Good morning, Sara
18 payments failed overnight and 6 subscriptions are in their final dunning step.
MRR$284,100up $6,200 this month
Active subscriptions1,284up 42 this month
Failed payments18$4,180 at risk
Net revenue retention104%trailing 12 months
Needs attention
3 open6 subscriptions at final dunning stepCancel in 3 days unless payment succeeds - $1,860 MRRAt risk
Halden Group card expiredAnnual plan, $14,400 renews 12 SeptemberExpiring card
Usage overage on 4 accountsAbove plan limit for two consecutive monthsUpsell
Recent billing activity
Monthly invoice run completed1,204 invoices, $248,900 billed
Annual plan price change appliedNew customers only, from 1 September
12 subscriptions upgraded$3,400 MRR added
Subscriptions
Every active, trialling and cancelled subscription with its billing state.
Subscriptions
| Customer | Plan | Term | MRR | Renews | Status |
|---|---|---|---|---|---|
| Halden Group | Enterprise | Annual | $1,200 | 12 Sep 2026 | Card expired |
| Kelso Logistics | Growth | Monthly | $420 | 01 Oct 2026 | Active |
| Bracken Retail | Growth | Monthly | $420 | 01 Oct 2026 | Dunning 3 of 4 |
| Marlow Foods | Starter | Monthly | $120 | 01 Oct 2026 | Active |
| Cardan Systems | Enterprise | Annual | $1,800 | 28 Jan 2027 | Active |
| Ashby Media | Starter | Monthly | $120 | - | Cancelled |
| Sanderling Health | Growth | Monthly | $0 | 14 Sep 2026 | Trialling |
Nothing matches that search.
A cancellation keeps its history - MRR movement can always be explained.
Invoices
Raised by the billing run, with tax applied by customer location.
Recent invoices
| Invoice | Customer | Net | Tax | Issued | Status |
|---|---|---|---|---|---|
| INV-24412 | Halden Group | $1,200 | $240 | 01 Sep | Payment failed |
| INV-24408 | Kelso Logistics | $420 | $84 | 01 Sep | Paid |
| INV-24402 | Bracken Retail | $420 | $84 | 01 Sep | Payment failed |
| INV-24396 | Marlow Foods | $120 | $24 | 01 Sep | Paid |
| INV-24388 | Cardan Systems | $1,800 | $0 | 01 Sep | Paid, reverse charge |
| INV-24361 | Ashby Media | $120 | $24 | 01 Aug | Credited |
Nothing matches that search.
Tax is determined by customer location and status, not by a single company-wide rate.
Failed payments
Retry schedule and what happens when it runs out. Cancellation is never silent.
Failed payments18$4,180 at risk
Recovered this month$6,94074% recovery rate
Final step6cancel in 3 days
In dunning
| Customer | Amount | First failed | Step | Next retry | Reason |
|---|---|---|---|---|---|
| Bracken Retail | $504 | 22 Aug | 3 of 4 | 03 Sep | Insufficient funds |
| Halden Group | $1,440 | 01 Sep | 1 of 4 | 04 Sep | Card expired |
| Trellis Health | $504 | 24 Aug | 3 of 4 | 03 Sep | Card declined |
| Corbel Cleaning | $144 | 28 Aug | 2 of 4 | 02 Sep | Insufficient funds |
| Vellum Print | $144 | 30 Aug | 1 of 4 | 03 Sep | Do not honour |
Nothing matches that search.
The customer is emailed at every step, and told the date access ends.
MRR movement
New, expansion, contraction and churn. Every movement ties to an event.
Opening MRR$277,9001 August
Net movement+$6,200up 2.2%
Gross churn-$4,1001.5% of opening
August 2026 movement
| Movement | Subscriptions | MRR | Share | Driver | Trend |
|---|---|---|---|---|---|
| New business | 42 | +$8,400 | 3.0% | Self-serve signups | Strong |
| Expansion | 31 | +$3,400 | 1.2% | Plan upgrades and seats | Strong |
| Contraction | 14 | -$1,500 | 0.5% | Downgrades | Steady |
| Churn, voluntary | 9 | -$2,600 | 0.9% | Cancellations | Steady |
| Churn, involuntary | 5 | -$1,500 | 0.5% | Dunning exhausted | Fixable |
Involuntary churn is a payments problem, not a product problem - it is reported separately for that reason.
