Overview

The Payment Failed trigger activates when a customer’s payment attempt fails.

Payment failures are one of the most common causes of interrupted subscriptions and potential churn. Automating responses to these events ensures both your team and your customer are informed quickly.

How the Trigger Works

When GoCSM detects a failed payment event from the integrated billing system, the workflow will automatically start.

This allows your automation to immediately respond by:

• Notifying your Customer Success or billing team

• Sending a payment update reminder to the customer

• Tagging the account for billing follow up

• Creating internal support tasks

Required Setup: Find Contact Step

The Find Contact action is required so GoCSM can identify which CRM contact the failed payment belongs to.

The trigger provides identifying information such as the user’s email. The Find Contact step uses this information to match the billing event with the correct contact record.

Typical configuration:

Field: Email

Value: {{saas_payment_failed.ownerEmail}}

Once the contact is found, all subsequent actions in the workflow can be applied to the correct customer.

How to Build a Workflow Using This Trigger

1. Create a new workflow

2. Select Payment Failed as the trigger

3. Add the Find Contact action step

4. Map the Email field using the trigger variable ({{saas_payment_failed.ownerEmail}} )

5. Add automation steps such as notifications or payment reminders

6. Publish the workflow

Recommended Uses

• Notify your billing or Customer Success team when a payment fails

• Send automated payment update reminders to customers

• Trigger internal follow ups for high value accounts with failed payments

• Create separate workflows for internal alerts and customer notifications