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Three Stations, No Mystery: Reading a Recovery System by Its Handoffs
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Three Stations, No Mystery: Reading a Recovery System by Its Handoffs

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Bring Your Failure Report to the Tool Comparison
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Bring Your Failure Report to the Tool Comparison

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3 min read
Smart Retries Are a Bet About Strangers: Reading Stripe's Timing Like Your Own
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Smart Retries Are a Bet About Strangers: Reading Stripe's Timing Like Your Own

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3 min read
Rounds Before the Renewal: The Week That Decides the Charge
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Rounds Before the Renewal: The Week That Decides the Charge

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Shift Log: One Night in the Recharge Renewal Queue
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Shift Log: One Night in the Recharge Renewal Queue

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3 min read
The Retry Clock Should Answer to the Decline, Not the Calendar
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The Retry Clock Should Answer to the Decline, Not the Calendar

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The Category Page Is a Promise. The Queue Decides If It Was True.
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The Category Page Is a Promise. The Queue Decides If It Was True.

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3 min read
The Recovery Bill Should Fit on One Line
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The Recovery Bill Should Fit on One Line

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The Scoreboard Is Not the Work, but It Decides Whether the Work Counts
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The Scoreboard Is Not the Work, but It Decides Whether the Work Counts

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What the Percentage Took, Counted at Year's End
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What the Percentage Took, Counted at Year's End

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A Cadence Is a Promise Kept at Intervals
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A Cadence Is a Promise Kept at Intervals

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3 min read
Two Desks, One Overdue Account: Where Dunning Ends and Collections Begins
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Two Desks, One Overdue Account: Where Dunning Ends and Collections Begins

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3 min read
Reading a Recovery Contract Like a Renewal, Not a Brochure
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Reading a Recovery Contract Like a Renewal, Not a Brochure

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Three Numbers In, One Argument Out: Using a Leak Estimate Honestly
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Three Numbers In, One Argument Out: Using a Leak Estimate Honestly

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3 min read
The Vault Audit: Checking What Your Braintree Retry Actually Used
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The Vault Audit: Checking What Your Braintree Retry Actually Used

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An Audit You Run on a Quiet Afternoon, Before the Quarter Runs You
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An Audit You Run on a Quiet Afternoon, Before the Quarter Runs You

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A Save Script Is a Conversation With the Branches Written Down
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A Save Script Is a Conversation With the Branches Written Down

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Scoring the Accounts That Are Quietly Leaving
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Scoring the Accounts That Are Quietly Leaving

#analytics #data #product #saas
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Your Customer Got the Failure Email Too. Here Is What They Do Next.
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Your Customer Got the Failure Email Too. Here Is What They Do Next.

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The Dunning Email Is a Door, Not a Lecture
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The Dunning Email Is a Door, Not a Lecture

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The Flat-Fee Question at the End of a Recharge Month
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The Flat-Fee Question at the End of a Recharge Month

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Demo Day Is the Worst Day to Judge Recovery Software
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Demo Day Is the Worst Day to Judge Recovery Software

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A Failed Recharge Renewal Is Not a Cancellation Request
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A Failed Recharge Renewal Is Not a Cancellation Request

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Software Is the Small Part: Managing Dunning as a System With an Owner
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Software Is the Small Part: Managing Dunning as a System With an Owner

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Score the Demo, Not the Pitch: A Rubric for Recovery Software
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Score the Demo, Not the Pitch: A Rubric for Recovery Software

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A Rubric for Recovery Software, Scored on a Bad Month
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A Rubric for Recovery Software, Scored on a Bad Month

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How Long Should You Chase a Failed Payment?
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How Long Should You Chase a Failed Payment?

