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FAQ
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Switching to Churn Buster

Migrating from another dunning tool — what to turn off, what to leave on, and how to compare results without confounding factors.

Whether you're switching from third-party or in-house dunning, it's easy to get started with Churn Buster.

Switching from a third-party tool

During setup, we provide instructions on how to adjust settings for your particular billing tool to work seamlessly with Churn Buster. These settings are designed to avoid sending duplicate emails and strategically place your retries — as well as end-of-retry-sequence behavior — to work nicely with Churn Buster recovery campaigns.

Click below for instructions to disable basic dunning through your subscription management tool:

Switching from an in-house dunning system

Been a while since you looked at this code? Maybe someone else built your custom failed payments logic, and you're not even sure where it exists.

This is commonly the case, and it can feel overwhelming at first, but the steps are often straightforward.

Here's how to prepare for turning on Churn Buster:

  • Consult your payment processor documentation for API or webhook events related to failed payments.
  • Search your codebase for any references to these payment events.
  • Isolate actions triggered by failed payments. Look for emails being initiated, subscription cancelations, account lockouts or anything else that may seem relevant.
  • Comment out or remove code to disable emails, subscription cancelations related to failed payment attempts, or any custom logic to retry payments after a recurring payment fails.

When is the right time to turn on Churn Buster?

Up to two days before disabling internal systems, or soon after doing so. Customers will not start being emailed right away, but recovery campaigns will begin to populate in Churn Buster.

What if something gets missed, and emails aren't totally disabled?

Sending a few extra emails through your previous system will be ok, but you may wish to monitor your email service provider to correct for this quickly. With Churn Buster running, you'll have more visibility into what's happening behind the scenes, and can fine-tune the new process as you go.