Usage
Metered consumption against plan limits, with overage before it becomes a surprise.
Halden Group142%
Above plan limit for a second month
Kelso Logistics88%
Approaching plan limit
Marlow Foods34%
Well within plan
Metered accounts
| Customer | Metric | Included | Used | Overage | Action |
|---|---|---|---|---|---|
| Halden Group | API calls | 500,000 | 710,000 | $420 | Upsell |
| Trellis Health | Storage GB | 500 | 612 | $112 | Upsell |
| Kelso Logistics | API calls | 250,000 | 220,000 | $0 | Monitor |
| Cardan Systems | Seats | 100 | 104 | $80 | Auto-billed |
| Marlow Foods | API calls | 100,000 | 34,000 | $0 | Downgrade? |
Nothing matches that search.
Customers are warned at 80% and 100%, before the invoice rather than with it.
Plans and pricing
Price changes never apply retrospectively without an explicit decision.
Plans
| Plan | Monthly | Annual | Included usage | Subscribers | Status |
|---|---|---|---|---|---|
| Starter | $120 | $1,200 | 100,000 API calls | 612 | Selling |
| Growth | $420 | $4,200 | 250,000 API calls | 484 | Selling |
| Enterprise | $1,200 | $12,000 | 500,000 API calls | 142 | Selling |
| Growth (legacy 2024) | $360 | $3,600 | 250,000 API calls | 42 | Grandfathered |
| Free trial | $0 | - | 10,000 API calls | 4 | Selling |
Existing subscribers stay on their agreed price until you deliberately migrate them.
Why price changes are versioned
Silently repricing an existing customer is the fastest way to trigger a cancellation and a public complaint. A price change creates a new plan version; migrating anyone onto it is a separate, deliberate action.
- A published price cannot be edited, only superseded
- Existing subscriptions keep their agreed price indefinitely
- Migrating a cohort is explicit and reversible
- Customers are notified before a migration takes effect
- Grandfathered plans stay visible so support can explain them
- Every price change and migration is logged
Audit log
Every price change, refund and cancellation. Retained for seven years.
Events
| When | Actor | Action | Target | Source |
|---|---|---|---|---|
| 01 Sep 06:10 | System | Completed invoice run, 1,204 invoices | Billing run | scheduler |
| 01 Sep 06:20 | System | 18 payments failed, dunning started | Billing run | scheduler |
| 31 Aug 15:40 | Lena Brandt | Published Growth plan v3, new customers only | Plans | web |
| 30 Aug 11:12 | Sara Duarte | Issued credit note, reason: service credit | Ashby Media | web |
| 28 Aug 09:30 | Jonas Weber | Approved refund $420 | Bracken Retail | web |
Nothing matches that search.
Ostervall Retail
One subscription, its payments and its usage.
ActivePayment failed twiceSUB-9412 · Ostervall Retail · Growth annual · $28,800 a year
Ostervall Retail, Growth annual
The card expired in August. Two attempts failed, the dunning emails went to a finance address that bounces, and the account is still fully live on day thirty-one.
Annual value$28,800240 seats at $10
Unpaid$2,400one month, 31 days
Seats in use188 of 24078%
Customer since3 yearsnever missed before
What happened
Invoice issued1 August · $2,400
Card declined3 August · expiredFailed
Dunning email 14 August · bouncedUndeliverable
Retry10 August · same cardFailed
Dunning email 211 August · bouncedUndeliverable
Both emails bounced and nothing noticed. A bounced dunning email is a different state from an ignored one and the system treated them the same.
Who else could have been asked
finance@ · on the billing recordBounces since JuneDead
Their operations leadLogs in dailyReachable
Their account manager hereSpoke to them last weekReachable
In-product noticeNever shownNot used
Three routes to a paying customer of three years, none of them tried, because dunning only knows one address.
