Core Processes

• Invoice Creation
• Recurring Billing
• Advance Payment
• Failed Payment Handling
• Payment Extension
• Account Upgrade
• Account Pause & Suspension
• Account Reactivation
• Marking Client Payments as Paid

Invoice Creation

This page covers the step-by-step process for creating invoices in GoHighLevel (GHL) — ensuring all invoices are accurate, consistently formatted, and ready for payment processing.

1. Scope

All team members responsible for:

• Creating new invoices
• Inputting correct client and plan details
• Ensuring invoices are ready for payment processing

2. Accessing Invoice Creation

3. Creating a New Invoice

1. Step 1: Add Customer Information

   • Click Select Customer
   • Search using client's email address
   • Select the correct client

2. Step 2: Plans and Pricing

   • Ensure Plan and Pricing details are correct
   • Products with pricing are already set up — no changes typically required

3. Step 3: Review Invoice Preview

   Check the right-side preview panel for:

   Check	Detail
   ✅ Correct client name	Matches client record in GHL
   ✅ Correct plan	Matches selected service tier
   ✅ Correct total amount	Matches agreed pricing — monthly, not upfront
   ✅ Due date accuracy	Matches client's billing date
   ✅ Delivery method	Email only — NOT email & text

4. Step 4: Save or Send

   Action	When to Use
   Save	Invoice is not ready to be sent yet
   Send	Deliver the invoice to client's email immediately

4. Important Reminders

     Always double-check before sending:

• Client email and phone number are correct
• Plan and pricing are accurate
• Delivery set to email only — NOT email & text
• Amount reflects the monthly amount, not the upfront/setup fee

Recurring Billing

This page covers the process for setting up recurring billing in GoHighLevel (GHL) — ensuring all recurring invoices are created accurately, billed on the correct dates, and managed consistently according to client agreements.

1. Scope

• Setting up recurring invoices
• Managing billing cycles
• Verifying recurring payments
• Preventing billing errors

2. Accessing Recurring Billing

3. Pre-Setup Validation

4. Setting Up a Recurring Invoice

1. Step 1: Add Customer

   • Click Select Customer
   • Search by email
   • Select correct client profile

2. Step 2: Add Subject Line

   Copy client's name and add the Plan name.

   📝 Format: [Client Name] + [Plan Name]
   
   Example: John Doe Essential Membership

3. Step 3: Product Details

   1. Click Add Product
   2. Confirm plan and pricing (monthly amount only)
   3. Add tax manually — click Service Fee
   4. Click Save

4. Step 4: Recurring Invoice Settings

   How Often: Set to monthly, every 1 month. Input the client's requested billing date.

5. Step 5: Start Date (CRITICAL)

   Scenario	When to Use	Example	Result
   Billing starts THIS month	Select date BEFORE billing date	Billing March 25 → Start date March 24	Bills on March 25 as intended
   Billing starts NEXT month	Select date AFTER billing date	Billing March 25 → Start date March 26	Bills on April 25

   Date Verification: Double-check the date matches what's displayed at the end of the invoice. Adjust if there is a mismatch.

6. Step 6: End Date

   Setting	When to Use
   Never	Standard ongoing monthly payments (default)
   After	Client specified an end month, or when editing for referral discount

5. Common Mistakes to Avoid

     Watch out for these billing errors:

• ❌ Selecting the exact billing date as the start date instead of one day before or after
• ❌ Forgetting to check today's date before setting the start date
• ❌ Incorrect start date → Wrong billing cycle for client
• ❌ Using upfront/setup amount instead of the monthly amount

Advance Payment

This page covers the process for handling advance payments from clients — including how to void active invoices, create a new advance payment invoice, send it to the client, and adjust the recurring billing schedule accordingly.

1. Overview

When a client wants to pay ahead of their scheduled billing date, the team must process an Advance Payment by voiding the existing invoice and creating a new one-time invoice for the correct date and amount.

