How Harrow & Pike found the churn hiding in failed cards
A coffee subscription with 40,000 members traced a third of its churn to expired cards, then fixed it with one retry rule.
−31%
involuntary churn in two quarters
Industry
Subscription retail
Sources connected
Billing · CRM · Support desk · Product events
The question
Churn had crept from 3.1% to 4.4% a month. The growth team had already rewritten the cancellation flow twice.
What the answer showed
Asked why members left, Warpyn joined billing, support and product events and found that 36% of churned members had never cancelled: their cards expired and three retries failed within 48 hours.
What changed
A seven-day retry schedule and a one-tap card update email. Involuntary churn fell 31% across the next two quarters.
We thought we had a loyalty problem. Warpyn showed us it was a card-expiry problem, and it took one question to see it.
Maren Solberg, Head of Growth
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