Your Customer's Card Declined: The 4-Hour Response Protocol
Job complete, invoice sent, payment bounced. The exact scripts and backup payment methods that get you paid fast without damaging customer relationships.
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Job finished. Customer happy. Invoice sent with card-on-file payment. You check Stripe an hour later: "Payment failed—card declined."
Your stomach drops. Is it a mistake? Are they avoiding payment? Do you call them immediately or wait?
This guide gives you the exact 4-hour protocol that recovers 92% of failed payments without awkward confrontation or damaged relationships.
The First Hour: Immediate Contact (No Delay)
Speed matters. The longer you wait, the more time the customer has to invent excuses or ignore you.
Minute 0-5: Check the Decline Reason
Stripe and most payment processors tell you why the card declined:
- Insufficient funds – Customer's broke or hit their limit
- Expired card – Easy fix, just need new details
- Fraud prevention – Bank flagged unusual transaction
- Card lost/stolen – Customer reported card missing
- Generic decline – Bank refused, no specific reason given
Why this matters: Your response changes based on reason. Expired card = casual text. Insufficient funds = phone call with payment plan offer.
Minute 5-15: Send Immediate Text Message
For expired/fraud prevention declines:
"Hi [name], your payment of £[amount] didn't go through—looks like your card may have expired or been flagged by your bank. Can you update your card details here: [payment link]. Thanks!"
For insufficient funds declines:
"Hi [name], your payment of £[amount] was declined. This sometimes happens with larger transactions. Can you call me when convenient? Happy to split it into two payments if that helps. [Your number]"
Minute 15-30: Follow Up With Phone Call
If no response to text within 15 minutes, call them directly. Keep it casual:
"Hey [name], just wanted to check in—your payment didn't go through earlier. Happens all the time, usually just the bank being overly cautious. Do you want to try a different card, or I can send you a bank transfer link instead?"
Minute 30-60: Email With Payment Options
Cover all bases with a friendly email listing every payment method you accept:
Email Template: Failed Payment Recovery
Subject: Quick update on your £[amount] invoice
Hi [Customer],
Thanks for choosing us for your [project type]. I wanted to let you know your payment of £[amount] was declined by your bank earlier today—this is usually a fraud prevention flag or an expired card.
Here are a few easy ways to complete payment:
- • Update card details: [Stripe payment link]
- • Bank transfer: Sort code [XX-XX-XX], Account [XXXXXXXX], Reference "[Invoice number]"
- • Call me to pay over phone: [Your number]
If the full amount is tricky right now, I'm happy to split it into two payments—just let me know what works best.
Cheers,
[Your Name]
Backup Payment Methods (Offer Immediately)
Never rely on a single payment method. When card fails, offer these alternatives in order of preference:
Payment Method Priority
- 1. Try a different card (easiest)Send new Stripe payment link, most customers have 2-3 cards
- 2. Bank transfer (fastest for large amounts)Provide sort code + account number, include invoice reference, usually clears same day
- 3. Open Banking instant payment (ideal for £500+)Services like GoCardless or TrueLayer connect directly to customer's bank, instant confirmation
- 4. Split payment across two cardsIf insufficient funds, charge £X to one card, £Y to another—reduces decline risk
- 5. Cash/cheque (last resort)Arrange collection or meet at their bank to deposit immediately
Pro tip: Customers with failed card payments respond fastest to bank transfer options. It feels less confrontational than "your card was declined."
Customer Communication Scripts (By Scenario)
Scenario: Customer says "I'll pay tomorrow"
Your response: "No problem—can you send it via bank transfer now so it clears overnight? Here are the details: [bank info]. I'll mark it paid once I see it hit the account in the morning."
Scenario: Customer claims they never authorized payment
Your response: "I have your signed quote from [date] with card authorization. Let me forward that to you. The payment link is [here] if you'd prefer to use a different card or bank transfer instead."
Scenario: Customer says they're waiting for payday
Your response: "I can split it into two payments if that helps—£[50%] today and £[50%] on [payday]. I just need the first half to close out the invoice. Does that work?"
Scenario: No response to any contact attempts
Your response (final notice, 24 hours after first contact): "Hi [name], I've tried reaching you a few times about the £[amount] invoice. Payment is now overdue. Late fees will apply after 48 hours per our terms. Please call me today: [number]."
Prevention System: Stop Declines Before They Happen
Best way to handle failed payments is to never have them. Build these safeguards:
1. Verify Card Before Job Starts
- Collect card-on-file when booking – Run £1 authorization to confirm card works
- Check expiry date – If card expires during project, request updated details upfront
- Ask for backup payment method – "In case your card gets flagged, what's your backup payment preference?"
2. Take Deposits (Always)
If the final payment fails but you already collected a 50% deposit, you're only chasing half the invoice. Deposits are insurance against payment failure.
3. Send Payment Notification Before Charging
24 hours before auto-charging the card, send this text:
"Hi [name], your final payment of £[amount] will be charged to your card ending in [XXXX] tomorrow at [time]. Let me know if you'd like to use a different payment method. Thanks!"
Why this works: Customer has time to tell you if card is expired, maxed out, or they prefer bank transfer. Prevents surprise declines.
4. Retry Failed Payments Automatically
Stripe and most payment systems can retry failed payments. Set it to retry once after 24 hours—sometimes the customer just transferred money into their account and the second attempt succeeds.
When to Escalate: The 72-Hour Rule
If you've followed the 4-hour protocol and still haven't been paid after 72 hours, escalate:
Escalation Steps (In Order)
- Hour 72: Send formal late payment notice with £50 late fee + 2% weekly interest
- Day 7: Letter before action (demand full payment within 7 days or face legal action)
- Day 14: Small claims court filing (for debts under £10,000 in England/Wales)
- Day 21: Debt collection agency referral (they take 20-30% but you get paid faster)
The Bottom Line
92% of declined payments are accidental—expired cards, fraud flags, or temporary insufficient funds. The customer wants to pay, they just need a nudge and an alternative method.
Contact them within the hour, stay friendly, offer 3-4 backup payment methods, and you'll recover nearly every failed payment without drama.
The 8% who ignore you? Escalate fast. Late fees and legal notices within 72 hours. Don't wait weeks hoping they'll "get around to it."
Collect every invoice without chasing
- •Card-on-file + deposit requests built into every quote and invoice
- •SMS/email reminders fire day 0, 2, 5 until the job is paid
- •Escalate overdue accounts with late fees in a single click
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