> For the complete documentation index, see [llms.txt](https://docs.reachplatform.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.reachplatform.com/customizations-and-bolt-ons/custom-dunning-policy.md).
# Custom Dunning Policy
Configure a custom dunning policy for your MVNO brand, including suspension, disconnection, payment retries, and request requirements.
### Overview
Configure how Reach handles overdue customer payments for your MVNO brand.
Set suspension timing, disconnection timing, and payment-retry behavior for your brand.
{% hint style="info" %}
Reach configures and updates this brand-level policy. Submit a completed request for initial setup or changes.
{% endhint %}
{% columns %}
{% column %}
#### You define
* Suspension and disconnection timing
* Payment retry rules
* Segment-specific requirements
{% endcolumn %}
{% column %}
#### Reach validates
* Platform timing constraints
* Required policy inputs
* Final configuration before activation
{% endcolumn %}
{% endcolumns %}
### Configure your dunning policy
Use these controls to define the payment journey.
| Parameter | What it controls |
| ---------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Suspension (optional status) | Days after a missed payment when the account is suspended. During suspension, data, voice, and text are restricted.
Emergency and carrier calls remain available. Applies at the Group Account level.
|
| Disconnection | Days after suspension when the account is fully disconnected. Must be greater than the suspension day and be before the next billing date. |
#### Payment retries
| Parameter | What it controls |
| ------------------- | ------------------------------------------------------------------------------------------------------------------------ |
| Payment Retry Logic | Retry attempts and intervals by payment failure code. Reach uses recommended defaults unless custom rules are requested. |
{% hint style="warning" %}
Important: Allow adequate lead time when submitting configuration requests, particularly ahead of billing cycle changes or launch dates. Contact your Reach account team for current processing turnaround times.
{% endhint %}
### Submit or update a policy
{% stepper %}
{% step %}
#### Complete the template
Provide the policy values below. Add a row set for each customer segment.
{% endstep %}
{% step %}
#### Submit the request
Send the completed request through your standard project or support channel.
{% endstep %}
{% step %}
#### Review and activation
Reach validates the request, applies the configuration, and confirms activation.
{% endstep %}
{% endstepper %}
For changes, submit a new request with each revised parameter. Changes apply on a go-forward basis.
### Dunning policy request template
Enter one value per row.
| Parameter | Brand input |
|---|
| Suspension Day | e.g., Day 5 |
| Disconnection Day | e.g., Day 30 |
| Payment Retry Rules | Custom rules by failure code, or use Reach defaults |
### Dunning policy rules and constraints
Reach validates all submitted values before applying configuration.
#### General rules
* The disconnection day must always be greater than the suspension day.
* Suspension and disconnection actions apply at the Group Account level, not at the individual line level.
* Disconnection day must always occur before the upcoming bill cycle.
* During suspension, data, voice, and text services are restricted. Emergency (911) and carrier (611) calls remain accessible.
#### Payment retry logic
Reach applies pre-validated recommended retry values for common payment failure codes by default. Brands requiring custom retry behavior for specific codes should include those details in their request.
{% hint style="warning" %}
Important: Excessive retry attempts on certain failure codes — such as insufficient funds — can result in repeated bank charges and a poor subscriber experience. Reach will flag any potentially problematic retry configurations during the review process and recommend alternative configurations
{% endhint %}
{% hint style="info" %}
Questions or clarification? Reach out to your respective account manager or email us at for help and support.
{% endhint %}
---
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