2. Initial Steps

1. Step 1: Check original payment date/due date in GHL
2. Step 2: Ask client when they plan to make the advance payment
3. Step 3: Add a GHL note — "Client requested advance payment."
4. Step 4: Send details to the Billing Department (Khryzza or Regine)
5. Step 5: Void the active invoice to avoid a double charge

     WARNING: Void the active invoice FIRST before creating a new advance payment invoice. Failing to do so will result in a double charge to the client.

3. Creating the Advance Payment Invoice

1. Step 1: Select One-Time Invoice as the invoice type
2. Step 2: Set the Due Date to the client's requested payment date
3. Step 3: Enter the exact monthly payment amount
4. Step 4: Set delivery to email only
5. Step 5: Save and send the invoice

4. Adjusting Recurring Invoices (Billing Department)

5. Notes & Reminders

Failed Payment Handling

This page covers the complete failed payment handling process at Crowned Credit — from identifying failed payments to follow-up sequences, special case handling, and account termination procedures.

1. Objective

Ensure all failed payments are addressed promptly, minimize revenue loss, maintain client relationships, and maintain accurate records.

2. Scope

All Billing team members responsible for monitoring, following up, and resolving failed payments for clients on recurring monthly plans (excluding one-time payments like Momentum, ChexSystem, or EWs).

3. Failed Payment Handling

Step 1: Monitor Payment Status

• All clients are on autopay by default unless they request manual payment
• Payment methods: Card (auto-draft via GHL), Zelle, Cash App
• Amex and Discover cards are not accepted
• Auto-draft is scheduled daily at 3:00 PM EST
• Failed payment attempts are automatically retried once every 3 days at 3:00 PM EST before stopping
• Manual drafts are only done on the date the client specified, if a card is on file

Step 2: Identify Failed Payments

• GHL triggers a Discord alert in the "Failed Payment" channel
• Log in Excel Tracker: Client name, DisputeFox Status, Due date

Step 3: Client Follow-Up

• Follow-up begins after the first failed payment
• Contact via call, SMS, or Email using pre-written scripts + invoice link
• Auto-draft retries continue every 3 days after original due date

     Note: A 7-day grace period is applied from the original due date.

     Warning: If there is no response or if payment is declined after the promised date, and is beyond the 7-day grace period, the account will proceed to Termination.

Step 4: Handle Special Cases

• Some exceptions may apply (e.g., hospitalization, lost job, payroll issues)
• Note these in GHL notes or in Excel and proceed based on approval
• Changing billing dates is not allowed, but deadline extensions may occur within the 7-day grace period

Step 5: Payment Resolution

If payment succeeds: Send a "Thank you for your payment" message, update Excel Tracker and DisputeFox.

If payment fails after follow-up or client is unresponsive: Terminate the account, apply $50 reactivation fee, update GHL notes, Excel Tracker, and DisputeFox with termination status.

Step 6: Documentation and Tracking

• Excel Tracker: log all failed payments, retries, client communication, and resolution
• GHL: Ensure payment status and client communication are recorded
• Discord: Separate channels for Payment Success and Payment Fails for real-time notifications

Payment Extension

Crowned Credit – Payment Extension SOP

This SOP defines the consistent process for handling payment extension requests at Crowned Credit. All Billing team members must follow these steps to grant extensions, maintain records, protect revenue, and ensure full transparency with clients enrolled in recurring monthly plans.

1. Objective

Consistent process for granting extensions while maintaining records, protecting revenue, and ensuring transparency.

2. Scope

All Billing team members managing extension requests. Applies to recurring monthly plans (excluding one-time plans like Momentum).

Tools / Platforms

3. Payment Extension Handling

Step 1: Receive Request

Via email, call, or SMS. Client provides: reason (optional) and desired extension date. Verify current billing status in GHL and Excel tracker.

