For med spa owners · Quotes and money

Let a member know a payment did not go through

A kind notice to a member or package client whose payment failed, with how to update the card and nothing decided about credits or a pause.

By Aaron Byrne, KeenHand

The prompt

Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Med spa owners who run memberships or packages paid over time.

I run a med spa with a membership that banks monthly credits toward treatments, and some clients pay for a series of visits over time. A payment just failed. Often it is just an expired card, and I want a kind notice that gets it fixed without making them feel chased. What happens to their credits or sessions is my call, not the message's.

What I have:
- The client's first name and what failed, with no treatment named: [FAILED PAYMENT]
- How they update their card: [UPDATE CARD PATH]
- What our membership or package terms say about missed payments, word for word: [PAYMENT TERMS]
- How I sound with clients: [MY TONE]

What I want:
1. Write a short first notice that says the payment did not go through, treats it as a card problem, and gives the update path.
2. Write a second notice, still friendly, for a week later if nothing has changed, that points to the terms I gave you.
3. List the decisions I need to make if it stays unpaid, such as pausing or what happens to banked credits, without choosing any of them.

Rules:
- Write a draft for me to read. Do not send anything.
- Use only what I gave you. If something is missing, ask me instead of guessing.
- Never quote an amount, offer a payment plan or claim anything I did not give you.
- Do not say a membership is paused or cancelled, or that credits are lost, unless my terms say exactly that.
- Leave out anything about a client's health, treatment or history. Do not name what the membership or package covers.

Give me back:
- The first notice and the follow-up notice
- The list of decisions waiting for me

When to use it

A monthly membership charge or a package payment fails in your booking app, and the client may have credits or sessions banked with you.

When not to

Do not use it to decide on a pause, banked credits, a waived fee or a payment plan, or to answer a health or treatment question in their reply. Those go to you or your provider.

What to paste in

[FAILED PAYMENT]: The client's first name, whether it was the monthly membership or a package payment, and the date it failed. No treatment, no amount.
[UPDATE CARD PATH]: How they update a card: a link from your booking app, a call to the desk, or in person at their next visit.
[PAYMENT TERMS]: The part of your membership or package terms about missed payments, exactly as the client agreed to it.
[MY TONE]: Three or four words for how you sound, or a reply you have sent before that you liked.

Never paste

Card numbers, amounts owed or payment records
The client's last name, phone number or email
What the membership or package covers, or any treatment or health details

A filled-in example

Sample. Fictional business, fictional client.

FAILED PAYMENT: Alexis, monthly membership, failed October 1.
UPDATE CARD PATH: Tap the link in the email from our booking app, or call the desk at 616-555-0188.
PAYMENT TERMS: If a monthly payment is not made within 14 days, the membership pauses. Banked credits stay on the account for 90 days while it is paused.
MY TONE: Friendly, matter-of-fact.

What you should get back

A short first notice that treats it as a card problem and gives the fix
A friendly follow-up that points to your terms
No amounts, no payment plan, and nothing paused unless your terms say so
A list of the calls you still need to make

What stays with you

The prompt writes a draft. You decide what happens to it, and nothing should reach a client until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.

Answer a client's question about a deposit. A plain reply that explains your deposit policy when a client asks why you hold one or wants it back, with any exception left for you to decide.
Spot empty provider hours and stalled consults. A short weekly read of your own counts: how many consultations booked treatment, where provider hours sat empty, and the calls left for you.
Build a front desk answer sheet. One page the front desk keeps open: answers to routine questions from your own policies, and a clear line for what goes to the provider or to you.

More: every prompt for med spas, quotes and money, and AI for med spas.

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