SaaS & Subscriptions · Customer since 2025
Parcelwise
A shipping-software subscription business cut failed renewals by keeping stored card details current.
- involuntary subscription churn
- −31%
- first-attempt renewal success
- +4.6 pts
- stored cards on network tokens
- 84%
Illustrative figures for a fictional customer.
The challenge
Parcelwise bills small retailers in the US, Canada and the United Kingdom every month. Around one in twelve renewals failed on the first attempt, most often because a card had expired or been reissued.
Each failed renewal started an email sequence and, too often, a cancelled account from a customer who had never meant to leave.
The solution
Stored cards were migrated to network tokens, which issuers keep up to date when a card is replaced. For cards not yet eligible, Account Updater checks for new details before each billing run.
Remaining declines are retried on a schedule tuned to the decline reason, rather than all at once on the renewal date.
Most of our churn was cards expiring, not customers leaving. Fixing that was mostly plumbing.