#mattwoberts - subscription

1 messages · Page 1 of 1 (latest)

sturdy nebula
#

Hi! What do you mean by "count as churn"?
Also, have you considered asking your customer to enter their card details when starting the trial?

tall gust
#

Hi! We want our customers to try the app without any obligation before they commit - so they don't need to enter a card to do that.

#

So they get to the end of the trial...

#

And stripe will mark that subscription as active

#

But obs payment will fail, there's no card for that customer

#

So in the stripe dashboard, that then counts as churn (we've lost a customer, they've churned) - it gives us erronous data for the reports

#

So I was wondering if there is anything we can do differently about the whole trial process to make this not the case?

sturdy nebula
#

Can you share a subscription ID that has this issue?

tall gust
#

Yes - here is a customer that had this exact scenario: cus_L5hxszcF076McI

#

They started a trial, didn't enter a card, so effectively they were not a converted trial.

#

But the stripe dashboard reports that customer as a churned customer

sturdy nebula
#

Yes the payment failed (since no payment method), and that automatically canceled the subscription. Still looking into this...

tall gust
#

Yeah - but from reading the docs, I see that at the end of the trial the subscription will be set to "active", which then will count as churn according to this: https://support.stripe.com/questions/calculating-subscriber-churn-rate-in-billing

Calculating subscriber churn rate in Billing : Stripe: Help & Support

Find help and support for Stripe. Our support center provides answers on all types of situations, including account information, charges and refunds, and subscriptions information. Get your questions answered and find international support for Stripe.

vital tundra
#

we don't know anything about those metrics I'm afraid

tall gust
#

Is there anywhere else I can ask? I'm trying on the stripe support but so far not had much success

vital tundra
#

you'd ask our support team yep

#

sorry, I know it can be hard to get an answer, I'd suggest pushing to get escalated. Unfortunately my team only answers questions about how the API itself works, the details of how these dashboard graphs and metrics are generated is more or a product question that doesn't directly interact with the API, so we don't know anything about it.