✨ Please note: The Membership feature is only available on the Standard Plan and those using Stripe as their integrated payment provider.
Sometimes, if a customer's recurring payment fails, there's a risk of delinquent churn (or involuntary churn). This happens when their membership ends due to payment problems rather than them intentionally cancelling.
This article covers:
Reporting on Membership Payment Failures
You can filter the Customer list to show memberships that are at risk due to payment failure.
To do this:
Select Customers from the left-hand menu on your account.
Select the Filter by drop-down menu:
Select Memberships status, and Add:
Untick the Active, Cancelled, and Due to cancel checkboxes, then select Search to generate the results:
Any membership payment failures will show in the list (the list will be blank if you don't have any).
What happens when a customer has a failed payment?
If a payment fails, the membership enters an 'Active-Unpaid' state, and we begin an automated payment recovery process. This includes four attempts on days 1, 3, 5, and 7:
Attempt 1: Payment is attempted on day 1, and the customer is notified via email.
Attempt 2: Payment is attempted again on day 3.
Attempt 3: Payment is attempted on day 5, with another system email sent to the customer.
Attempt 4: The final payment attempt occurs on day 7. If unsuccessful, the membership is cancelled by default.
During the payment recovery process, access to membership benefits is restricted until the payment is successfully processed. Once payment is resolved, the membership status returns to 'Active,' and the customer regains access to their benefits.
Recovering failed membership payments
If automated payment collection attempts fail, the system will disable further attempts and cancel the membership.
If you've changed the default setting in your Stripe account to allow memberships to continue despite payment failures, please use Stripe to manage the payment recovery process directly and communicate with the customer to resolve the issue.
💬 Any questions or feedback? There are two ways to get in touch:
For a quicker response, please contact us via live chat on our homepage or your account.
Or send us an email
Thank you! 🕺