Dunning can be effective for customer retention when done correctly. See the best practices below for setting up and managing dunning.
Dunning Best Practices
Overview
-
It is recommended that your dunning process be the same duration or shorter than the billing interval of the plan to which the process applies. This allows you the opportunity to collect a payment on a past due amount before a customer's next payment is due.
- If a customer with an outstanding account balance changes the payment type from payment terms to an electronic payment, Aria may not place the account into dunning. You may choose to collect the customer's outstanding balance using the customer's new payment type.
If a customer with an outstanding account balance changes the payment type from an electronic payment method to a payment terms payment type, the outstanding balance will be reflected on the customer's next statement.
- It is recommended that you have consistent dunning processes with matching numbers of steps across all of your plans that are available for selection. This ensures that your dunning processes will work effectively when customers switch plans.
For instance, if a customer is on Plan A and is on dunning Step 3 of Plan A, then switches to Plan B that has only 2 dunning steps, that plan will exit dunning and become suspended.
- Be sure to consider the effects on customers when you change a dunning process. You may need to make any required actions on accounts manually if they are already in a dunning process that you have changed.
For instance, you may need to manually change an Master Plan Instance's status.
- Aria also supports dunning on orders (Non-Subscription Offerings). See Dunning on Orders for more information.