Failed Payment Dunning

Webhook fires when a payment fails or a retry attempt is unsuccessful. The event includes customer ID, amount, and failure reason.

The automation queries to retrieve the customer's name, email, subscription plan, and contact history. It also checks the number of prior dunning attempts.

The automation evaluates the failure reason, customer lifetime value, and prior contact attempts to decide whether to send an immediate reminder, wait for a retry, or escalate to the customer success team.

Sends a templated, personalized reminder email with the customer's name, failed amount, and a link to update their payment method. The email is logged.

Is instructed to automatically retry the payment after 3 days. If the retry succeeds, the process ends. If it fails again, a second reminder is queued.

The automation records the reminder send date, customer response status, and next action for audit and reporting purposes.

If a customer fails two reminders, notifies the customer success team with the customer name, account value, and recommended action (retry, suspend, or manual outreach).