Plan and usage
Growth annual240 seats · $10 a seat a month
Seats in use188 · 52 unused for 6 monthsOverpaying
Renewal31 January · 4 months away
Usage overageNone · well inside limits
They are paying for fifty-two seats nobody uses. That is a renewal conversation, and having it before the failed payment rather than after would be a very different one.
New subscription
What they are buying, on what terms, and how it bills.
The subscription
Where the bills go
If it bouncesTry the account ownerShow a notice in the productDo nothing
A shared inbox alone is how a three-year customer goes thirty-one days unpaid without anybody knowing. The second question is the one that costs nothing and is usually left as Do nothing.
Proration and changes
- Adding seats mid-term charges the remainder of the period, not a full one
- Removing seats credits at the next renewal rather than immediately
- A plan upgrade takes effect the same day; a downgrade at renewal
- Every change is priced and shown before it is confirmed
The first invoice is previewed in full before anything is charged.
INV-20841
One invoice: what it charges and how it was worked out.
Overdue 31 days2 failed attemptsINV-20841 · Ostervall Retail · issued 1 August · $2,400
Invoice lines
$2,529.00| Line | Description | Qty | Unit | Period | Amount |
|---|---|---|---|---|---|
| 1 | Growth seats | 240 | $10.00 | 1–31 Aug | $2,400.00 |
| 2 | Seats added 12 July, prorated | 20 | $6.45 | 12–31 Jul | $129.00 |
| 3 | Credit, seats removed 2 July | −12 | $10.00 | At renewal | $0.00 |
| 4 | Usage above included | 0 | - | August | $0.00 |
Line 3 is a credit that shows as zero because removals apply at renewal. It is listed rather than hidden, since the customer will otherwise ask where it went.
Payment attempts
3 AugustCard expired · automaticFailed
10 AugustSame card, no update requestedFailed
Next scheduledNone · retries exhaustedStopped
Retries stopped on 10 August and nothing has happened since. Twenty-one of the thirty-one days are simply nobody doing anything.
What the customer has seen
Dunning email 14 August · bouncedNothing
Dunning email 211 August · bouncedNothing
In-product noticeNot enabledNothing
A phone callNeverNothing
As far as this customer knows, everything is fine. That is the honest reading of this column and it is why the invoice is thirty-one days old.
Dunning
Who has not paid, what was tried, and what reached them.
Overdue$184,000across 62 accounts
Dunning emails bounced1829% of accounts chased
Recovered this month$96,40052% of what was chased
Suspended4after 60 days
Overdue
18 unreachable| Account | Overdue | Days | Attempts | Emails | Reached |
|---|---|---|---|---|---|
| Ostervall Retail | $2,400 | 31 | 2, exhausted | Both bounced | No |
| Bergqvist Holdings | $18,400 | 46 | 4, exhausted | Delivered | Opened |
| Larsen Foods | $1,200 | 12 | 2 of 4 | Delivered | No reply |
| Ferreira Group | $8,600 | 62 | 4, exhausted | Bounced | No |
| Nordvik Foods | $960 | 8 | 1 of 4 | Delivered | Opened |
The Reached column is the one that matters and the one most dunning reports do not have. Two accounts here have never been told anything.
A bounced dunning email should escalate to a person, not repeat. Eighteen accounts are being emailed at addresses that do not exist, on a schedule, indefinitely.
Recurring revenue
What is growing, what is leaving, and what is only unpaid.
Monthly recurring$412,000up 4.2% on last month
New this month$28,40014 subscriptions
Churned$18,2009 subscriptions
Overdue, still counted$184,00045% of one month
Movement this month
Monthly recurring revenueNet growth is $19,400. Overdue revenue is nine times that and is counted as if it were collected, which is the number worth watching.
Why subscriptions churned
Payment never recovered4 of 9Preventable
Downgraded to a free plan2 of 9
Company closed or merged2 of 9
Chose a competitor1 of 9
Four of nine churned because a card failed and nobody reached them. Those are not lost customers in any meaningful sense; they are lost invoices.
