Choose what happens when payment fails for an automatically-collected subscription. You can turn on tactical retries, send optimized email notifications, and show retry payment forms in your app or website.
When payment fails for an automatically-collected subscription, the subscription status changes to past due and Paddle Retain gets to work to automatically recover the payment for you. This process is called dunning.
You can configure how Paddle Retain notifies customers about failed payments, turn on tactical retries, and choose what happens to past due subscriptions where the payment isn't recovered.
Paddle Retain combines world-class subscription expertise with algorithms that use millions of data points to recover failed payments for you. Paddle Billing is fully integrated with Retain, meaning it handles payment recovery for you.
With Paddle Retain, you can:
When all payment recovery attempts are exhausted, Paddle Retain automatically pauses or cancels subscriptions for you.
Email customers when a payment fails, with messaging that's been optimized across hundreds of thousands of transactions.
Prompt customers to update expired credit cards when using your web app — securely handled by Paddle.js.
Turn on tactical retries to automatically retry failed payments at optimal times.
Reach customers by text message to further boost payment recovery rates.
You can simulate some Paddle Retain payment recovery interventions using your browser console.
Paddle Retain works with live data for your billing platform. This means you can't integrate with test or sandbox accounts.
If you haven't already, connect Paddle Retain to your billing platform and set up Paddle Retain.
Use Paddle Billing? You already have Paddle Retain and you're already connected! Click the Paddle > Retain link to jump to Retain to review your setup.
Emails sent from Paddle Retain are designed to look like they come from you or someone on your team. Review the email sender and reply-to addresses for your email addresses in ProfitWell > Retain > Control Center.
In Paddle Billing, canceled subscriptions can't be reinstated. Create a new subscription for customers who have canceled if they want to return. You can create a transaction with data from the previous subscription to make this easier for your customers.
Choose "Pause subscription" or "Cancel subscription" from the dropdown under the subscription status heading.
Click Save when you're done.
Paddle Retain sends emails to customers to let them know that their renewal wasn't processed successfully.
You can preview messages, but we handle the content for you. Our team of experts have sent millions of messages, testing and optimizing the content and cadence across hundreds of thousands of transactions. We found that plaintext, personal emails work best.
Retain sends up to four payment recovery emails. The exact timing of the Retain emails depends on some algorithmic work that we do behind the scenes, but in general this is when emails are sent:
|1||Your 💳 payment for [your product] failed||Day 1|
|2||2nd notice: Another unsuccessful payment for your [your product] account||Day 3|
|3||3rd attempt: Unsuccessful payment for [your product]||Day 5|
|4||Final notice: Need updated [your product] billing information||Day 7|
We've A/B tested thousands of emails and their cadence to optimize recovery rates.
Toggle Payment Recovery Emails on to send notifications by email.
You can preview emails by clicking the eye icon.
Payment recovery notifications reach your customers when they're using your product, maximizing the likelihood of payment recovery. They prompt your customers to update expired credit cards in your web app or on your commercial website with an unobtrusive notification.
When customers click the link to update, they're presented with a secure form to enter their details there and then — no need to go to another page.
Toggle Payment Recovery Notifications on to prompt customers to update their payment details in-app.
You can preview a payment recovery notification by clicking the eye icon.
You only have so many chances to retry a credit card payment. Tactical retries analyzes billions of credit card transactions across the Retain network and uses algorithms to retry payments at the best time for success. We look at product type, card type, customer location, and more than fifteen other factors to boost payment recovery by an additional 10 to 15 percent.
Toggle Tactical Retries on.
SMS is a reliable way of reaching customers, with 90% of text messages being read within three minutes of receipt. Retain can send text messages to customers to further boost payment recovery, targeting your customers at the right time in a highly personalized way.
Messages include a link to update payment information — all handled by Paddle.js on your website, with no sign in required.
Fill out the Retain SMS recovery form. We use this information to register your details with Twilio, our SMS provider.
We'll take care of the rest and reach out when you're ready. This may take fifteen business days.
- Configure payment recovery and dunning
- How it works
- Before you begin
- Set up Retain
- Check your Retain email settings
- Pause or cancel past due subscriptions
- Send optimized payment recovery emails
- Turn on payment recovery notifications
- Turn on tactical retries
- Send payment recovery messages by SMS
- Related pages