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Failed payment recovery for your regular customers

Reviewed by: The Ruunly team. Last reviewed .

Cards expire and decline. Chasing a regular customer for money feels awkward. Ruunly does the first ask for you. It emails the customer a button to update the card. Then it shows you who still owes.

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What happens when a payment fails

  1. The charge fails and the plan moves to past due.
  2. The customer gets an email with an "Update payment method" button.
  3. The button opens the customer portal, where they can enter a new card.
  4. Stripe may try the charge again. Ruunly does not promise a retry schedule.
  5. If a payment goes through, the plan goes back to active and the customer gets a receipt.

The customer is emailed once per attempt. Later emails can be firmer.

What the customer sees

The email tells the customer the payment did not go through. It has an "Update payment method" button. The button goes to the customer portal, where "Manage payment method" lets them put in a new card. The wording can differ by attempt. On Pro and Growth the body of the email may be written by AI in your business voice. The button stays.

What you see

The Payment Recovery page shows how much you recovered this month and this year. It has a chart. Below that is a list of failed payments. Each one is marked Recovered or Still failing. Each one has a retry button, so you can try an invoice again by hand once a customer says they fixed the card.

Every Monday morning you also get a summary email. It shows the amount recovered and how many payments are past due.

When it works

When a payment goes through, the customer gets a receipt email. The plan returns to active. That email is on by default.

Five steps when a card fails

  1. Open Payment Recovery.
  2. Check the Still failing list.
  3. Hit the retry button once the customer says they updated the card.
  4. Read the weekly email on Monday.
  5. Call anyone who is still failing. Billing is covered on the recurring billing page.

The math of a missed month

Take 20 customers at $100 a month. That is $2,000 a month billed. One card fails this month. That is $100 sitting unpaid. It is 5% of the month.

If the customer fixes the card and the payment goes through, the dashboard marks it Recovered and the customer gets a receipt. If not, it stays in the Still failing list. You have one name to call instead of twenty to check.

This is an example. It is not a promised recovery rate. Ruunly shows you your own numbers on the Recovery page.

Autopay and failed payment recovery come with the plans. See pricing, or compare recurring plans on every tier. The plan side is on service plans.

Questions

Does the customer get told when their card fails?

Yes. They get an email with a button to update their payment method. The wording can differ by attempt and by plan.

Do I have to retry the charge myself?

Stripe may try the charge again by itself. You can also retry an invoice by hand from the Payment Recovery page.

How do I know what is still unpaid?

The Payment Recovery page lists each failed payment as Recovered or Still failing. A weekly email sums up the week.

What happens when the payment finally goes through?

The plan goes back to active and the customer gets a receipt email.

Find your trade

Four examples. The features page lists all 12 trades.

Get paid without the awkward call

Recovery comes with the plans and autopay. Start free on Starter with no card.

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