Failed payment email templates
Most failed payments aren't customers trying not to pay, they're expired cards and bank fraud checks. This template treats it that way: it says the card was declined, gives the one link they need, and sets a calm, specific deadline before anything changes. It's for the personal reply when a customer writes in, or for a key account where an automated dunning email would feel cold.
;cs-card-failed;cs-card-failed in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
For a long-time customer or a small business you know by name.
For the last reminder before the account is paused.
When to use it
- A customer writes in confused about a failed charge or a billing warning.
- A key account's payment failed and you want a person, not a system, to tell them.
- The automated reminders haven't worked and it's time for a final personal note.
What to avoid
- Don't use words like "overdue" or "debt" for a first failed charge.
- Don't threaten deletion if your policy is to pause. Be exact about what happens.
- Don't ask for card details by email. Always send the secure billing link.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Customer name
{fill:Customer name} - Their first name.
- Amount
{fill:Amount} - The failed charge, with currency.
- Plan name
{fill:Plan name} - The plan or product, e.g. "your Team plan".
- Billing link
{fill:Billing link} - The secure page where they update their payment method.
- Date in 7 days
{date+7} - Inserts the date 7 days from today, worked out when the snippet expands. Useful for deadlines and return dates.
- Your name
{fill:Your name} - Your first name.
- Date in 2 days
{date+2} - Inserts the date 2 days from today, worked out when the snippet expands. Useful for deadlines and return dates.
Tips
- •{date+7} gives a one-week grace period. Match it to whatever your billing system actually does.
- •Retext never expands a snippet into a password field. Card number boxes are ordinary text fields, though, so check where your cursor is before typing a trigger in a billing dashboard.
- •For invoiced customers, swap the billing link for a line about sending a new invoice.
Works in Gmail, Help Scout, Stripe dashboard, Intercom and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
Billing wording is a classic place for agents to improvise. A shared, owner-edited snippet keeps grace periods and consequences identical across the team.
See Retext for TeamsQuestions
How do you tell a customer their payment failed?
Calmly and specifically: the amount, the likely reason, a link to update the card, and the date when anything will change. Most failures are expired cards, so avoid an accusing tone.
How long should the grace period be after a failed payment?
Common choices are 7 to 14 days with two or three reminders. Whatever you pick, state the exact date in the email.
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Type ;cs-card-failed, get the whole reply
Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.
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