> ## Documentation Index
> Fetch the complete documentation index at: https://docs.airdun.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What Your Customers Experience During Payment Recovery

> What a customer receives during a recovery sequence: sender, content, the 1-click card update flow, the in-app wall, and when messaging stops.

What your customer sees during a recovery sequence, and what governs it.

<AccordionGroup>
  <Accordion title="Do my customers see 'Airdun' anywhere?">
    No. Every recovery message — email, SMS, WhatsApp, or in-app — is sent from your domain, under your brand name, in your configured brand voice. The Airdun name does not appear in any customer-facing surface.
  </Accordion>

  <Accordion title="What limits how often a customer is contacted?">
    Four mechanisms bound the volume:

    * **Per-case sequencing** — the messages a customer receives are determined by their specific failure type and history. A long-tenured subscriber whose card expired gets a different sequence than a new customer with a declined transaction.
    * **Local-hours timing** — messages are sent during the customer's local business hours, factoring in timezone and payday cycles.
    * **Auto-stop** — the sequence ends when the payment goes through. No message is sent after the issue is resolved.
    * **Finite sequences** — every recovery flow has a defined endpoint. It is not an open-ended loop.
  </Accordion>

  <Accordion title="What does a recovery message contain?">
    Each message:

    * Comes from your email domain or registered sender name
    * References the customer's account and the specific invoice or subscription
    * States what happened in plain language
    * Provides a one-click path to resolve it
    * Includes the outstanding invoice

    Tone and formatting follow your configured brand voice, and the copy is calibrated to the failure type and customer segment rather than a fixed "Your payment failed" template.
  </Accordion>

  <Accordion title="What is the 1-click card update flow?">
    Each relevant message includes a secure link to a pre-filled card update page. The customer does not need to log in or navigate to billing settings.

    1. Customer clicks the link in the message
    2. A secure, branded page loads with their invoice pre-populated
    3. They enter new card details and confirm
    4. Payment is retried immediately
    5. On success, the case closes and no further recovery messages are sent
  </Accordion>

  <Accordion title="What happens inside my app during recovery?">
    If the in-app wall is enabled, customers with a past-due payment encounter a prompt when they open your application:

    * **Soft block** — a banner or modal prompts a payment update; the customer can dismiss it and continue using the app.
    * **Hard block** — the customer cannot proceed until the payment is resolved.

    Both present the same 1-click card update flow and stop when the payment is recovered. See [In-App Wall](/features/in-app-wall).
  </Accordion>

  <Accordion title="Does recovery stop automatically once the customer pays?">
    Yes. When Stripe confirms the payment, Airdun closes the case and cancels every pending message, retry, and in-app prompt tied to that sequence. The system is event-driven — resolution triggers the stop; nothing needs to be closed manually.
  </Accordion>
</AccordionGroup>

<Note>
  Messages are translated into the customer's language based on their locale, and scheduled to arrive during local business hours — a customer in Tokyo and a customer in Toronto each receive their message at an appropriate local time, with no configuration on your part.
</Note>