues to fail.

Dunning webhooks

All actions and events during the dunning will send webhooks including information on step advancement, actions, retries unsuccessful conclusion etc. This is useful if you want to track the steps or activate third-party services. Read more in Webhooks


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