When a client payment declines, they go through dunning/re-attempt billing stage. Majority of our clients are waiting for their next paycheck or waiting to pay their normal bills, before updating their card, etc. If a client doesn't update their payment or have funds available within the few billing reattempts (1 week I beleive), CRC Billing sends our clients an email, stating we cancelled their account!-This is HORRIBLE! We have a 30 day late policy, meaning clients are told they have 30 days to make their payment.- It is a slap in the face to clients, when they receive an email 5-7 days later, stating we cancelled their account (which is a lie). We do not check billing every single day, we may do this once per month. When we contact clients to update their billing, we get told "I found another company because you cancelled my account". -THIS IS COSTING US REVENUE!! When clients are awaiting funds to pay within their 30-day late period, they receive emails stating their subscription is cancelled. We get 3-5 calls per day and have to explain to them we did not cancel their account, the billing system cancelled the attempts to collect and we must reactivate billing. This takes so much time out of our day and causes so much confusion. WHAT SHOULD CRC BILLING DO? MOST IMPORTANTLY: Allow CRC users to edit their own subscription savers, that fits their billing/cancellation policy. If my policy offered a 30 day grace period, my clients should not get told they're cancelled within 5-7 days, this is unfair and a huge problem! Get rid of the cancellation email. Maybe instead, send an email that says "We've tried all billing attempts for this invoice, but was unable to collect your payment. Please contact us". DO NOT cancel the subscription. Follow how chargebee clients are billed: If a payment failed and all billing attempts are done, then the account still stays active and schedules the next payment. This allows crc users to decide if they will cancel the client or change the due date to fit the client. When you cancel their subscription, this prevents use from editing anything and must assign an entire new plan. As someone who has been a CRC user since 2019 and also had the pleasure of being on the CRC Podcast twice-I highly believe I should know what is important to help CRC users and make CRC Billing better. I find that the cancellation alert sent to clients in a few days after being late, will soon cost crc users and lot of money, due to misunderstandings. Please fix this!
