Template
Sent on day 7 after two prior emails did not work. The customer has ignored both. This email is not about payment mechanics anymore - it is about what they are about to lose. Goal: make the loss concrete and offer a clean exit if they want out.
A/B test these. Lowercase, question format, and specific-time framings consistently win.
You are about to lose access to {{product_name}}{{first_name}}, one week until your account pausesHeads up - {{product_name}} access ends {{suspension_date}}One week left on your {{product_name}} accountHi {{first_name}},
Your {{product_name}} account will be suspended on
{{suspension_date}} if we cannot process your payment.
Just to make sure you know what that means for you:
- {{usage_stat_1}} (e.g., "Your 14 active workflows will stop running")
- {{usage_stat_2}} (e.g., "Your team of 6 will lose access")
- {{usage_stat_3}} (e.g., "Exports and integrations will pause")
We would hate to interrupt your work over a card issue. If you are
planning to stay, one click fixes it:
→ {{secure_update_link}}
If you are planning to leave, let me know and I will make sure the
offboarding is clean - exports, data, the works.
- {{sender_first_name}}
{{sender_title}}, {{product_name}}Variables in {{like_this}} should be replaced with your merge fields.
Personalized usage stats make the loss concrete and tangible. The sender title (e.g., "Founder") adds weight and signals this is not a robot. Offers both a clean stay and a clean exit, treating the customer with dignity. The offboarding offer often triggers replies that become win-back conversations.
List the plan features they will lose access to instead. "Your unlimited exports, team seats, and integrations will pause on {{date}}" works almost as well as personalized stats.
If you are the founder, yes - customers respond strongly to founder-signed emails at this stage. If not, use a senior Customer Success or Support title. Avoid generic billing@ signatures.
Automate this with Rebounce
Rebounce detects payment failures via Stripe Connect, classifies them by decline code, and runs the optimal dunning sequence across email, SMS, WhatsApp, and in-app banners. The templates above are the exact patterns Rebounce uses out of the box - you can adapt the copy to your brand voice and Rebounce handles delivery, timing, and sequence cancellation when a retry succeeds.
Start free trialSent on day 3 after the friendly heads-up did not recover the payment. The customer has ignored the first email. Goal: be direct without being aggressive, and preempt silent churn.
Sent on day 14 after all retries and prior emails have failed. The grace period is over. Goal: close cleanly, preserve goodwill, and leave the door open for reactivation. A well-done final notice is often the best win-back hook you have.
Sent 30-60 days after a subscription was cancelled due to failed payments. The customer has had time to decide whether they want to come back. Goal: re-engage with a specific reason (new feature, usage-relevant improvement) and remove friction to reactivate.