Introducing Ordergroove’s Involuntary Churn Suite

Capture up to 97% of scheduled recurring revenue by diagnosing, treating, and preventing involuntary churn

You’re doing everything right — acquiring subscribers, building loyalty, and forecasting promising revenue growth. 

But then payments fail. Your hard-earned dollars aren’t captured and revenue goals are put at risk. Suddenly, recurring order failures have become a recurring business problem. 

That’s involuntary churn, and it’s costing you more than you think. 

Ordergroove’s Involuntary Churn Suite is here to change that.

The silent revenue killer: Involuntary churn 

Unlike voluntary churn — where a customer makes a conscious decision to forego their subscription due to something like product overstock or a change in their needs — involuntary churn is when a subscription lapses because of payment failure due to anything from out-of-date credit card details to insufficient funds.

It’s bad enough that customers who involuntarily churn usually want to keep the subscription but are unaware of the issue. 

Even worse is that every failed payment is a missed opportunity to collect revenue you’ve already earned — and over time, the revenue leakage from involuntary churn takes a toll on your business.  

Uncaptured revenue leaves business leaders to make decisions based on incomplete data, and turns budgeting and planning into a waking nightmare for every Finance, Marketing, and eCommerce team — but those are just the start of the business challenges that involuntary churn from failed recurring orders can bring about. 

A dip in captured payments eventually adds up to less lifetime value (LTV) to help offset customer acquisition costs (CAC), which reduces the ROI of your subscriptions and puts profitable business growth in jeopardy. 

Too often, this silent revenue killer leaves merchants with a suspicion that they have a problem on their hands, but no idea why they’re seeing involuntary churn in the first place or what they can do about it.

That’s why so many merchants reach for the seemingly simple fix of payment retries, only to find that the simplest solution isn’t always the most effective one — and ultimately realize they’ll need more than a one-size-fits-all band aid to treat their involuntary churn problem.  

The old way isn’t working

For decades, subscription and membership technologies have made blanket payment retries their default approach to involuntary churn reduction. While payment retries can still be part of a comprehensive strategy, they don’t work quite like they used to on their own because they act as a hammer and treat every failed payment like the same type of nail.  

Using payment retry methods without understanding the root cause of involuntary churn can lead to inefficiencies, missed recovery opportunities, and even subscriber frustration. The reason is that when merchants aren’t able to monitor why payments fail, they struggle to refine their prevention strategies — and wind up repeatedly attempting ineffective payment retries without long-term improvement. 

These legacy solutions are a step in the right direction, but as far as meaningfully reducing involuntary churn? The best bet is taking a holistic approach across the entire payment lifecycle to accurately diagnose the underlying issue so you can confidently choose the right tool from the box.  

Ordergroove is the only solution on the market that offers unprecedented visibility into why involuntary churn occurs, new levers to recapture revenue, and more ways to prevent failed payments from happening in the first place. 

A new era of churn recovery: Introducing Ordergroove’s Involuntary Churn Suite

The secret to maximizing subscription revenue is diagnosing, treating, and preventing involuntary churn — a tall order with only payment retries in your tool kit like other subscription and membership platforms offer. 

But with Ordergroove, you get everything you need to minimize it.  

Say hello to our new Involuntary Churn Suite, where Ordergroove merchants can surface the underlying reasons behind unintentional churn, boost recovery on recurring failed orders, set subscribers up for long-term payment success — and ultimately, collect up to 97% of scheduled recurring revenue. 

So, what does crushing involuntary churn with Ordergroove look like in practice? 

Diagnose the root cause with precision

Ordergroove’s Involuntary Churn Suite goes beyond basic churn and payment analytics to give merchants a new level of visibility into why involuntary churn is happening, empowering them to zero in on the right solution for their business. 

Solving the mystery of involuntary churn is a matter of looking at data through a lens that tells the full story. For merchants with a subscription offering, a huge part of that story lies in the amount of recurring revenue already earned versus how much is expected — and how much expected recurring revenue is not getting captured. 

That’s why the Involuntary Churn Suite features the new Recurring Revenue Waterfall to provide an end-to-end visual overview of the payment journey, designed to shed light on the status of scheduled recurring revenue — and where revenue leakage is occurring — so merchants can take strategic action to stop churn in its tracks. 

For a comprehensive churn strategy, merchants can also dig a level deeper into the Recurring Revenue Waterfall for granular insight into the biggest factors driving revenue leakage and order failures, and how they’re trending over time. 

Reason being that there’s no silver bullet for solving involuntary churn — subscription products going out of stock could be a leading factor linked to involuntary churn for one merchant, and the reasons could be totally different for another. 

The key is empowering merchants to look under the hood for an accurate diagnosis of what’s happening in their unique business so they can give their teams the exact information they need to strategically address issues. 

Beyond diagnosing the root cause of the problem, merchants also need to gauge how well retries are working to treat failed attempts. 