#analytics #operations #saas
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3 min read
When Smart Retries End, the Stripe Case File Begins
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When Smart Retries End, the Stripe Case File Begins

#backend #fintech #saas
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The Best Billing Email Is the One Inside the Product
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The Best Billing Email Is the One Inside the Product

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Every Channel You Own Reaches a Different Customer
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Every Channel You Own Reaches a Different Customer

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On Shopify, a Failed Renewal Wears the Store's Own Clothes
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On Shopify, a Failed Renewal Wears the Store's Own Clothes

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Recharge Renewals Fail in the Space Between Two Systems
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Recharge Renewals Fail in the Space Between Two Systems

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The Cancel Flow Audit You Can Do in One Sitting
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The Cancel Flow Audit You Can Do in One Sitting

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Launching Dunning Is a Checklist, Not a Switch
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Launching Dunning Is a Checklist, Not a Switch

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3 min read
The Card Number Your Customer Replaced Without Telling You
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The Card Number Your Customer Replaced Without Telling You

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3 min read
Most Dunning Tests Prove Nothing, Because Nobody Wrote Down What Would Count
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Most Dunning Tests Prove Nothing, Because Nobody Wrote Down What Would Count

#analytics #saas #testing
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3 min read
Your Decline Report Is a Diary You Never Read
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Your Decline Report Is a Diary You Never Read

#analytics #operations #saas
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A Cancel Flow That Cannot See the Card Is Half a Flow
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A Cancel Flow That Cannot See the Card Is Half a Flow

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When One Stripe Account Stops Being the Whole Business
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When One Stripe Account Stops Being the Whole Business

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Two Billing Engines, Two Different Renewal Problems
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Two Billing Engines, Two Different Renewal Problems

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A Recharge Card Update Should Wake the Charge Up
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A Recharge Card Update Should Wake the Charge Up

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One Retry Schedule for Every Decline Is a Category Error
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One Retry Schedule for Every Decline Is a Category Error

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Fewer Failures Beat Better Apologies
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Fewer Failures Beat Better Apologies

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Two Ways to Buy Recovery: A Sales Process, or a Switch You Flip
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Two Ways to Buy Recovery: A Sales Process, or a Switch You Flip

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A Stripe Decline Code Is a Sentence, Not a Verdict
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A Stripe Decline Code Is a Sentence, Not a Verdict

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Stripe Tells You More About a Failed Payment Than the Dashboard Shows
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Stripe Tells You More About a Failed Payment Than the Dashboard Shows

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The Subscribers You Lose Without a Decision Being Made
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The Subscribers You Lose Without a Decision Being Made

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3 min read
Recurly Handles the Invoice. The Gaps Are Human-Sized.
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Recurly Handles the Invoice. The Gaps Are Human-Sized.

#product #saas #software
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3 min read
Smart Retries Are a Good Start. They Are Not a Recovery System.
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Smart Retries Are a Good Start. They Are Not a Recovery System.

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3 min read
Walk One Loop Renewal From Failure to Finish
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Walk One Loop Renewal From Failure to Finish

#backend #product #saas
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3 min read
Four Emails, Four Different Jobs: Teardown of a Recovery Sequence
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Four Emails, Four Different Jobs: Teardown of a Recovery Sequence

#copywriting #product #saas
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3 min read
The Reply Is the Metric Nobody Puts on the Dunning Dashboard
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The Reply Is the Metric Nobody Puts on the Dunning Dashboard

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Who Retries on Day Seven? Owning the Recharge Handover
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Who Retries on Day Seven? Owning the Recharge Handover

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An Insufficient Funds Decline Is a Calendar Problem Wearing a Balance Problem's Coat
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An Insufficient Funds Decline Is a Calendar Problem Wearing a Balance Problem's Coat

#backend #saas #softwaredevelopment
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3 min read
Price Payment Recovery Software by What It Keeps, Not What It Quotes
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Price Payment Recovery Software by What It Keeps, Not What It Quotes

#saas #software
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3 min read
Choosing a Dunning App Inside Shopify: Five Checks Before You Install
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Choosing a Dunning App Inside Shopify: Five Checks Before You Install

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The Denominator Audit: Why Most Recovery ROI Numbers Are Too Kind
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The Denominator Audit: Why Most Recovery ROI Numbers Are Too Kind

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Revenue Recovery Is the Outcome. Failed Payments Are the Work.
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Revenue Recovery Is the Outcome. Failed Payments Are the Work.

#product #saas #software
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3 min read
Choosing Stripe Dunning Software Is Choosing What Happens After Stripe Stops
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Choosing Stripe Dunning Software Is Choosing What Happens After Stripe Stops

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How Long Should a Dunning Cycle Last? Reconstruct One Before You Extend It
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How Long Should a Dunning Cycle Last? Reconstruct One Before You Extend It

#analytics #operations #saas
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3 min read
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