#tonner-sub-renewal

1 messages · Page 1 of 1 (latest)

rich turtle
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Hi there! Yes, collecting and passing CVC/Zip is always recommended and will increase your conversion.

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You will always deal with some amount of declines.

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That is normal.

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But CVC and Zip are two core pieces to raising conversion

mellow sleet
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@rich turtle on subscription renewal specifcially? Or just in general? These are folks that are passing on their iniital checkout but failing on renewal. Thanks for your quick reply!

rich turtle
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In general. If they are passing Zip on their initial Checkout then that should get carried over to renewals.

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However, CVC is a bit unique... it is against PCI regulations to ever store it.

mellow sleet
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So it shouldn't be unique to renewals eh?

rich turtle
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So unless you are recollecting it on renewals then that won't get passed

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For Zip no

mellow sleet
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This is great intel, thank you Bismarck!

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So you don't think this is the reason we're seeing higher than avg. failed renewals?

rich turtle
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No, if you are already collecting those then it probably isn't.

mellow sleet
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we are collecting, but we aren't validating

rich turtle
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Are you only seeing a higher decline rate for the last few weeks?

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Can you provide an example Subscription ID so I can see your flow?

mellow sleet
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its our first renewall cycle on the subscription product ever

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sub_1KMCiQCMtlwvIv97c2Nwaj7d

rich turtle
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I'm taking a look at the example but I'd likely just give this some time before you worry about it too much. There is a thing called "burn-in" which essentially makes your decline rate look like it spikes during renewal periods because it doesn't take into account successful retries. That said, the flow looks fine here. This PaymentMethod did validate Zip when collected via Google Pay.

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In this case you will just need to bring your customer back on-session to collect a new PaymentMethod

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This one is a bit odd in particular since the issuer declined with transaction_not_allowed after they did allow the initial transaction

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So really the customer needs to ask their bank why they declined here

mellow sleet
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Right on. Thank you for the detailed follow up here Bismarck.