Involuntary churn is the cheapest churn to fix and the only one that appears in the same table as the expensive kinds. Separating it is the first honest step.
Reports: activity
Volume and throughput, by owner and by plan.
Monthly recurring revenue$412,000across 684 subscriptions
Opened this month684against 9 closed
Median age-target is,
Owned by nobody18oldest is 31 days
By account manager
This quarter| Account manager | Open | Closed | Median days | Overdue |
|---|---|---|---|---|
| Bela Kovacs | 184 | $118k | 2 | 4 |
| Anouk Peeters | 168 | $104k | 3 | 6 |
| Dario Mancini | 152 | $96k | 4 | 9 |
| Freya Osborne | 162 | $82k | 6 | 11 |
| Unassigned | 18 | $12k | - | 18 |
The last column is overdue accounts. Eighteen subscriptions have no account manager and every one of them is behind.
By plan
This quarterVolume over time
12 weeksMonthly recurring revenue. The line only goes up because overdue revenue is counted in it, and $184,000 of this figure has not been collected.
Reports: performance
Against target, with the gap named.
Against target52%of chased revenue recovered
Best account managerDelivered and opened81% recovered
WorstBounced0%, nobody was ever told
Trend-6 ptson last quarter
Against target by plan
100 is the targetRecovery correlates with whether a human being learned there was a problem, and with nothing else. The bottom row is not a hard segment; it is an unread one.
What moved
Rule-derivedRecovery down 6 pointsMore bounced addresses, same dunning scheduleDown
Four of nine churns were involuntaryA card failed and nobody reached themDown
Net new revenue $19,400Against $184,000 overdue and counted as collectedWatch
Threshold rules over the figures above, not a model. Each line names the number it came from so you can disagree with it.
Reports: exceptions
What breached, what is late and what nobody owns.
Breached62accounts overdue
At risk184inside 48 hours
Unassigned18no owner at all
Reopened18closed then raised again
Exceptions
62 open| Account | Overdue | Days | Why it is stuck | Ever reached |
|---|---|---|---|---|
| Bergqvist Holdings | $18,400 | 46 | Retries exhausted | Yes |
| Ferreira Group | $8,600 | 62 | Email bounces, suspending | No |
| Ostervall Retail | $2,400 | 31 | Email bounces, card expired | No |
| Larsen Foods | $1,200 | 12 | No reply to two emails | Yes |
| Nordvik Foods | $960 | 8 | First attempt failed | Yes |
Two rows have never been told. Both are customers of several years who would almost certainly pay if a person asked them, and neither is a credit problem.
A bounced dunning email should escalate to a human being rather than repeat. Eighteen accounts are being emailed at addresses that do not exist, on schedule, until they are suspended for not answering.
People
Who has an account, and what they own.
People
20 accounts| Name | Role | Region | Last active | Status |
|---|---|---|---|---|
| Miriam Cortes | Administrator | Finance systems | 6 minutes ago | Active |
| Nils Wagner | Billing manager | Finance | 20 minutes ago | Active |
| Bela Kovacs | Account manager | Commercial | 1 hour ago | Active |
| Anouk Peeters | Account manager | Commercial | 2 hours ago | Active |
| Dario Mancini | Billing | Finance | 30 minutes ago | Active |
| Sunniva Aas | Revenue | Finance | 4 hours ago | Active |
Deactivating somebody prompts you to reassign what they own rather than doing it silently, because an unowned record is how a register rots.
Roles
What each role is scoped to and what it may approve.
Recent changes
Account managers given plan-change rightsMiriam Cortes · 1 JulyLogged
Billing credit ceiling set at $500Miriam Cortes · 8 FebruaryLogged
Role changes sit in the same audit log as record changes, because both change what somebody can do.
