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.

Reach configures and updates this brand-level policy. Submit a completed request for initial setup or changes.

You define

• Suspension and disconnection timing
• Payment retry rules
• Segment-specific requirements

Reach validates

• Platform timing constraints
• Required policy inputs
• Final configuration before activation

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.

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.

Submit or update a policy

1

Complete the template

Provide the policy values below. Add a row set for each customer segment.

2

Submit the request

Send the completed request through your standard project or support channel.

3

Review and activation

Reach validates the request, applies the configuration, and confirms activation.

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.

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

Questions or clarification? Reach out to your respective account manager or email us at [e-mail] for help and support.