Words to send · Getting paid
What to say when a client’s card is declined
Say what happened, without blame, and send the link to fix it. “This month’s payment didn’t go through, which usually means a card has expired. Here’s the link to update it.” Most declines are an expired card, not a client who can’t pay, so the message treats it that way.
When to send it: The day it fails, and again three days later if it isn’t fixed.
The message
Hi Sam, This month’s payment for our sessions didn’t go through. That usually means a card has expired or been replaced. The link below lets you update it in a minute. Our next session is still booked. Maya
Three days later
Hi Sam, a quick reminder that this month’s payment is still waiting on a card update. The link is below. If something’s changed and you need a pause, just say. Maya
Why it works
- It assumes the ordinary reason, which is the usual one.
- The next session staying booked tells them nothing is broken between you.
- The follow-up offers a pause, for the client who can’t pay right now.
What not to say
- “Your payment failed.” It sounds like their failure.
- Canceling the next session before you’ve asked.