When GoCardless returns decline code refer_to_payer, it means: bank wants the payer to resolve the issue directly. This is classified as a hard decline. This type of decline usually requires direct customer action to resolve.
LostChurn applies a multi-step recovery sequence: first attempting Account Updater, then sending a branded dunning email with a one-click payment update link. Our recovery rate for hard declines averages 15-25%.
Do not retry the same card details. Trigger Account Updater check first, then send a payment update email. Wait 0 hours between outreach attempts. Maximum 0 contact attempts over 14 days before marking as churned.
LostChurn detects refer_to_payer declines in real time and applies the optimal recovery strategy — no manual intervention needed.
