Recovery Software Must Serve Both Merchants and Their Customers

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Recovery software has two audiences: the merchant who signs the contract and pays, and the merchant's customer who experiences the emails and update links. The author argues that every surface, including dunning emails, save offers, and reports, is read by both groups, so designing for only one risks losing the other. The customer's impression of how a business handles problems can determine whether they stay. The author's product, Swipe Again, uses the merchant's branding so the customer never encounters the software directly. Success, in this view, means the subscriber feels the company handled a payment hiccup gracefully, with the recovery machinery kept invisible.

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