     ⚠️ Extensions cannot exceed 7 days beyond the due date. Any exception requires case-by-case manager approval.

Step 2: Confirm Extension Terms

• Inform client of new deadline
• Inform client about automated follow-up messages and auto-draft schedule
• Document in Excel tracker: client name, original due date, extended due date, reason (optional)

Step 3: Payment Failure After Extension

Step 4: Payment Resolution

Step 5: Documentation

• Excel Tracker — all extension requests, outcomes
• GHL — payment notes and communication
• Discord — payment channel updates

Special Notes

     ⚠️ No billing date changes — only extensions within the grace period are permitted.

     If client switches payment methods:

• Option 1: Pay in advance with new card
• Option 2: Wait for next active invoice

Account Upgrade

This page covers the complete process for upgrading clients from the Essentials plan to the Accelerated plan — including payment verification, pricing, invoice creation, DisputeFox updates, and special cases like Momentum upgrades.

Objective

To properly guide clients through upgrading their plan while ensuring accurate billing, clear communication, and correct system updates.

Step 1: Verify Payment Status

Check if the client has already paid for the current month.

Step 2: Determine Upgrade Pricing

Step 3: Explain to Client

Clearly explain: upfront charge, new monthly rate, and when billing will start. Confirm client approval before proceeding.

Step 4: Important Reminders

• Always verify payment status before quoting
• Avoid confusion by explaining charges clearly
• If unsure, coordinate with the Billing Team
• Inform Billing of any adjustments made
• Add a GHL note after completing the upgrade

Invoice Creation Process

1. Navigate to: Payment Tab then All Invoices then + New then New Invoice
2. Label the Invoice: Format: Upgrade - Client Name
3. Enter Client Information: Use the client's email for accuracy
4. Set Due Date: Based on client's request
5. Add Product(s): Select Accelerated Plan, choose correct amount ($199 or $100). Do NOT apply tax.
6. Verify total amount: Should be $100 or $199 only
7. Set delivery method to Email then Click Send

Special Case: Momentum Upgrade

     Warning: DO NOT QUOTE PRICE IMMEDIATELY. If client is under Essentials or Accelerated and wants to upgrade to Momentum Plan: Escalate to Boss Jethro or Orlie. Request account evaluation. Wait for approved pricing/discount.

Reactivating Client Profile in DisputeFox

1. Search for client name and open profile
2. Click on Account - if set to Slow Delete, update to Accelerated Plan
3. Go to Agreement Pricing - update: First Payment: $249, Monthly Fee: $199 then Click Save
4. Navigate to Documents and POA then Locate Documents Signed then Click Resend
5. Notify client that a new contract has been sent to review and sign

Final Checklist

Payment status verified
Correct pricing quoted
Client approval received
Invoice sent correctly
DisputeFox updated
Contract resent
Billing informed
GHL note added

Account Pause & Suspension

This SOP covers how to handle client-requested account pauses and system-initiated suspensions. Follow this process to protect client relationships, maintain accurate records, and ensure proper system updates in GHL, DisputeFox, and the Masterlist Tracker.

1. Account Pause (Client Requested)

When a client requests a pause:

1. Ask the reason for the pause
2. Offer a remedy or alternative solution if possible
3. If client insists, proceed with the pause

Reactivation Rules:

     ⚠️ After 2 months of inactivity, a new plan will be required. The client must re-enroll and cannot return at their previous rate.

2. Account Suspension (System-Initiated)

Suspensions are only triggered by Credit Monitoring issues or Incomplete Onboarding.

