Revenue Recovery
What a project does when a renewal fails, when a member cancels and after they leave: a grace window with a pay-again link, a cancellation screen that asks why and makes one offer, win-back sequences in your words, and the figures behind all of it.
Most members who stop paying never decided to leave: a card expired, a bank declined, a renewal failed and the member was removed in silence. Revenue Recovery is what your project does about it, in three parts:
- A failed renewal opens a grace window. The member keeps their access for the days you set while the gateway retries, is told at once with their payment method's own way to pay again, reminded, warned, and paused only when the window closes; the next charge that settles lets them straight back in.
- A member who cancels is asked why and made one offer. A list of reasons in their language, an optional sentence, and one offer their payment method can honour: a billing cycle on hold, a discount on their renewals, or a coupon to come back with.
- A member who leaves hears from you. A win-back sequence of up to eight messages in your own words, on the days you chose, each with the way back as a button.
The notices, the grace window and the cancellation question are on every plan, Free included. The cancellation offers and the win-back sequences are included on Growth; Free and Starter unlock them with the Revenue Recovery Addon.
Subscriby never charges the member again
Your payment gateway holds the member's card or wallet and retries on its own schedule. Revenue Recovery keeps the member's access while it does, tells them with the gateway's own link, and lets them back in the moment a charge settles. Nothing here moves money.
When a renewal fails
The grace window
A renewal that fails on a recurring membership opens a grace window: the member keeps every
place and perk their membership grants for the number of days you set, from 0 to 30, seven by
default. The clock starts at the first failure of a renewal and never restarts on a failed retry,
so a card that keeps declining does not keep the window open. A window of 0 pauses access at the
first failure.
Two kinds of purchase never enter grace: a trial that was never paid is removed at once, as it always was, and a one-time purchase ends at the close of its window; the renewal reminders and the portal are its way back.
The notice ladder
Four notices reach the member where they already talk to your project, in their connector chat or, when no account can be reached or they asked for email, by email:
| When | What it says |
|---|---|
| At the failure | The payment failed, access stays until the window closes, and a button to pay. |
| Day three | A reminder with the same button. |
| The day before the window closes | A final warning: access pauses tomorrow. |
| At the pause | Access is paused; the button to pay again stays. |
Every notice carries the rail's own way to pay again:
- Stripe: the open invoice's hosted page, which pays in one tap with a new card if needed.
- PayPal: the member's automatic payments page, where they fix the funding source.
- Paystack and Razorpay: the member's memberships page on your portal, since those rails carry their own card-update mail.
- Every other rail: your portal's checkout for the plan.
The ladder stops the moment a charge settles. A notice that was already sent is never sent twice, and nothing is sent once the member has paid.
The pause
When the window closes unpaid, the member is paused: their links are revoked and they are removed from the places the membership grants, the way a pause you take by hand works. The subscription keeps its Past Due status, because the gateway is still retrying and the next successful charge must be able to settle it.
The recovery
The first charge that settles after a failure restores access: fresh links, a welcome back in
the chat, the clock cleared, and subscription.payment_recovered announced. The notices that
preceded the payment are marked converted in the ledger, which is how the figures count a recovery
and what it was worth.
When a member cancels
A member who cancels on your portal or in your project's bot meets up to three screens.
A list of reasons in the member's language (too expensive, not using it enough, not enough content, content not what they expected, found another community, not the right fit, taking a break, got what they needed, technical problems, signed up by mistake, other) and a box for a sentence of up to 500 characters. The member may pick a reason and skip the sentence, or skip the question. Switch the question off in the settings and the screen is skipped on every surface.
Every screen is written down: the reason, the words, the offer shown and whether it was taken, and
the surface it happened on. subscription.cancellation_feedback announces the answer and
subscription.offer_taken an offer the member took; you are alerted under the Revenue Recovery
class when a member leaves feedback.
After they leave: win-back sequences
A win-back sequence is the ordered set of messages a member who leaves receives on the days you chose. Build it on the Sequences face of the Revenue Recovery page:
Name it and switch it on
A sequence has a name for you alone and a switch. A sequence switched off enrols nobody and lets every member part-way through go; switching it back on enrols nobody retroactively.
