Intended Audience:
Billing Teams and Customer Retention Specialists
When to Use:
When a recurring credit card charge fails due to expiration or card decline.
Prerequisites:
PCI-DSS compliant customer billing portal link and payment gateway webhook integration
Format & Access:
Open Markdown / Direct Copy (No form gating)
Actionable Resource ContentLast Reviewed: September 2026
## Smart Dunning Sequence Protocol
### Email 1: Gentle Operational Heads-Up (Send Immediately)
- **Subject:** Update needed for your [Company] payment method
- **Tone:** Helpful, polite, assuming technical glitch or expired card.
- **Core Link:** Direct authenticated link to secure hosted billing portal.
- **Rule:** Never ask for card numbers in plain text.
### Email 2: Continuity Reminder (Send Day 3)
- **Subject:** Please update your billing details to maintain uninterrupted service
- **Focus:** Highlight work or projects currently active in the account.
### Email 3: Service Pause Warning (Send Day 7)
- **Subject:** Urgent: Your [Product] account will be paused in 3 days
- **Focus:** Clear explanation of when access will be restricted and how to resolve.
### Email 4: Personal Support Escalation (Send Day 12)
- **Subject:** Can we help with your [Company] account?
- **Tone:** Plain-text personal email from customer success supervisor offering flexible payment terms or invoice alternatives.