This article provides information on the various data settings in ChartMogul and how to configure them.
- Churn rate formula
- Churn recognition
- Free customer handling
- Handling of delinquent subscriptions
- Refund handling
- Smart activity classification
Access your general data settings by clicking Data Platform > Data Settings > General.
Select an appropriate time zone for your account from the drop-down menu. ChartMogul uses this time zone for all dates and timestamps displayed throughout the platform.
Week starts on
Set the first day of your week to either Sunday or Monday. ChartMogul uses this day to calculate and present MRR metrics on a weekly basis (i.e., when viewing the chart with the Week interval selected).
Select a primary currency for your account from the drop-down menu. ChartMogul uses this currency to report revenue and other subscription metrics.
ChartMogul displays the customer's currency in brackets next to their MRR movements and transaction amounts (in email notifications, data tables, and on their customer profile page) when a customer's currency differs from your primary currency.
Default customer name
Choose which data element ChartMogul displays as the customer’s name throughout the platform: company name, first and last name, or email address.
When a customer record lacks a value for the data element you select as your default customer name (e.g., the customer has a first and last name, but no company name), ChartMogul uses the following fallback plan:
|Default Customer Name||1st Fallback||2nd Fallback||3rd Fallback|
|Company Name||First + Last Name||Email Address||Billing System ID|
|First + Last Name||Company Name||Email Address||Billing System ID|
Billing System ID
Access your subscription analytics settings by clicking Data Platform > Data Settings > Subscription Analytics.
Churn rate formula
ChartMogul offers two churn rate formulas:
- Standard formula (recommended for B2B)
- Shopify formula (recommended for B2C)
The Standard formula works best for B2B subscription businesses. It compares the amount (e.g., number of customers, subscriptions, or MRR) at the start of a period and then calculates how that has increased (or decreased) by the end of that period.
For B2C subscription businesses, we recommend the Shopify formula. It’s better suited for businesses that add a high volume of new customers each month — often with little expansion or contraction MRR — and offer mostly monthly subscriptions that customers can cancel at any time.
The Standard (B2B) and Shopify (B2C) churn rate formulas affect the following charts:
Read our in-depth guide on churn rate formulas.
ChartMogul offers three Churn recognition options:
- Always recognize cancellations as churn at the time of cancellation — ChartMogul recognizes churn at the time the subscription is canceled or expires in your billing system. This gives you a 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 (default) — ChartMogul recognizes churn at the end of the subscription’s current paid-up billing period, even if the subscription is canceled immediately in your billing system. This is often considered good practice for MRR reporting.
- 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 using our integration with Recurly. For all other data sources, ChartMogul recognizes cancellations as churn at the time of cancellation.
Here's an illustration of how ChartMogul reports the date of churn, based on the Churn recognition option you choose:
The Churn Recognition setting work the same for all of our billing system integrations, except for the following:
- Shopify — Since we only import non-recurring transactions from Shopify, this setting is not relevant.
- Google Play — When importing using the Daily Sales Report, ChartMogul recognizes subscription cancellations at the end of their billing period.
- App Store Connect — Similar to Google Play, the App Store reports don’t provide cancellation dates. Because of this, we report cancellations at the end of the service period. However, cancellations resulting from refunded subscriptions follow the churn settings.
Free customer handling
The Free customer handling setting determines how ChartMogul classifies customers who have downgraded from a paid to a free plan.
ChartMogul offers two Free customer handling options:
- Paying customers who move to a free plan (or are given a 100% discount) should still be classified as active subscribers — ChartMogul continues to classify previously paying customers who subsequently downgrade to a $0 plan (or receive a 100% discount) as Active. These customers do not contribute to your Customer Churn Rate.
- Paying customers who move to a free plan (or are given a 100% discount) should be classified as cancelled/churned subscribers — ChartMogul classifies customers who move to a $0 plan (or receive a 100% discount) as either Cancelled or Churned. These continue to contribute to all of your churn rate metrics.
ChartMogul doesn’t create subscriptions for customers you’ve not billed more than $0.00 in subscription fees and — depending on the billing system — either doesn’t import these customers or imports them and classifies them as Leads.
Handling of delinquent subscriptions
With some billing systems, a subscription can remain active indefinitely — even after all payment attempts have failed. In ChartMogul, we classify these subscriptions as Delinquent since they continue to contribute to MRR and active customer count until you explicitly cancel them.
To avoid over-reporting the number of paid subscriptions, you can have ChartMogul automatically re-classify these subscriptions as Cancelled after they have been delinquent for a selected period of time.
ChartMogul offers two delinquent subscription handling options:
- Leave past due subscriptions as-is until they are explicitly cancelled — you rely on cancellation events coming through from your billing system.
- Treat subscriptions as cancelled when they are [X] days past due — 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, you configure ChartMogul to classify subscriptions as Cancelled when they are 14 days past due. On February 1, a customer misses their subscription renewal payment. That day, ChartMogul changes the customer’s status to Past Due. If you don’t receive a payment from the customer by February 15, ChartMogul then changes the customer's status from Past Due to Churned.
A few additional notes:
- The Handling of delinquent subscriptions setting only impacts the status of subscriptions in ChartMogul and does not result in changes to data in your billing system.
- ChartMogul adds the auto-churned-delinquent-subscription tag to customers whose subscriptions it cancels when you’ve selected the Treat subscriptions as cancelled when they are [X] days past due option. You can find these customers by filtering for Tags > has at least one of the following > auto-churned-delinquent-subscription.
- ChartMogul doesn’t make any changes to subscriptions that were once delinquent 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.
- When you change this setting, Chartmogul reverses previous subscription cancellations before applying the new setting.
The Refund handling setting enables you to remove refunded MRR movements retroactively from your subscription metrics. With both options, refunding a customer results in a decrease in revenue reported in your Cash Flow charts and an increase in Refunds.
ChartMogul offers two refund handling options:
- Refunds are tracked but do not, by themselves, impact MRR (default) — refunds don’t affect MRR Movements or recurring revenue reporting.
- When an invoice is refunded (in full) reduce the historic MRR as if the invoice never paid (Stripe only) — removes any refunded recurring revenue from your recurring revenue metrics and also removes any MRR movements that were 100% refunded. The transactions table reports the refund, but ChartMogul doesn’t remove the original transaction.
Smart activity classification
Smart Activity Classification allows you to select how ChartMogul treats multiple subscription activities taking place within a set timeframe. For example, when a new customer purchases multiple new subscriptions at the same time.
By default, ChartMogul groups these activities and classifies the resulting MRR as New Business (vs. New Business followed by Expansion).
Learn more about smart activity classification and how it affects New Business, Churn, and Reactivation MRR calculations in ChartMogul.
Read more about revenue recognition strategies.