Add up to eight steps
Each step waits 1 to 180 days after the one before (the first after the member's last live
membership ended) and sends a message of up to 1,000 characters in your words. Five placeholders
are filled per member when the step goes out: {name}, {project}, {coupon}, {discount} and
{link}, the last being the way back to your portal, which every step also carries as a button. A
step may carry one of your coupons; {coupon} and {discount} fill from it.
Preview it
The step editor previews the message for a sample member, so you see the placeholders filled before anyone else does.
Watch it work
The sequence's card counts the members enrolled, the ones still receiving steps, the ones who received every step and the ones won back; the Activity face lists every step sent.
A member is enrolled once per departure, the moment their last live membership ends, into every running sequence on that trigger, never while they hold a live membership and never into a sequence with no steps. Steps go out through the member's own connector as an announcement, so their channel choices apply. A member leaves the sequence the moment a charge settles for them (won back, and you are alerted), when the platform can no longer reach them, or when the sequence is switched off or deleted. A sequence on a plan that lost the sequences holds every due step until the plan includes them again.
Only the churn trigger is live
Sequences on a lead, a stalled checkout or a trial ending are declared for the lead-nurture release and refused until it ships.
The Revenue Recovery page
Open Revenue Recovery in your project's menu. The badge counts the sequences that run.
- Overview: the failed renewals, the recoveries and what they brought back over the last thirty days, the members in grace and paused right now, the sequences' figures, and the settings card with the programme in words and an Edit Settings button.
- Sequences: one card per sequence with its counts and steps, the sequence editor, the step editor with its preview, and an amber callout when your plan has lost the sequences.
- Cancellations: why members cancel, as bars; the screens recorded with the offers shown and taken; and every record with the member, the plan, the reason, their own words, the offer taken or passed on, where and when.
- Activity: the whole ledger, newest first: the member, what happened, the channel, the coupon or step behind the row, and whether the member paid again afterwards.
The project dashboard carries a Revenue Recovery card with the same figures, and the PDF, CSV, text and Excel exports a Revenue Recovery section. See Dashboard analytics.
Settings
The settings dialog, and the 💸 Revenue Recovery screen under the project card in the Subscriby bot, carry the same switches:
| Setting | What it does | Plan |
|---|---|---|
| Grace window | How many days a failed renewal keeps access, 0 to 30. | Every plan |
| Ask why on cancel | Whether the cancellation screen asks the question. | Every plan |
| Daily digest | One message a day with the failures, reminders, pauses and recoveries, only on a day something happened. | Every plan |
| Pause offer | Whether a cancelling member on Stripe or PayPal is offered one billing cycle on hold. | Growth or the addon |
| Discount coupon | The coupon applied to a cancelling member's renewals on Stripe. | Growth or the addon |
| Return coupon | The coupon handed to a cancelling member on every payment method. | Growth or the addon |
The offer settings are stored on every plan and ignored by the screen until your plan includes the offers, so a Free or Starter project can set them up before buying the addon.
Alerts
Three alerts reach you under the Revenue Recovery class, routed like every other class under Notifications: a member's cancellation feedback, a sequence that won a member back, and the daily digest.
Automations and integrations
- REST: the Revenue Recovery API under
/v1/projects/{project}/retention(the settings, the figures, the cancellation screens and the ledger) and the Win-back Sequences API under/v1/projects/{project}/sequences. - Webhooks: five
subscription.*events announce a payment recovered, access paused and restored, cancellation feedback and an offer taken; the sevensequence.*events follow a sequence and every passage through it. - MCP: the Revenue Recovery tools and the Win-back Sequences tools.
- Zapier and n8n: the same operations and the twelve triggers, in the Zapier and n8n references.
Frequently asked
Related
- Revenue Recovery Addon: the offers and the sequences on Free and Starter.
- Managing subscriptions: what Past Due, Paused and Unpaid mean now.
- Coupon codes: the coupons the offers and the steps carry.
- Broadcasts: one message to a segment, where a sequence is one member at a time.
How is this guide?
Last updated on
Managing Subscriptions
Every subscription in your project with its status and payment history, filtered any way you need, with cancellation for active or trialing ones.
All Transactions
The complete payment ledger: search, sort and filter every purchase, renewal, refund and failed charge, and open any payment for its full detail.