I have had several cases where the journey logic doesn't behave the way I expect it to and I am trying to figure out why. In this case I have a renewal reminder journey set up. The entry trigger is based on the "Renewal Billing" table when a new record is created containing "NAPB" in the name and with a "Benefit Status" not equal to "New":
I have two Exit criteria. One is based on the "Paid Through Date" being updated on the Renewal Billing record (I'm not sure if this is linked to the same Renewal Billing record that fired the entry trigger to the journey, but I have a condition that the record should contain "NAPB" in the name since we have two associations we manage renewals for.
The second exit criteria is based on Segment logic because sometimes people will renew with a 3-year membership, which creates a new Renewal Billing record that isn't tied to the entry trigger. This was meant to be my failsafe so that no matter what, if someone had a "Paid Through Date" more than 4 months in the future, they would exit the journey.
Now, I have a Contact who entered the journey on 3/4/2026 (renewal invoice was created) and 3/23/2026 (she upgraded to the 3-year membership and a new invoice was created.
She never exited the journey and received 2 email reminders from us to renew even though she is on the Exit Segment.
How do I go about identifying where my logic has holes? Any guidance is appreciated. As I mentioned, this isn't the first time I thought my logic was airtight and the segment or journey didn't behave as I thought.
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