LostChurn Docs

Understand LostChurn's core recovery metrics — recovery rate, MRR saved, time-to-recover, and breakdowns by decline category and payment processor.

Recovery metrics tell you how effectively LostChurn is turning failed payments into recovered revenue. This page explains each metric, how it is calculated, and how to use it to improve your recovery program.

Recovery Rate

Recovery rate is the percentage of failed payments that were successfully recovered within the selected time period.

Recovery Rate = Recovered Count / Total Failed Count

This is computed from the analytics_rollup table, which aggregates failed and recovered counts per period. The KPI card on the Analytics dashboard displays this as a percentage, and the recovery trend chart plots it over time.

What is a Good Recovery Rate?

Benchmark	Recovery Rate
Industry average (no tooling)	15 -- 25%
With basic dunning	25 -- 35%
With LostChurn (typical)	45 -- 60%
LostChurn average	65%+
Top performers	60 -- 70%

If your recovery rate is below 40%, review your retry strategies and make sure you have active campaigns for Hard Customer declines.

MRR Saved

MRR Saved (Monthly Recurring Revenue Saved) is the dollar amount recovered within the selected period. On the dashboard, this appears as the Total Recovered KPI card.

MRR Saved = Sum of recovered_cents across all rollup periods / 100

The Projected Annual Revenue card extrapolates this to a 12-month run rate:

Projected Annual Revenue = MRR Saved (current period) * (365 / period days)

The Revenue Impact Calculator at the top of the Analytics page also factors in your average customer lifetime value to estimate long-term revenue impact beyond the initial recovered payment.

Tracking MRR Saved Over Time

Use the recovery trend chart with the 30d or 90d date range to see how your recovered revenue evolves month over month. Toggle Compare previous period to quickly spot whether you are recovering more or less than the prior period.

Time-to-Recover

Time-to-recover measures the average elapsed time from when a payment fails to when it is successfully recovered.

Avg Recovery Time = Sum of avg_recovery_hours across rollup periods / number of periods with data

The dashboard displays this in days on the KPI card. The underlying analytics_rollup table stores it as avg_recovery_hours for finer granularity.

Why Time-to-Recover Matters

Faster recovery means:

Less churn risk — The longer a payment stays failed, the more likely the customer cancels or disengages.
Better cash flow — Recovering in 2 days instead of 10 keeps your revenue predictable.
Lower dunning fatigue — Fewer messages are sent when payments recover quickly through silent retries.

Optimizing Time-to-Recover

Strategy	Impact
Enable ML-optimized retry timing	Retries fire at the statistically best hour and day
Add backup payment methods	Immediate fallback when the primary method fails
Shorten campaign step delays	Reach the customer sooner when action is required
Use SMS for urgent declines	SMS has higher open rates and faster response times than email

See Retry Strategies for detailed configuration.

Recovery by Decline Category

The decline code breakdown chart shows failed payment volume grouped by the raw decline code (e.g., insufficient_funds, expired_card, do_not_honor). Use the Decline Category filter to narrow the view to a specific category:

Category	Typical Recovery Rate	Primary Strategy
Soft Retry	50 -- 70%	Silent retries with ML timing
Hard Customer	20 -- 35%	Dunning campaigns prompting card update
Terminal	0%	Marked unrecoverable immediately
Unknown	15 -- 25%	Treated as Hard Customer by default

Click any bar in the decline code chart to open the Decline Code Detail sheet, which shows the full description, retry eligibility, maximum retries, and cooldown period for that code.

If you see a high volume of Unknown declines, check your decline code mappings. Unmapped codes default to Hard Customer behavior, which may not be optimal.

Recovery Attribution by Method

The Channel Attribution donut chart and the attribution data table break down recovered payments by the method that drove the recovery. LostChurn uses last-touch attribution with engagement awareness -- it credits the most recent interaction that the customer engaged with before the payment succeeded.

Recovery Method	Description
Silent Retry	Automatic retry succeeded without any customer contact
Dunning Email	Customer received a dunning email and subsequently updated their payment or the retry succeeded
Dunning SMS	Customer received an SMS notification and subsequently took action
Self-Service	Customer clicked a link in a dunning message and updated their payment method via the customer portal
Backup Method	Recovery succeeded by charging a backup payment method on file
Organic	Payment recovered without any LostChurn intervention (customer updated their card independently)

Each attribution record tracks whether the customer engaged (opened or clicked a dunning message) before the recovery, linking the recovery to a specific communication log entry when applicable. For a detailed breakdown, see Engagement Analytics.

Reading the Attribution Table

The recent attributions table at the bottom of the Analytics page shows the 20 most recent recoveries with:

Payment ID — Links to the payment detail view
Recovery Type — The attributed channel
Amount — The recovered dollar amount
Confidence — Attribution confidence percentage
Date — When the recovery was confirmed

30d vs. previous 30d — Best for spotting recent changes after you adjust campaign settings or retry timing.
90d vs. previous 90d — Useful for quarterly business reviews.
12mo vs. previous 12mo — Shows year-over-year performance, helpful for seasonal businesses.

Next Steps

Engagement Analytics — Track email delivery funnels, attribution breakdowns, and customer engagement
Campaign Performance — Analyze how your dunning campaigns contribute to recovery
Campaigns Overview — Configure and optimize your outreach sequences
Retry Strategies — Fine-tune silent retry timing for better recovery rates

Recovery Metrics