Ordergroove Dunning & Cancel Flows

Churn Buster is a revenue recovery and retention layer for subscription brands. Connected to Ordergroove, it recovers failed subscription payments with automated email campaigns, and can run branded cancel flows that present save offers when a customer goes to cancel.

How it works

Ordergroove sends Churn Buster its subscription and payment events. When a payment fails, Churn Buster opens a recovery campaign for that customer and sends a timed sequence of emails (and optional SMS) alongside Ordergroove's retries. When a payment succeeds, the campaign closes automatically.

Cancel Flows

Cancellations from your Ordergroove subscription manager route into Churn Buster Cancel Flows. You can collect structured cancellation reasons, test offers with acceptance rates visible, and analyze customer feedback with Sentiment AI.

On Ordergroove, Cancel Flows supports two offer types: custom offers, which your team fulfills, and informational offers, which present information to customers without changing the subscription. Neither offer type calls Ordergroove. Offers that Churn Buster applies automatically, such as skips, pauses, discounts, swaps, and credits, aren't available on Ordergroove.

We set up Cancel Flows with you during onboarding. The Cancel Flows overview explains how the flow works, and the Ordergroove product update covers the integration.

Get set up

Contact us and we'll create your Churn Buster account. For the best experience, schedule a kickoff call and we'll make sure you get off to a great start. Or email support@churnbuster.io.

After accepting the invitation to your new account, open the Ordergroove connection form in Churn Buster. It gives you the exact steps and the webhook URL to create an API key and a webhook in Ordergroove.

We configure the Churn Buster side with you, including whether a subscription cancels automatically when a campaign ends.

What to know

• After a customer updates their card, Ordergroove charges it on the next scheduled retry, or right away if the customer clicks Send Now in the portal. Churn Buster's recovery emails include that instruction so customers know the step.
• Recovery emails send customers to your account login page (or a tokenized Ordergroove portal link, if you pass one through customer properties).
• Churn Buster runs one subscription per customer campaign.
• Message Churn Buster to enable Cancel Flows. Bundle pricing is available, and includes basic setup at no additional cost.

Tracking performance

Your Ordergroove dashboard and Churn Buster will show different numbers, and that's expected since we measure things differently. Churn Buster waits for every campaign to resolve and reports recovery on rolling windows of completed campaigns.

FAQ

Does Churn Buster Cancel Flows work with Ordergroove?

Yes. Cancellations from the Ordergroove subscription manager route into Churn Buster Cancel Flows, where you can collect cancellation reasons, test custom offers and informational offers, and analyze feedback with Sentiment AI.

Do I still need Ordergroove's retries, or does Churn Buster run them?

Ordergroove runs the retries on its schedule. Churn Buster coordinates its messaging with that timing, so a customer whose retry succeeds stops getting emails and a customer whose retry fails hears from you at the right moment.

A customer updated their card, but the payment didn't go through. Why?

Ordergroove doesn't recharge automatically the moment a card is updated. The customer clicks Send Now in the Ordergroove portal to process the order right away, or the charge runs on the next scheduled retry. Churn Buster's recovery emails include that instruction, so most customers do it on their own.

Why turn off Ordergroove's failed payment emails?

So customers get one coordinated recovery sequence instead of two overlapping sets of emails. We handle which Ordergroove notifications to turn off as part of setting you up.

Why do my first few weeks of numbers look low?

A day's campaigns can take weeks to resolve, and Churn Buster counts a day in your recovery rate only once every campaign that started that day has finished. Until then, those campaigns show as in progress, not lost. If you switched from another tool, campaigns that started in that tool were already partway through their recovery window and tend to recover at a lower rate. See Daily Cohorts.

Questions?

Message us at support@churnbuster.io any time — setup, settings, or a read on the numbers.