---
title: "VEED Case Study — 14,000 Failed Payments Recovered, 5,000 Customers Retained"
description: "How VEED recovered 14,000 failed payments and retained 5,000 cancelling customers with Churnkey's cancel flows, dunning offers, and A/B testing."
canonical: "https://churnkey.co/case-studies/veed"
category: "case-study"
related:
  - /case-studies/index.html.md
  - /feature/cancel-flows.html.md
  - /feature/payment-recovery/index.html.md
  - /feature/customer-insights-ai.html.md
last_updated: "2026-02-25"
---

# How VEED Recovered 14,000 Failed Payments and Retained 5,000 Cancelling Customers

## Company

VEED is making video editing accessible to all. Unlike traditional video editing products, VEED focuses on accessibility and ease of use, and they are building tools in line with the type of content we consume today. VEED launched in 2018, generated over $7 million in annual revenue in just four years, and raised $35 million from Sequoia. TechRadar hailed VEED as "an excellent selection of well-designed tools."

## The Challenge

Alongside subscriber growth, VEED built a robust community and product, but churn was quickly becoming an issue. Despite their progress, success required endurance, and the team had to figure out how to maintain everything they'd built.

> "Despite our progress, as we all know, success isn't a place, it's a matter of endurance. We had to figure out how to maintain everything we'd built."
> — John Hamilton, Principal Product Manager at VEED

## The Solution

VEED and Churnkey got to work across multiple time zones, setting up shared Slack channels to collaborate across product, data, and support teams. The partnership focused on three areas:

1. **Personalized Cancel Flows** — Designed and iterated cancellation experiences that reflected VEED's values. No tricks, no games — just thoughtful retention.
2. **Payment Recovery** — Churnkey piped greenfield data into VEED's data warehouse via webhooks while recovering failed payments using novel features like Dunning Offers and Intelligent Retries.
3. **Cancel Flow A/B Testing** — Embracing VEED's culture of experimentation, Churnkey ran cancel flow A/B tests to analyze copywriting, segmentation, personalization, and offer types.

> "The goal of a company is to make a product that people love. That's why working with Churnkey has been so crucial for VEED as a product. The aggregated data from our customers opened the doors for us to discover new features customers wanted but still needed improvement."
> — John Hamilton, Principal Product Manager at VEED

## The Results

- **14,000 failed payments recovered** utilizing Dunning Offers and Intelligent Retries
- **5,000 cancelling customers retained** from tailored discounts and pause options
- **35% increase in save rate** from continuous iteration on copywriting and offers

> "The only way to do a startup right, or any company for that matter, is to surround yourself with great people. And it seems Churnkey has the same ethos. Working with their team is a pleasure."
> — John Hamilton, Principal Product Manager at VEED

## Churnkey Products Used

- [Cancel Flows](/feature/cancel-flows.html.md) — Personalized retention experiences with A/B testing
- [Payment Recovery](/feature/payment-recovery/index.html.md) — Dunning Offers and Intelligent Retries
- [Feedback AI](/feature/customer-insights-ai.html.md) — AI-powered feedback analysis
- [Webhooks](/feature/webhooks.html.md) — Data piped into VEED's data warehouse

## Related

- [All Case Studies](/case-studies/index.html.md) — More customer success stories
- [Cancel Flows](/feature/cancel-flows.html.md) — Core retention feature
- [Payment Recovery](/feature/payment-recovery/index.html.md) — Failed payment recovery
- [Webhooks](/feature/webhooks.html.md) — Real-time data integration