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# How to use Dunning Management

Articles on: [SubBox](/en/category/subbox-mhmdp9/)

We release a new feature that is extremely helpful for customers' checkout and avoids delivery and payment delays.  
  
The mechanism of action of this feature is as follows:  
When it comes to the billing time of an order that fails to pay, it will be retry later.  
  

###### Dunning management helps:

  
  
-There is another chance to charge the subscription which has been unsuccessfully paid  
  
-Subscription that is always active if the user adjusts in the settings to skip payment  
  
-Subscribers can still receive orders  
  
Merchant can set up an automatic retry process to re-charge that subscription to avoid losing scheduled orders  
  

###### This feature avoids the following situations:

  
  
- Credit card/wallet expired/limited/insufficient balance, so a customer cannot make payment.  
  
- Merchant lost revenue because of an unnecessary incident  
  
- Merchant can set up an automatic retry process to re-charge that subscription to avoid losing scheduled orders  
  

###### In order to set it up, please follow these steps below:

  
  
Please go to Subscription > Dunning Management tab, you can see the Billing Attempts Settings  
  
![](https://storage.crisp.chat/users/helpdesk/website/b1503e3698d810/421bcd99-4cb5-4202-89bf-8cfa19_3wztyu.jpeg)  
  
  
*   Retry failed payment, this part allows merchants can set a maximum number of retry for one subscription
  
  
When the user sets as many times, there will be as many retry times and emails are sent to notify subscribers  
  
For example: User set retry failed payments is 3 times => there will be 3 maximum tests, the 3rd time is called last retry  
  
When the user sets as no retry, keeping the old flow for subscription charge failed is to return the subscription to status failed  
  
The delay before retrying and action once the subscription… will be disabled (cannot be adjusted and cannot be performed)  
  
Please note: default setting for this part that is 3 times.  
  
*   Delay Before Retrying: Retry start date and Retry interval (1-7 days)
  
  
Retry start date is the day after the order billing date failed  
  
User set Delay Before Retrying to 1 day => The first retry is the day after order billing date 1 day  
  
For example: Order billing date: 1/1/2023 => charge failed => 1st retry: 2/1/2023  
  
Distance between retry is the distance between the first retry with the 2nd, the 2nd with the 3rd  
  
User set up 2 days => after 2 days from the 1st retry => 2nd retry => 2 days after the 3rd retry  
  
For example: order billing date 1/1/2023 => retry 1st: 3/1/2023 => retry 2nd : 5/1/2023 → retry 3rd: 7/1/2023  
  
Retry start time: Same as billing time  
  
*   Choose action once the subscription reaches the maximum number of failures: Action when the maximum number of retry is reached (when the last retry ends). Action takes place an hour after last retry
  
  
For example: Last retry 10am on January 2nd 2023. The system will skip payment at 11 am on January 2nd 2023  
  
There are 3 actions:  
  
- Skip payment: Skip that payment, continue to charge according to the schedule as usual  
- Pause subscription: The same rule as pressing the pause subscription button  
- Cancel subscription: The rule is the same as when pressing the cancel subscription button  
  
Note: Default here is skip payment  
  
For example:  
  
Frequency delivery once every 7 days, billing time is 10 a.m On order billing date 1/1/2023, the payment charges failed  
  
The user set up in dunning management is:  
  
Set day before retrying: 2 days. Retry every 2 days  
  
Retry failed payment: 3 times. There are 3 retries  
  
The retry times are timed as follows:  
  
Retry 1st: 10am. on 3/1/2023  
  
Retry 2nd: 10am. on 5/1/2023  
  
Retry 3 rd - last retry: 10am. on 7/1/2023  
  
Action: Skip payment  
  
Skip the payment for that scheduled order, continue to charge the scheduled orders as usual  
  
Example: Order schedule of that subscription is 1/1, 8/1, 15/1  
  
=> Orders on January 8 will continue to charge according to the usual schedule  
  
Action: Pause subscription  
  
Pause subscription like when user rule clicks “pause subscription” button in subscription detail  
  
Action: Cancel subscription  
  
Cancel subscription like when user rule clicks “Cancel subscription” button in subscription detail  
  
If you have any further questions about this, don't hesitate to contact us via in-app live chat or email at [support@onecommerce.io](mailto:support@onecommerce.io).

Updated on: 31/12/2023