Re-engage failed payment customers with enriched contact data
Build a payment recovery workflow that triggers on Stripe failed payments, enriches customer contact information with Lusha’s verified data (updated emails, phone numbers, job titles), and adds them to targeted Mailchimp re-engagement campaigns—so you can reach customers through multiple channels with current contact information.
Why this works
Failed payments kill MRR, but most recovery attempts fail because contact data is stale.
The customer who signed up six months ago may have:
- Changed email addresses
- Switched jobs (different work email)
- Updated phone numbers
- Left the company entirely
Sending payment recovery emails to old addresses means low open rates, high bounces, and lost revenue. Phone calls to disconnected numbers waste time.
This play updates contact data the moment a payment fails, so recovery outreach reaches customers at their current email, phone, and company—before the subscription churns.
What you get
- Real-time trigger on Stripe failed payment events (not batch delays)
- Updated contact data including current work email, direct dial, new job title, and company
- Multi-channel recovery with verified contact info for email, phone, and alternative outreach
- Automatic Mailchimp segmentation that adds failed payment customers to targeted re-engagement campaigns
- Higher recovery rates because outreach reaches customers at current contact information
How to set it up
Use the Zapier template
Start from the “Enrich failed payment contacts to improve Mailchimp re-engagement” template or build from scratch following these steps.
Connect Stripe as the trigger
Authenticate Zapier with Stripe and configure:
- Trigger event: New Failed Payment or Past Due Subscription
- Filters (optional): Only trigger for:
- Subscription value > $X (prioritize high-value)
- Failure reason ≠ “insufficient_funds” (focus on recoverable failures)
- Customer type = “business” (B2B focus if applicable)
Connect Lusha for contact enrichment
Add Lusha with your API key.
Tip: Lusha can verify if the customer is still at the same company or has moved—critical for B2B payment recovery.
Add conditional logic (recovery routing)
Set up filters based on enrichment results:
Path A: Contact info updated successfully
- Email changed → Add to “Updated Email Recovery” Mailchimp list
- Job title/company changed → Add to “Job Change Follow-up” list
- Everything current → Add to standard “Payment Recovery” campaign
Path B: Enrichment failed or contact not found
- Add to “Manual Review” Mailchimp tag
- Send Slack alert to customer success team
- Skip automated outreach (avoid bounces)
Add to Mailchimp re-engagement campaign
Connect Mailchimp and configure:
For successful enrichment:
- Action: Add/Update Subscriber
- List: “Failed Payment Recovery”
- Tags:
- Payment-failed
- Enriched-contact
- [subscription-tier] (e.g., pro-plan)
- Merge fields:
- Updated email
- Phone number
- Job title
- Company
- Failed amount
- Subscription plan
Campaign triggers:
- Email sequence with updated contact info
- Include phone number for manual outreach
- Personalize by job title/company changes
Update Stripe customer record (optional)
Add “Update Customer in Stripe” step:
- Write enriched email back to Stripe
- Add custom metadata: enriched_email, enriched_phone, enriched_date
- Update phone number if available
Send internal alert (optional)
For high-value failed payments:
- Send Slack message to Customer Success
- Include: Customer name, failed amount, enriched contact info, job change status
- Create task in CRM for manual follow-up
Test the workflow
Create a test failed payment in Stripe (or use test mode). Confirm:
- Zapier triggers on payment failure
- Lusha enriches customer contact data
- Mailchimp receives updated contact info
- Tags and segmentation work correctly
- Recovery campaign triggers appropriately
What to do next
- Build tiered recovery campaigns: Different Mailchimp sequences based on subscription value (high-touch for enterprise, automated for SMB)
- Add phone outreach: Export enriched phone numbers to sales engagement tool for manual calls on high-value accounts
- Track recovery metrics: Measure recovery rate difference between enriched vs. non-enriched contacts
- Layer in company signals: If customer switched to a larger company, adjust messaging (upgrade opportunity)
- Create win-back offers: Personalize discounts based on tenure and subscription tier
- Monitor enrichment ROI: Calculate recovered MRR attributed to updated contact information
The goal: Failed payments don’t automatically mean lost revenue. Enrich customer contact data instantly when payments fail, reach them through current channels with personalized messaging, and recover MRR before subscriptions churn—all automatically, without manual research or outdated contact information.
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