Churn recognition settings rollout

Since the early days of ChartMogul, there’s been a limitation in our Churn recognition setting wherein the default setting of recognizing churn at the end of the service period only applies to the following integrations: Stripe, Braintree, Recurly, Chargify and PayPal.

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This means that if you have an integration not listed above, the churn will always be recognized at the time of cancellation regardless of the setting.

We have made some improvements that will now enable the additional integrations listed below to support churn recognition at the end of the service period:

  • Chargebee
  • GoCardless
  • Zuora
  • Google Play (via Payloads URL import)
  • Custom integrations built on top of Import API
  • Google play (via daily subscriber reports import) can only recognize churn at the end of the service period regardless of the option selected in the setting. This is due to limitations of their Daily Sales report.
  • App Store Connect can only recognize churn at the end of the service period, except when the cancellation was a result of a refunded subscription. Churns from refunds will follow the churn recognition setting selected.

To illustrate the changes, kindly see below:

Your setting for churn recognition is set to default which is to recognize at the end of the service period. A subscription is imported from a billing system which is not Stripe, Braintree, Recurly, Chargify or PayPal. If you have an annual subscription with dates January 1, 2020 to January 1, 2021, and a cancellation is added for June 15, 2021 the churn will be recognized at the time of cancellation as follows:

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Based on the churn recognition setting, this should have been recognized on January 1, 2021.

This latest update in our product will enable the system to properly recognize the churn at the end of the period and hence, provide more accurate metrics.

Feature rollout

If you have your churn recognition settings set to Always recognize cancellations as churn at the time of cancellation or Churn subscriptions at the time when the cancellation event is triggered/clicked, this feature will automatically be enabled in your account and no further actions will be required from your end.

However, if you have any of the following billing systems (see list below) integrated in your ChartMogul account and your churn recognition setting is set to the default (Always recognize cancellations as churn at the end of the service period), then you will be notified by our Success team and we will schedule you for the rollout.

  • Chargebee
  • Zuora
  • GoCardless
  • Custom data sources (via Import API)
  • Third party integrations

The rollout will require a data source re-sync of these integrations to correct the historical churns so that they will follow the churn recognition settings. This means that when this update is applied in your account, your churn metrics and MRR movements would change retroactively. On the positive side, this will make your data more accurate.

Read here to know more about our churn recognition settings. If you have any questions or concerns, please contact support@chartmogul.com.

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