Recovered Customer Retention

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Coming Soon

This report will be available in the FlexPay Portal starting April 15. You’re viewing early-access documentation intended to help you prepare for the upcoming release.

The Recovered Customer Retention report provides a visual breakdown of how long recovered customers continue to generate value after a failed payment is successfully recovered. By tracking each recovery cohort over time, this report helps you understand the duration and consistency of retained revenue at the customer level.

By default, the report shows data from the last 12 months, and all values are converted to USD. You can filter the report by company or currency using the controls in the top-right corner.

A heatmap-style table illustrates how recovered customer cohorts retain over time, measured month by month. Each row represents a recovery cohort (customers whose payments were recovered in a given month), and each column represents a calendar month of observed retention.

Key Elements:

• Recovery Start Date: Indicates when the cohort’s failed payments were successfully recovered.
• Months of Retention: Shows the total number of retained customer-months for the entire cohort. This is a sum of all the values in that row.
• Monthly Columns (e.g., Jan '24, Feb '24, etc.): Each cell shows the estimated number of customers from that cohort who are still active in a given calendar month. Retention for the recovery month is based on observed data; all subsequent values are modeled estimates based on expected customer lifetime.

When you hover over a specific cell in the chart, a tooltip shows the number of customers from a given recovery cohort who are retained in a specific calendar month.

• The value shown when hovering over the recovery month (e.g., May 2024 for the May 1 – May 31, 2024 cohort) shows the actual number of customers recovered during that period, based on observed data.

• The values shown for subsequent months (e.g., July 2024 for the May cohort) shows the estimated number of customers from that original cohort still active in that month. These values are modeled using customer lifetime.

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Important

The charts only includes cohorts whose recovery started within the last 12 months. Any projected value from earlier cohorts is excluded.

Projected value is only displayed up to the current calendar month. Any value expected beyond the current month is not shown in the charts