Dunning Management

What is Dunning Management?

Dunning management is a process organizations use to manage overdue customer payments. It helps identify customers who have not paid their outstanding balance or may be at risk of defaulting. It is designed to automatically send out reminders and payment requests to customers to prompt them for payment or to update their payment information, thus preventing unpaid debts from accumulating.

Dunning management typically begins with collecting customer data at the point of sale, such as an address, email, phone number, etc. This information is used to generate automatic emails, texts, or letters containing payment requests to engage customers and increase awareness of overdue invoices.


  • overdue accounts management
  • debt collection management
  • management of outstanding payments

Benefits of Effective Dunning Management

The overarching goal of dunning management is to ensure timely payments while avoiding any negative repercussions on customer relationships. By creating personalized reminders that consider each customer’s unique situation and preferences, businesses can keep late payments from turning into defaults without causing any reputational damage. 

Improves Cash Flow

One of the benefits of dunning management is improved cash flow. By automating the accounts receivable process, businesses can more effectively keep track of customer payments and better manage when they receive payments from customers. This helps them plan how to use their cash flow more efficiently, resulting in improved financial stability and decision-making. In addition, dunning management can help reduce bad debts by helping businesses identify delinquent accounts quickly and address them before they become irrecoverable.

Reduces Involuntary Customer Churn and Lost Revenue

A Profitwell study of customer churn in SaaS companies determined that 40% of overall churn is due to delinquent churn. Dunning management aims to identify customers likely at risk of discontinuing their subscription or service due to credit card expirations, limit failures, payment processing issues, or false fraud prevention. Passive churn and revenue leaks can be prevented by retrying payment processing or allowing customers to update their billing information. 

Increased Customer Satisfaction

Another benefit is increased customer satisfaction. By automating the dunning process, businesses can promptly and accurately notify customers about their overdue payments. This can help improve customer relations as customers are kept informed about the status of their accounts. This helps build trust between businesses and their customers, resulting in stronger relationships that can improve retention rates in the long run.

Improves Operational Efficiency

Finally, another benefit of dunning management is improved operational efficiency. Automating the reminders process saves businesses time while ensuring they get paid on time without manually tracking each invoice or account balance due date. Additionally, automated solutions often cut costs associated with hiring staff to undertake these tasks manually.

Automated Dunning Management

Dunning management software is designed to help organizations automate their debt collection processes, such as invoices, payment reminders, payment follow-ups, and other related tasks. Dunning management may be a stand-alone solution or a feature of billing software. With dunning management software, businesses can streamline their debt collection practices, saving time and reducing the chances of errors or missed payments.

The software uses sophisticated algorithms and data analysis techniques to determine what types of customers are most at risk for late or missed payments. It then provides detailed reports about those customers’ payment histories and financial situations that can be used for important decisions like what action to take when a customer is late on payments. The software also offers automated features like sending payment reminders via email or SMS and tracking customer responses. This helps businesses stay up-to-date with what’s happening with their customers’ accounts while they focus on running their business operations.

Ways billing software can improve customer retention through effective dunning management include:

  • sending out credit card expiration notifications
  • detecting account changes and reminding customers to update their payment information
  • automatic retry of failed or incomplete payments
  • sending renewal notifications

In addition to helping with debt collection tasks, dunning management software helps businesses create more efficient billing processes by automating routine tasks like sending out invoices and managing renewal cycles. This saves valuable staff time while ensuring accuracy in billing records. In addition, dunning automation can be invaluable in streamlining communications and creating efficiency in billing practices for larger organizations with multiple departments dealing with different types of customers.

People Also Ask

What is a dunning strategy?

A dunning strategy is a process businesses use to collect overdue accounts receivable, reduce their churn rate, and maintain a steady sales cash flow. It consists of multiple steps in which companies can contact customers and encourage them to pay their overdue payments. These processes may include sending reminder emails or letters, making phone calls, and taking legal action if necessary.

An organization’s dunning strategy aims to recover unpaid debt efficiently without damaging customer relationships and negatively impacting recurring revenue. A successful dunning process should be tailored to each customer’s situation, allowing flexibility in paying their debt while still collecting what’s owed. Some best practices for an effective dunning strategy include: setting realistic expectations, providing consistent customer communications, being flexible with payment plans, offering incentives for timely payments, and utilizing automated processes whenever possible.

How does dunning management help to recover failed payments?

An effective dunning process is essential for businesses to ensure that their customer payments are completed successfully. It involves monitoring customer accounts, tracking at-risk accounts, looking for signs of payment failures, and taking proactive steps to help customers recover missed payments. By managing the dunning process effectively, businesses can help increase the chances of recovering failed payments and reduce their losses due to late or non-payment.

When a customer fails to make a payment or misses a deadline, dunning automation helps businesses identify the problem quickly and take corrective action before it escalates. This could include sending reminders to customers about overdue payments and negotiating payment plans. Additionally, dunning can help businesses identify the causes of payment issues, such as insufficient funds, incorrect billing information, or technical issues. By addressing these issues promptly, businesses can minimize financial losses associated with late or non-payments.

What types of email notifications should be used during the dunning process?

The dunning process involves sending text or email notifications to customers about their overdue payments. This allows customers to make timely payments before the business takes additional action. Depending on the terms of the agreement, additional dunning emails may be sent at predetermined intervals if no payment has been received. These subsequent emails may contain escalating requests, deadlines for paying the bill in full, and reminders of potential consequences such as late fees or negative credit reporting.