Our payment failed emails feel so harsh and impersonal. Like we’re kicking users when they’re down.
Trying to figure out how to make these messages feel more human without being pushy about getting them to retry.
I write these like I’m texting a friend whose card got declined at dinner.
“Hey, your payment didn’t go through this time. No big deal - happens to everyone. Want to update your payment info?”
Stay casual and remind them it’s normal. People get embarrassed about failed payments.
We just say something broke on our end instead of blaming their card. Takes the shame away.