Payment Failure Recovery Playbook

💳 Card Declined

Insufficient funds, card restrictions, or bank decline

card_declined

⏰ Expired Card

Card past expiration date

expired_card

🔢 Incorrect CVC

Security code mismatch

incorrect_cvc

🚫 Processing Error

Stripe or bank processing issue

processing_error

📋 Recovery Workflow

Immediate Response (0-1 hour)

Log failure, trigger retry attempt, send silent notification to admin dashboard

Customer Notification (1-24 hours)

Send gentle email with payment update link. Include "it happens" messaging.

Retry Sequence (Day 1, 3, 5, 7)

Smart retries with escalating urgency. Use different cards if on file.

Human Touch (Day 7-14)

Personal outreach for high-value accounts. Phone call or video message.

Grace Period & Retention (Day 14-30)

Extend grace period, offer alternative payment methods, win-back discount.

📧 Email Templates

Gentle Reminder (Day 1)

Hi {{name}},

Your recent payment for {{product}} didn't go through. This usually happens when cards expire or get replaced.

Good news: your account is still active. Update your payment method here:
{{update_link}}

Questions? Just reply.

— {{company}}

Urgent Notice (Day 7)

Hi {{name}},

This is our final notice. Your account will be suspended in 24 hours if payment isn't updated.

Update now: {{update_link}}

Need help? Call us: {{phone}}