The Payment Recovery dashboard in Stay's merchant portal shows you data about subscriptions currently in dunning, top causes of failed billing, recoveries and dunned subscriptions cancelled per day, your daily first time billing failure rate, subscription recoveries, and subscriptions canceled from and during dunning.

Dunning is the process of recovering a subscription after a billing attempt fails. Stay AI offers tools for automatically retrying payment methods under your Billing Settings.

Each time a payment fails, the failure is recorded in the Billing Failures tab, and Stay AI creates a Recovery ID or applies the failure to an existing Recovery ID on that subscription.

Each recovery is tracked by a Billing Recovery ID which is recorded in our Payment Recovery Dashboard until a subscription is recovered or cancelled.

A subscription can fail to bill and recover OR fail to bill, get cancelled, and be reactivated multiple times in a time period. By tracking each recovery to it's conclusion we can show each one of these events for all subscriptions instead of just relying on what is currently happening or last happened for analytics. This gives you the clearest picture of what is happening when your payment processor declines a subscription.

When you first open the Payment Recovery page, we display the last two months of data (*except for the Subscriptions in Dunning graph).

At a glance, we highlight the number of times subscriptions have been recovered after failed billing, the total revenue captured from those recoveries, and the number of "Out of Stock" billing errors during the selected time period.

This graph shows the total number of subscriptions currently in dunning in your store, grouped by how many times they've failed since their last successful billing attempt. This allows you to monitor the current health of your recovery process.

*This graph is not affected by the date range to provide you with the most current data.

The export for this graph contains the following information.

This pie chart aggregates the error message data from the Billing Failures table into an easy-to-digest format. It highlights the top nine reasons for billing failures and groups the remaining reasons into a tenth slice titled "Other."

For most stores, the top error messages typically are "Your card was declined" and "Your card has insufficient funds."

You’ll likely also see a message titled "credit_card_not_found," which is a generic message from Shop Pay. While the exact origin of the error isn't always clear, Shopify has informed us that it typically indicates the card is either expired, has insufficient funds, is not supported, or has information that doesn't match with the bank's records.

The Recoveries and Cancellations By Day graph displays the number of attempted recoveries that ended in a successful billing or cancellation (through dunning auto-cancel OR by a user).

The Cancellations are separated into two categories:

The First Time Billing Failure Rate Graph shows average and daily percentages of recurring billing failure on first attempt.

Subscriptions that enter dunning are found by looking at the Billing Failures with a Date of Initial Failure which match the date of the Billing Failure.

Existing subscriptions that are successfully billed without entering dunning represent the other first time.

The formula is calculated by:

“Billing Recovery IDs Generated AKA Subscriptions that Entered Dunning”

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(“Billing Recovery IDs Generated or Subscriptions that Entered Dunning” + Recurring Orders - Recoveries)

We focus on first-time billing attempts because they provide a clearer measure of payment success. As shown in the Recovery by Attempt and Dunned Subscriptions Cancelled graphs, subscriptions in dunning generate a high volume of failures, with many never recovering. Including these failures inflate your overall failure rate without offering meaningful insights into initial billing success, which is the more critical metric.

The export for this graph contains the following information.

The Recovery by Attempt graph shows the number of recoveries (successful billing attempts following failures) grouped by the number of failed billing attempts before the subscription was recovered.

The export for this graph contains the following information.

The Dunned Subscriptions Cancelled graph shows the number of cancellations for subscriptions in dunning, grouped by the number of failed billing attempts before the subscription was canceled. The bars are also segmented by Manual Cancel and System Cancel.

The export for this graph contains the following information.