Help your customers resolve payment failures

An expired card or a declined automatic collection should be easy to put right. Alunta can now automatically send a friendly message in your company’s name when a payment failure is confirmed, and follow up while the issue still needs attention.

An initial message and follow-ups

The first email is sent as soon as possible after the failure. By default, Alunta follows up after 3 and 7 days, scheduled for 09:00 in the account’s time zone. Messages reflect the situation and show relevant next steps, such as updating a card in the customer portal.

Payment failure emails are normally enabled by default, including without Payment reminders or an accounting integration. Existing email opt-outs are respected. Accounts provisioned through the internal integration API retain their separate default with customer emails disabled.

The sequence applies to new payment failures after activation. It does not launch a campaign for historical failures.

Manage it in Customer emails

Go to Settings → Customer emails → Payment could not be completed. Here you can:

• Enable or disable the email group.
• Choose the follow-up days, or leave a field empty to disable that follow-up.
• Edit the wording for the initial message, follow-ups, reversals and payment deadlines, and preview it in the customer’s language.

The current payment status, relevant actions and any deadlines remain controlled by the system. Changed day offsets apply to new sequences; disabling a follow-up also stops it in existing sequences.

Helpful messages in your name

The email explains the problem constructively and helps the customer move forward. It uses your company’s name and contact details. Messages also cover confirmed failures or reversals through Leverandørservice, Betalingsservice and Stripe SEPA, alongside supported card payments. The current MobilePay one-off integration is not included.

Working with subscriptions and reminders

Payment reminder settings show payment failures and invoice reminders as separate timelines. Failure emails start from the payment failure; invoice reminders follow the invoice’s due date and your reminder flow.

Failure emails add no reminder fees and do not advance reminder steps. Subscription rules still determine retries and any cancellation. The email confirming that a subscription has actually ended keeps its own email preference.

Alunta checks the payment and settings again before sending. Follow-ups stop when the case no longer needs attention, and a recent failure email, card reminder or invoice reminder defers the next failure email to keep at least 24 hours between messages.

The images show fictional details.