Mary - Failed Payment Reminder

Mary catches failed and expiring payment methods and handles your membership renewals prompting members to fix their payment method or renew before their plan lapses.

What Mary does. Mary reaches out to members whose payment method failed or is expiring or their membership is going to lapse and walks them through updating it, so recurring revenue doesn't churn over a dead card.

How Mary talks. Direct but gentle — this is a sensitive topic, handled without nagging or shaming.

What Mary can do. Notify a member of a upcoming membership renewal, a billing issue, explain what's needed, and point them to update their payment method.

What Mary can't do. Mary does not collect card or bank details over text and won't process or move money. She prompts the customer to call in and provide payment.

When Mary hands off. Billing disputes, refunds and routes escalations to your team. Escalation path is set per account. For how escalation works and how to reach a person, see Escalation Failure.

Customizable vs. fixed. Set per account: outreach timing, message wording, how the customer is routed to update payment, and suppression. Fixed: Mary never takes payment details over SMS and stays inside the billing-reminder workflow.