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Billing

Recovering failed payments

How one team described it:
“When a card payment fails in Stripe, we retry it and email the customer a link to update their card. After a week the account manager calls, and after 21 days we pause the account and tell finance.”
  • Stripe
  • Customer.io
  • Intercom
  • HubSpot
  • Slack
  • Xero
4 run on their own3 stay with people

Typically saves 4–6 h a week

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BillingRecovering failed payments
Process description
Trigger
A subscription payment fails in Stripe
Outcome
Most failed payments are recovered and nobody loses access by surprise.
Tools
StripeCustomer.ioIntercomHubSpotSlackXero
Steps
  1. 1
    Retry the payment on a scheduleBilling, tool Stripe
    Can be automated
  2. 2
    Email a card update linkBilling, tool Customer.io
    Can be automated
  3. 3
    Show a banner in the appProduct, tool Intercom
    Can be automated
  4. 4
    Call high-value accountsAccount manager, tool HubSpot
    Stays with a person
  5. 5
    Decide on a payment planHead of finance, tool Slack
    Stays with a person
  6. 6
    Pause the account after 21 daysBilling, tool Stripe
    Can be automated
  7. 7
    Write off or send to collectionHead of finance, tool Xero
    Stays with a person

Want this process in your company?

Make this process yours

Orbox starts from this example and asks how your team does it.

No developer? Work with an Orbox Partner

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