You must have an Admin or Owner ChartMogul account to access and modify your Data Settings. Read more about User Permissions.
This article details the different data settings that you can modify in your ChartMogul account.
Admin users can access the Data Settings page in ChartMogul at https://app.chartmogul.com/#/data-platform/data-settings/general.
Remember to click "Save changes" once you have made any changes to your data settings.
- Churn rate formula
- Churn recognition
- Free customer handling
- Handling of delinquent subscriptions
- Refund handling
- Smart grouping
You can select the 'Timezone' for your account from the timezone drop-down menu. Once you have selected a new timezone, click Save Changes.
All timestamps and dates in your ChartMogul account will be changed to the timezone selected immediately after you save. No data re-import is required.
Week start date
You can change your 'Week starts on' to Sunday or Monday. This will set the start and end days of weeks for MRR calculations. For example, if you set the start day to Sunday, when viewing your charts with the 'week' time increment enabled, the metrics will be calculated and shown such that weeks end on Saturdays.
Once you have made this change, click Save Changes. The change will be immediate.
Your 'Primary currency' is the currency in which your revenue is reported in your account. ChartMogul supports 169 currencies.
If a customer's currency is different from your 'Primary currency', ChartMogul will also display the customer's currency in brackets next to their MRR Movements and transactions. This will be visible in the email notifications, in the activities on data tables and on the customers user profiles. To understand how ChartMogul converts currencies to the 'Primary currency', please read how ChartMogul handles currency conversion.
A change to this setting will be made immediately after you click Save changes.
Default customer name
A customer's name can either be their company name, the customer's first and last name, or their email address. This name is reported on a customer's page in ChartMogul and is the name attributed to all of their MRR movements.
If you have chosen 'Company name' as your 'Default customer name', ChartMogul will use your customer's first and last name should a company name be unavailable (or vice versa if you have chosen 'First + last name' as your 'Default customer name'). If neither of these options is available ChartMogul will use the customer's email address. If neither of these three customer name data values is available, ChartMogul will use the customer's billing system ID.
Please click on Save changes to bring any changes through.
Choosing a Churn Rate Formula
There are two different Churn Rate formulas to choose from:
- Standard formula (recommended for B2B)
- Shopify formula (recommended for B2C)
The Standard formula (recommended for B2B) compares the amount at the start of a period and then takes account of how much that has decreased by the end of that period.
For B2C subscription businesses where there are thousands of new customers being added each month with little expansion/contraction and mostly monthly subscriptions where customers can cancel at any time, the standard churn method isn’t necessarily the best approach. For these businesses, the Shopify formula (recommended for B2C) is more current and timely.
Standard formula (recommended for B2B):
Shopify formula (recommended for B2C):
For each day in a month ChartMogul performs this cumulative calculation:
For each day we calculate the total MRR at the start of the day. We then see how much of that MRR is still present at the end of the day, ignoring any expansions, contractions and new customers. Iterating through each day in the selected period (e.g. month/quarter) gives us our MRR churn rate for the given period and provides a much more realtime churn rate.
Both, the B2B and B2C formulas apply to the following graphs in ChartMogul:
- Customer churn rate
- Gross MRR churn rate
- Net MRR churn rate
- Quantity churn rate
Changing how ChartMogul recognises churn will only be reflected going forward. Hence, you will need to re-import your historic data to make the behaviour consistent.
There are three 'Churn recognition' options available in ChartMogul.
Under Data Platform > Data settings > Subscription Analytics, there is a set of options titled "Churn recognition"
There are three options
- Always recognize cancellations as churn at the time of cancellation
- Churn will always happen in ChartMogul at the time the subscription is cancelled/expired in your billing system. This gives you a more real-time view of your forward looking MRR and is closer to the concept of Committed Monthly Recurring Revenue (CMRR).
