# Follow up on failed payments

> Start from the Incomplete Payment Follow-up template to email customers whose payment failed, with a link to retry the same order.
>
> Source: https://docs.bcl.my/automation-failed-payment-follow-up/

A failed payment usually means the bank declined it or the customer ran out of time, not that they changed their mind. This automation emails them straight away with a link to try again. BCL's **Incomplete Payment Follow-up** template already contains it: you only remove the part you do not need.

## What you need

Only a form that takes online payments. The template's email works as it is, and you can reword it.

## Build it from the template

The template has two branches: one emails failed payments, the other cancelled ones. This recipe keeps the failed branch, because [Remind customers about unpaid orders](/automation-pending-payment-reminder/) handles cancelled ones.

1. Go to **Automations** and click **Templates**.
2. Find **Incomplete Payment Follow-up** and click **Use Template**. BCL opens the new automation, which starts inactive.
3. Remove the cancelled branch: click **Status = Cancelled?**, click the bin icon under it and click **Delete Node**, then do the same for **Send Cancelled Email**.
4. Double-click **Status Changed**. Leave the filters on **Any**, or set **To Status** to **Failed** so the automation only runs for failures. Click **Save Trigger**.

   *(Screenshot: Status Changed Trigger Settings with From Status, To Status and Payment Source Type)*

5. Double-click **Status = Failed?** to see its rule: **Payment Status**, **Equals (=)**, **Failed**. Click **Cancel** to keep it.

   *(Screenshot: Condition Settings with the rule Payment Status equals Failed)*

6. Double-click **Send Failed Email** and reword the message if you like. Click **Save Email**.

   *(Screenshot: Email Action Settings of Send Failed Email with the template text)*

7. Click **Rename** to give it your own name, click **Update Automation**, then **Activate** and confirm.

The finished workflow:

*(Screenshot: The workflow canvas with Status Changed, Status = Failed? and Send Failed Email)*

The template's email uses these variables:

| Variable | Shows |
| --- | --- |
| `{name}` | The customer's name |
| `{order_number}` | The order number |
| `{amount}` | The amount, such as RM 35.00 |
| `{receipt_url}` | The receipt page, with a **Retry Payment** button for a failed payment |
| `{business_name}` | Your business name |

## Test it

Check the recipe with a test run before you rely on it:

1. In Test Mode, pay on your form and choose the failing option at the sandbox bank.
2. Open the automation and click **Overview**. The failed payment shows a run that passed the condition and sent the email (**Completed** when delivered). Other status changes show as **Skipped**.

   *(Screenshot: Execution History with the run for the failed test payment highlighted)*

## Tips

A few ways to get more from this recipe:

- **A simpler build does the same job.** A blank automation with the **Payment Failed** trigger and one **Send Email** step needs no condition.
- **Do not send this for bookings or seated events.** Their receipt pages do not offer **Retry Payment**. Set **Payment Source Type** to **Payment Form** if you sell those too.
- **Offer help, not pressure.** Mention another payment method or a way to reach you: a failure is often the bank, not the buyer.

## Common issues

### Why does my history show many Skipped runs?

The template starts on Status Changed, which fires on every status change. The condition lets only failed payments through and marks the rest as skipped. That is expected. To keep the history clean, set To Status to Failed in the trigger.

### Can the customer pay again for the same order?

Yes. The email links to {receipt_url}. For a failed online payment, the receipt page shows a Retry Payment button that starts a new payment for the same order.