With Ordergroove’s new Billing Attempt Analytics, merchants can unlock peak visibility into transactions at the billing attempt level to better understand trends on hard and soft declines over time, recovered revenue distribution by retry attempt, and rejection rate distribution by retry attempt so they can identify the most effective approach. 

For merchants looking for even more granular insights Involuntary Churn Suite provides even more detail to make a precise diagnosis: 

• The ability to enhance internal reporting with billing attempt data to fuel data-driven decisions while Ordergroove takes care of the payment retries.
• Order reports by rejection metrics and recovery metrics
• Searchable and downloadable Order Logs
• Advanced network data, including revenue by rejection network reasons and recovered revenue by rejection network reasons. 
• Visibility into subscriber payment updates over time and its impact on LTV relative to subscriber payment updates.

With a clear picture of the problem, merchants can make strategic decisions and deploy targeted solutions based on their learnings.

Treat the underlying problem with targeted solutions 

From AI and machine learning, to powerful A/B tests for data-driven revenue — and full control over retry logic — Ordergroove’s Involuntary Churn Suite gives merchants a deep toolkit complete with innovative new methods for stopping involuntary churn.   

When it comes to recouping more revenue, leave it to Ordergroove’s Recovery Optimizer. A powerful Auto Optimize mode does the heavy lifting of pairing payment best practices with a dynamic analysis of Ordergroove merchant data to generate the most effective schedule for retrying payments to increase the chances of a successful retry.

With additional advanced targeting for hours and days of the week coming soon — and the ability to weigh the benefits of increasing the retry attempts versus the drawbacks of retrying too many times — it’s no surprise that Recovery Optimizer has already helped Ordergroove merchants recover up to 56% more revenue.   

Of course, some merchants have their own hypotheses and prefer to test specific payment retry parameters. That’s why Ordergroove’s Involuntary Churn Suite also makes it easy to customize and test settings like total retry attempts, retry interval, schedule, and final retry day, so merchants can A/B test the impact on their recovery rate to validate their hypotheses and move forward with the best possible solution. 

As for merchants who prefer to use best-in-class third-party solutions for their payment recovery? They can seamlessly integrate them with Ordergroove’s Involuntary Churn Suite to unlock smart AI-powered retries and deploy the most powerful strategy based on the root cause of their failed orders. 

But that’s just the start of the innovative tools Ordergroove offers to help merchants target and stop involuntary churn with laser-focused precision, functionality also includes:

• Automatic payment retries after payment method is updated to help merchants recoup revenue faster.
• The ability for customers and internal support teams to trigger an immediate order retry so they can take action based on the outcome — and provide the best possible customer support — right out of the gate.
• Flexible APIs offer endpoints for billing attempt data for merchants looking to build retry models and heuristics internally or with support from a third-party — or even enhance their internal analytics with billing attempt data to fuel data-driven decisions, while Ordergroove takes care of the payment retries.

The Involuntary Churn Suite is more than just a band aid that treats the problem — with recovery firing on all cylinders, merchants can deploy Ordergroove’s new tools to capture more revenue.

Prevent failed payments before they happen 

They say that the best kind of medicine is preventative medicine. The most common causes of involuntary churn are payment issues ranging from expired credit cards to declined transactions due to insufficient funds — all of which are preventable when subscribers are set up for success with their payments.

It’s in the best interest of customers and brands to establish good subscriber behavior through payment best practices that minimize the risks of lapsed subscriptions for customers and fees due to excessive payment attempts for brands.

That’s why Ordergroove’s Involuntary Churn Suite will not only offer Payment Suspension to pause retries that are likely to incur a penalty — but Backup Payment Methods giving subscribers additional ways to pay, and  consistent On-Site Visibility of payment methods to help subscribers spot inaccuracies and take action accordingly. Merchants can even support customers with proactive notifications prompting subscribers to update their payment methods periodically. 

The result is a better experience for subscribers, reliable access to the products they love — and more LTV for merchants as they maximize the revenue potential from each subscriber over time. 

Don’t let involuntary churn take your recurring revenue

For subscription businesses, every failed payment is more than missed revenue. It’s a potential churned customer. 

As CAC continues to surge, levers like growing LTV through retention and preventing recurring revenue leakage are only becoming more important to the bigger financial picture of your overall business health — and to that end, stopping involuntary churn helps merchants tackle both. 

Taking the friction out of recurring billing is the first step to crushing involuntary churn and unlocking the full revenue potential of each subscriber. 

With more of your earned recurring revenue flowing in, it’s easier to offset marketing costs and increase the profitability of your subscriptions, and set your business up for long-term profitable growth. 

That’s why leading brands are already using Ordergroove’s Involuntary Churn Suite to take the guesswork out of missed revenue — and stop leaving their hard-earned recurring revenue on the table. 

Ready to stop losing dollars you’ve already earned? Talk to our team about how the Involuntary Churn Suite can start saving revenue today.