- Always recognize cancellations as churn at the end of the paid-up billing period
- Churn will always happen at the end of the current paid-up subscription billing period, even if the subscription is cancelled immediately in your billing system. This is often considered as a good practice for MRR reporting. One side effect (and a potential benefit) is that your MRR will usually appear to be higher with this setting.
- Churn subscriptions at the time when the cancellation event is triggered/clicked, regardless if subscription is set to cancel immediately or cancel/not-renew at the end of the billing period
- This option only applies to data imported from Recurly. For data from other data sources, cancellations will be recognized as churn at the time of cancellation.
Here's an illustration of how these options will affect the date on which your customers will be reported churned.
The behavior of these options works consistently across all billing systems except for Google Play 1-click and App Store Connect integrations where both integrations can only recognize churn at the end of the service period.
Free customer handling
Note: A re-import is required to bring this change through to your historic data.
With the 'Free customer handling' setting you can choose to consider customers who have been billed for a subscription and downgraded to a $0 subscription as either active or cancelled.
With the default option "Paying customers who move to a free plan (or are given a 100% discount) should still be classified as active subscribers", customers who were paying and have downgraded to a zero-dollar plan will be remain active. These customers will not contribute to your Customer Churn Rate.
With the option "Paying customers who move to a free plan (or are given a 100% discount) should still be classified as cancelled/churned subscribers", customers who move to a zero-dollar plan or receive a 100% discount will be reported in your ChartMogul account, but will no longer be reported as active. These customers will contribute to all of your churn rates.
Customers who have never been billed over $0.00 for a subscription will not be reported in ChartMogul.
Handing of delinquent subscriptions
With some billing systems, it's possible for subscriptions to remain active indefinitely, even after all payment attempts have failed. These delinquent subscriptions will continue to contribute to your MRR and active customer count until they're explicitly cancelled.
To avoid over-reporting the number of paid subscriptions, you can choose to automatically cancel these subscriptions in ChartMogul after they have been delinquent for some time.
This feature only impacts subscriptions in your ChartMogul account and does not make changes to the status of subscriptions in your billing system.
The setting can be found under Data Platform > Data settings > Subscription Analytics and scrolling down to Handling of delinquent subscriptions.
With the default option "Leave past due subscriptions as-is until they are explicitly cancelled', you would rely on cancellation events coming through from your billing system.
The other option, "Treat subscriptions as cancelled when they are..." enables you to set a cancellation trigger based on the number of days a subscriber is past due. The available options are 14, 30, 45, 60 and 90 days past due.
For example, let's imagine you have a "14 days past due" setting selected. The customer misses the renewal payment on February 1, 2018, changing their subscription status to past due. If no payment has been received by February 15, 2018, the delinquent handling would automatically move the customer's status from past due to churned.
- For accounts with a large number of subscriptions, it may take some time for the data to update after you click on Save changes.
- Customers whose subscriptions have been auto-churned will automatically be tagged with auto-churned-delinquent-subscription. You can thus identify all such customers by filtering for Tags > has at least one of the following > auto-churned-delinquent-subscription.
- Historically delinquent subscriptions that are currently either paid up or cancelled will be ignored completely. This setting is only applied on subscriptions that are currently past due at the time of applying or changing the setting, or that become past due in the future.
This setting only affects customers imported from Stripe. If you use another billing system this setting will not impact your customers.
A full re-import is required to bring through this change for your historic metrics.
This setting enables you to retroactively remove refunded MRR movements from your subscription metrics. With both options providing a refund to a Stripe customer will decrease the revenue reported in your Cash Flow graphs and your Refunds graph will report an increase.
There are two refund handling options. With the first option enabled "Refunds are tracked but do not, by themselves, impact MRR" no MRR Movements or recurring revenue reporting will be affected by a refund.
The second, non-default, option removes any refunded recurring revenue from your recurring revenue metrics, and also removes any MRR movements that were 100% refunded. The transactions table will report the refund, but will not remove the original transaction.
This setting affects how some simultaneous activities for a customer are categorised. You can read more about smart grouping here.