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21 plantillas listas para copiar cubriendo cada etapa de la recuperación de pagos fallidos: email, SMS, WhatsApp. Asuntos probados, timing de reintentos y variantes específicas por código de rechazo. Sin registro, sin barreras.
Canal primario de dunning. Úsalo en cada etapa de la secuencia.
Push multi-canal en día 3+ para llegar a quienes no leen email. Cumple con TCPA.
Canal más fuerte donde la adopción es alta (LATAM, EU, India, SEA).
Enviado antes de que ocurra cualquier falla de pago, para prevenir churn desde la fuente.
Sent 30 days before a card on file expires, based on the expiration date you already have stored. Goal: fix the card BEFORE the payment fails, preventing dunning entirely. This is the single most effective pre-dunning move.
Sent 30 days before an annual subscription auto-renews. Goal: transparently remind the customer, offer an upgrade/downgrade path, reduce chargeback risk. Required by law in several US states (e.g., California) and in the EU.
Primer contacto inmediato, usualmente minutos después del primer cargo fallido.
The first email sent immediately after a payment fails, before any retry. Goal: catch the 40-60% of failures that resolve with a simple nudge, before the customer feels embarrassed or annoyed.
Sent when a subscription payment fails specifically because the card on file expired. This is the easiest dunning recovery - not a money problem, just an admin task. Goal: treat it like routine maintenance, not an emergency.
Sent when a payment fails with insufficient_funds. Customers in this bucket are often experiencing cash flow issues and aggressive emails here cause churn and support tickets. Goal: keep them as a customer long-term even if this payment cycle needs flexibility.
Sent when the bank flagged the transaction (do_not_honor, generic_decline, call_issuer). The card is valid; the bank blocked this specific charge. Goal: explain this is a routine bank fraud flag (not a card problem) and give two clear paths to fix it.
Sent when the bank requires 3D Secure / Strong Customer Authentication (SCA) before approving the charge. Almost always an EU or UK customer. Goal: explain this is standard, normalize the verification step, link to the 3DS challenge.
Seguimiento cuando el aviso inicial no recuperó el pago.
Sent 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.
An SMS version of the day 3-5 dunning email, used as a multi-channel push alongside email. Goal: reach customers who are not reading email. SMS has 45-50% open rates compared to 20-30% for email.
WhatsApp message sent on day 3-5 for customers with a WhatsApp-linked phone number. Goal: use the highest-open-rate channel available (90%+ in most markets) for maximum reach.
Recordatorio a mitad de secuencia que hace concreta la pérdida.
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.
Last-chance SMS sent at day 7 or day 14, paired with the final email. Goal: catch customers who are not reading email before the account suspends.
Último aviso, cierre limpio y gancho para win-back.
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 as the final payment escalation for B2B SaaS customers (larger accounts, AP departments, purchase orders). Goal: formalize the escalation without damaging the relationship, and give the AP team everything they need to pay.
Final WhatsApp message sent at day 14 alongside the final email. Goal: reach the last bucket of non-responders with the channel they are most likely to read.
Enviado después de una recuperación exitosa para cerrar el ciclo y reconstruir confianza.
Sent immediately after a retry succeeds following a dunning sequence. Goal: close the loop, reassure the customer, and turn a near-churn moment into a positive touch. Skipping this email is a common mistake.
Sent immediately after a customer successfully updates their card. Goal: confirm the update, reassure that billing will resume normally, and close the dunning loop cleanly.
Re-engancha clientes que hicieron churn 30-90 días después de cancelar.
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.
Sent immediately after a churned customer reactivates their subscription. Goal: confirm the reactivation, restore trust, and set up a proactive check-in so they do not churn again.
Enviado cuando un cliente hace clic en cancelar para ofrecer una alternativa suave (pausa, downgrade, descuento).
Convierte trials gratis a pagos antes de que venzan en silencio.
Las plantillas de arriba se mapean sobre una secuencia estándar de recuperación de 14 días. Esta cadencia, combinada con reintentos programados según el código de rechazo de Stripe, típicamente recupera 60-80% de los pagos fallidos:
| Día | Acción | Objetivo |
|---|---|---|
| D0 | Reintento + Email #1 (aviso amistoso) | Atrapa el 60% que tuvo un rechazo temporal |
| D2 | Reintento (silencioso) | Intentar después del día de pago de la mayoría |
| D3 | Email #2 (pregunta directa) + SMS | Llegar a quienes no leen email |
| D5 | Reintento + push de WhatsApp | Canal con 90%+ de tasa de apertura |
| D7 | Email #3 (recordatorio de valor) | Recordarles qué van a perder |
| D10 | Reintento (último automático) | Atrapar la última recuperación |
| D14 | Email #4 (último aviso) + WhatsApp | Cierre limpio, gancho de win-back |
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