Guide
Most returned debits are recovered with a polite reminder and an easy way to pay. Here's a sequence that works — and stays within the rules.
Send a friendly note: the payment didn't go through, here's a link to pay now by transfer or card.
Repeat the amount, order and link. Many shoppers simply missed the first message.
Firmer tone, still helpful. Offer to answer questions about the order.
Explain the next step clearly, such as pausing pay later for the customer or passing the claim on.
The CCD2 exclusion allows only limited late-payment charges, as national law permits. Don't add fees for paying later, and check your country's rules before charging anything for late payment. Kalplex reminders carry no fees by default.
A shopper who requested a refund (MD06) needs a different message from one whose account had insufficient funds (AM04). See SEPA return codes.
Account
Kalplex