Maximize recurring membership revenue with Smart Dunning – Help Center

Dunning is the process of collecting your guests' recurring membership payments and recovering failed membership payments. Smart Dunning leverages advanced machine learning and network signals to maximize recurring payment collection and prevent involuntary membership churn.

Smart Dunning for ROLLER Payments customers has better membership recovery rates, and although it comes with a small fee, the fee is only applied when it has successfully recovered a payment which otherwise would likely have been lost.

Smart Dunning is enabled for ROLLER Payments customers by default, but you can opt out at any time. Read on for more information about how it works, fees and how to opt out.

How does it work?

Smart Dunning leverages Adyen's machine learning technology and global network to maximize recurring payment recovery.

Adyen’s vast network analyzes billions of transactions and uses machine learning to assess factors such as decline codes, card scheme and cardholder information to determine the optimal times to trigger a payment attempt.

The payment process with Smart Dunning

When enabled, Smart Dunning will commence after the second unsuccessful attempt to collect payment by ROLLER.

The failed payment will be forwarded to Adyen and their platform will leverage Auto Rescue, which will determine the number and intervals of payment rescue attempts, as specified below.

Step 1

Recurring payment fails — 1st attempt
Standard attempt by ROLLER

Timing: On the anniversary of the recurring membership.
Guest email: Membership 1st failed payment email.
Membership status: unchanged "Current".

Step 2

First retry — 2nd attempt
Standard attempt by ROLLER

Timing: 2 days after the 1st attempt.
Guest email: Membership suspension email
Membership status: updated to "Suspended (Declined payment)".

Step 3+

All subsequent retries within the payment recovery period
Smart Dunning processed by Adyen

Timing: Between 1 and 48 days as you define in Venue Manager.
Guest email: Membership 3rd failed payment email
Membership status: unchanged "Suspended (Declined payment)".

Adyen manages the Smart Dunning process using its machine learning technology and network signals to determine when best to attempt to trigger payment.

Adyen will report both failed attempts and successful attempts, which are displayed in the membership booking's activity stream in Venue Manager.

The Smart Dunning process for a specific membership payment will also be automatically canceled if the membership payment is collected via POS or Venue Manager manually.

To learn more about how to manage payments for recurring memberships, read the guide Manage payments for recurring memberships.

Modify the payment recovery period for Smart Dunning

You can modify the payment recovery period for Smart Dunning to attempt collection from the default 30 days to a value between 1 and 48 days.

From Venue Manager, go to Settings > Integrations > ROLLER Payments.
Update the payment recovery period from 30 days to a value between 1 and 48 days.

Opt out of Smart Dunning

Smart Dunning is enabled for all venues using ROLLER Payments and requires Administrator role permissions to disable this feature. To deactivate Smart Dunning for your venue:

From Venue Manager, go to Settings > Integrations > ROLLER Payments.
Deselect the Use smart dunning checkbox.

This will deactivate Smart Dunning and revert to ROLLER's standard 5-step dunning process, which is outlined below.

Step 1	Recurring payment fails — 1st attempt Timeframe: Step 1 occurs immediately after the failed automatic recurring payment. Guest email: If the recurring payment fails, guest is emailed the Membership 1st failed payment notice to notify of failed payment and scheduled retry attempt. Membership status: There is no change in the membership's status, it remains set at Current.
Step 2	First retry — 2nd attempt Timeframe: Membership system waits 2 days between failed payment and first retry attempt. Guest email: If first retry payment fails, guest is emailed Membership suspension email notice. Membership status: Membership's status changes from Current to Suspended (Declined payment)
Step 3	Second retry — 3rd attempt Timeframe: Membership system waits another 2 days between first retry (step 2) and second retry attempt. Guest email: If second retry payment fails, guest is emailed Membership 3rd failed payment notice. Membership status: Membership's status remains set at Suspended (Declined payment)
Step 4	Third retry — 4th attempt Timeframe: Membership system waits until the next occurrence of one of the following days to trigger the third retry payment attempt: 2nd of the month 16th of the month Guest email: If third retry payment fails, Guest is emailed the Membership 3rd failed payment notice. Membership status: Membership's status remains set at Suspended (Declined payment).
Step 5	Fourth and final retry — 5th attempt Timeframe: Membership system waits until the next occurrence of one of the following days to trigger the fourth and final retry payment attempt: 2nd of the month 16th of the month Guest email: If fourth retry payment fails, Guest is emailed the Membership 3rd failed payment notice. Membership status: Membership's status remains set at Suspended (Declined payment)

Tracking payment attempts

Similar to standard ROLLER dunning, you're able to monitor payment collection attempts in the booking activity stream in Venue Manager and the Recurring Payment log report.

Additionally, the ROLLER Payments Daily Summary report has a column labelled Smart Dunning Success to capture successful payment rescue attempts.

Smart Dunning costs

Smart Dunning incurs the following fees:

Unsuccessful recovery attempt

Transaction fee: A fee that is charged for any ROLLER Payments attempt. Your transaction fee rates are available in your contract with ROLLER Payments.

Successful recovery payment

Smart Dunning fee of $2 USD, and
Standard fees - standard transaction, processing and network fees determined based on your contract and card scheme involved.

Please contact ROLLER Support for further information on pricing.