Handling past-due subscriptions

A subscription can remain active indefinitely — even after all payment attempts for an invoice have failed. In ChartMogul, we consider these past due invoices and their associated subscriptions as delinquent since they continue to contribute to MRR and active customer count until they are explicitly canceled in your billing system.

To avoid over-reporting the number of paid subscriptions, you can have ChartMogul automatically churn these subscriptions and re-classify them as Cancelled after they have been delinquent for a selected period of time.

This setting is available for App Store Connect, Braintree, Chargebee (latest version), GoCardless, Google Play, Google Sheets, PayPal, Recurly, Stripe and third-party sources.

Configuring the setting

To configure the way ChartMogul handles past-due subscriptions:

1. Go to Settings & Data > Sources and click the cog icon by the source you want to update.

2. In the configuration modal, expand Data Settings and find Handling Past-due Subscriptions.

   

3. Select one of the two options:

• Delinquent subscriptions will remain Past Due (and contribute to MRR) until they are explicitly cancelled (default) —  A subscription remains past due and keeps contributing to MRR until ChartMogul receives a cancellation event from your billing system.
• Automatically cancel subscriptions that are [X] days past due or missing a renewal invoice — A subscription is automatically churned after it has been past due for the specified number of days (1–90) or if a subscription renewal is missing.

4. Click SAVE SETTINGS, SAVE AND REPROCESS DATA or SAVE AND REIMPORT DATA to apply your selections. Learn more.

Additional notes

• The Handling Past-due Subscriptions setting only impacts the status of subscriptions in ChartMogul and does not change data in your billing system.
• ChartMogul adds the “auto-churned-delinquent-subscription” tag to customers whose subscriptions it cancels when you’ve selected the Automatically cancel subscriptions that are [X] days past due or missing a renewal invoice option. You can find these customers by filtering for Tags > has at least one of the following > auto-churned-delinquent-subscription.
• In most instances, ChartMogul doesn’t make any changes to subscriptions that were churned automatically but subsequently paid or cancelled. This setting only affects subscriptions that are currently past due (at the time you apply or change this setting) and subscriptions that become past due going forward.
• ChartMogul automatically removes the cancellation movement and changes the customer's status to Active when a subscription auto-churns on the same date as the start of a service period. 
• When you change this setting, Chartmogul reverses previous subscription cancellations before applying the new setting. 
• Subscriptions that churn as a result of this setting do not generate email notifications.
• If a customer pays a past-due invoice after the subscription has automatically churned, ChartMogul removes the cancellation event. However, the payment must be associated with the past-due invoice. Otherwise, the customer won’t reactivate until the next service period.
• A subscription becomes past due if one of the following conditions is met:
  • There’s an open invoice (unpaid or partially paid) with a due date in the past.
  • The subscription hasn’t been renewed (meaning the last service period’s end is in the past).
• A subscription can automatically churn multiple times.
• For each automatic churn, ChartMogul generates a subscription event of the “subscription auto churned” type. Events of this type can only be generated by ChartMogul when the Handling Past-due Subscriptions setting is enabled. They can’t be imported via CSV or API.
• The import method does not affect automatic churn.