Why custom roles exist
- A billing clerk can credit $500 without a conversation, which covers most disputes
- An account manager can change a plan but cannot write off what is owed
- Only a billing manager suspends a subscription, and never automatically
- Nobody can delete an invoice; a cancelled invoice stays with a credit note
Roles
5 roles| Role | Type | People | Scope | Can approve to | Status |
|---|---|---|---|---|---|
| Administrator | Built in | 1 | Everything | No limit | Active |
| Billing manager | Built in | 2 | All subscriptions | Credits any amount | Active |
| Billing | Built in | 5 | All subscriptions | $500 credit | Active |
| Account manager | Built in | 8 | Own accounts | Plan changes | Active |
| Revenue | Custom | 4 | Read all, reports | - | Active |
A role carries a scope and an approval ceiling. Both are enforced on the server; hiding a button is not access control.
Permissions
Every capability against every role, as enforced.
What each role can do
10 capabilities| Capability | Administrator | Billing manager | Billing | Account manager | Revenue |
|---|---|---|---|---|---|
| View subscriptions | Yes | Yes | Yes | Own | Yes |
| Create a subscription | Yes | Yes | Yes | Yes | No |
| Change a plan or seats | Yes | Yes | Yes | Own | No |
| Issue a credit to $500 | Yes | Yes | Yes | No | No |
| Issue a larger credit | Yes | Yes | No | No | No |
| Retry a payment | Yes | Yes | Yes | Yes | No |
| Suspend a subscription | Yes | Yes | No | No | No |
| Write off a debt | Yes | Yes | No | No | No |
| Delete an invoice | No | No | No | No | No |
| Read the audit log | Yes | Yes | Yes | Own | Yes |
Enforced per query rather than by hiding controls. A scoped "yes" means the row exists but is limited, which is why some actions need a second person.
Suspension is never automatic and never a clerk decision. An account suspended by a schedule is a customer who found out by being locked out, which is the most expensive way to be told.
Notifications
What the system sends, to whom, and when.
What is sent
Payment failedTo billing and the account managerOn
Dunning email bouncedTo the account manager, to find a personOn
Retries exhaustedTo billing, with a suggested contactOn
Card expires in 30 daysTo the customer and the account managerOn
Overdue 45 daysTo the billing manager, to decide on suspensionOn
Every message names the record it is about, so a reply lands somewhere.
Quiet hours
No routine notifications20:00 to 07:00, local to the personOn
Urgent overridesAn account over $10,000 overdueOn
Weekly digestMonday 08:00On
A notification that waits until morning is one that did not work, so the override is explicit rather than a setting nobody finds.
Notification rules are yours to set. What is here is a starting point drawn from how the queue actually behaves.
Integrations
Connected systems and their sync history.
Connected
4 connectedPayment providerCards, direct debits and their failuresConnected
AccountingInvoices, credits and revenue recognitionConnected
CRMAccount owner and who to callConnected
Product usageSeats in use against seats billedConnected
Email deliveryBounces, opens and complaintsNot connected
What breaks without them
- Without email delivery a bounce looks identical to silence, which is exactly how a three-year customer went thirty-one days unnoticed
- Without the CRM there is no second person to escalate a bounce to
- Without usage the fifty-two unused seats never come up before a renewal
- Billing still runs; the collecting is what stops working
Sync history
Last 24 hours| When | Source | Records | Result |
|---|---|---|---|
| Continuous | Payment provider | 684 subscriptions | 7 failed today |
| Nightly | Accounting | $412,000 | Posted |
| 06:00 today | CRM | 684 accounts | 18 without an owner |
| 06:00 today | Product usage | 684 accounts | Current |
A sync that half-succeeded is listed as such rather than as a failure, because the records that did land still changed something.
Import and export
Bulk load and extract, with per-row validation.
Import
Validated before anything is written. A file with one bad row imports the rest and tells you which line failed and why.
Export
RangeEverythingThis yearFiltered view
Recent imports and exports
Last 30 days| When | What | Rows | Result | By |
|---|---|---|---|---|
| 1 Sep 06:00 | Import | 684 | Complete | Miriam Cortes |
| 1 Sep 18:00 | Export | 2,840 | Complete | Sunniva Aas |
| 18 Aug 10:00 | Import | 96 | 92 loaded, 4 duplicates held | Dario Mancini |
Every import is kept with its source file, so a bad load can be traced rather than argued about.