u/ElkPsychological7581

20–40% of your churn might not be real churn.

I spoke to COOs, CFOs, RevOps leads, and billing experts across NZ, Australia and North America about how the handle failed subscription payments in their companies.

Here's what came up consistently:

• Up to 40% of SaaS churn has nothing to do with customers wanting to leave, it's expired cards, soft declines, and failed retries that the customer was not even aware of
• Nobody owns the problem of failed payments end to end, it usually falls between product, finance and support
• Generic dunning emails damage the customer relationship more than they help
• Soft declines are often false positives and retrying through a different processor sometimes does the trick

I am keen to hear others experience with this :

• How does your team handle failed payments?
• Relying on Stripe default retries or something more sophisticated?
• What's your rough recovery rate?

I am also happy to share the full research with anyone who may be interested in having a look

How do you handle failed subscription payment recovery for your SaaS? Do you rely on Stripe default retries or have you built something more sophisticated? If you are genuinely facing this issue would love to hear how you manage this. Thanks in advance