A. Credit Monitoring (CM) Issue

• Inactive for 5 days → account auto-suspended
• Inactive for over 14 days → reactivation fee applies

B. Incomplete Onboarding

• 21-day grace period given to complete onboarding
• Failure to complete = suspension
• Client may resume without charge if initial payment was already applied

3. System Updates (Upon Pause or Suspension)

4. Resolution

For Credit Monitoring Issue:

1. Confirm SmartCredit is active and updated (all 3 bureaus)
2. In DisputeFox: Change status Archived → Active
3. Set Folder → Active
4. CM Issue → Select appropriate issue
5. Portal → ON
6. Assigned: Crowned Credit
7. Notify client via WhatsApp
8. Add GHL note
9. Update Masterlist Tracker: Suspended → Resolved

For Incomplete Onboarding:

1. Contact Majorie (Onboarding Specialist)
2. Update the onboarding tracker

Client Scripts

Account Reactivation

Crowned Credit – Account Reactivation SOP

This SOP outlines the process for reactivating paused, suspended, terminated, or canceled client accounts at Crowned Credit. Billing team members must follow these steps to collect the correct fees, set up invoices properly, and fully restore the client profile in DisputeFox before marking any account as active.

Reactivation Process

Fee Structure & Conditions

     💰 A $50 reactivation fee is required for all accounts reactivated within 2 months of deactivation. This fee covers account setup, dispute preparation, and program resumption.

Steps to Set Up Reactivation Invoice (<2 Months)

1. Open Invoices: Payment Tab → All Invoices → +NEW → NEW INVOICE
2. Label the Invoice: Set label to "Reactivation"
3. Enter Client Info: Use client email to look up the account
4. Set Due Date: Per client's requested date
5. Add Products: Previous plan (e.g., Essentials = $99) + Apply tax. Add Reactivation Fee: $50 (no tax) via + icon.
6. Verify Total: Confirm total ($151.97 for Essentials)
7. Send Invoice: Deliver via Email

Steps for >2 Months Deactivated (New Signup Flow)

1. Open Invoices: Payment Tab → All Invoices → +NEW → NEW INVOICE
2. Label: Leave as "NEW INVOICE"
3. Enter Client Info: Use client email
4. Set Due Date: Per client's request
5. Add Product: Client's selected plan (Essentials/Accelerated/Momentum), verify upfront amount. Do not apply tax.
6. Verify Total: Confirm ($150 for Essentials/Momentum)
7. Send Invoice: Deliver via Email

5. Reactivating Client Profile in DisputeFox (DF)

1. Search Client: Search for client name in DisputeFox
2. Handle Overdues: If showing import overdues — get most recent credit report, update file with previous rounds left out
3. Change Status: Set Archived → Active
4. Move Folder: Move to Folder: Active Client
5. Portal Settings: Turn ON
6. Check Profile: Verify Status (Slow Delete of EM or Accelerated), Password (format Name123 e.g. Khryzza123), Credit monitoring logins (functional, up to date with 3B)
7. Assign Account: Assign to Crowned Credit 4
8. Notify Team: Inform GC WhatsApp / Dianna Dispute Team that client is active and ready for import
9. Update Tracker: Update Reactivation Google Sheet Tracker for commission

Notes & Reminders

     

• Always confirm client requested due dates before sending invoice.
• Double-check totals including reactivation fee and tax.
• Ensure accounts and portal are fully functional before marking active.
• Keep documentation for tracking, auditing, and commission.
• Track by period: <2 months = Reactivation Tracker | >2 months = Closed List Tracker

Marking Client Payments as Paid

Marking Client Payments as Paid — SOP

This SOP ensures accurate and timely payment processing for all Crowned Credit clients. Billing team members must verify, acknowledge, mark, and confirm every payment received — whether via website, Zelle, or Cash App — to prevent duplicate billing and maintain clean records.

Scope

Procedure

Step 1 — Review Payment Notification

Verify notification from source. Confirm client name, payment amount, and ensure it matches the correct invoice/account.

✅ Step 2 — Acknowledge the Notification

React to the payment notification with a check mark ✅ to indicate payment is being reviewed and processed. This signals to the team that it's being handled.

Step 3 — Mark Invoice as Paid

Once fully verified, locate the corresponding invoice in GHL and update the status to "Paid".

Step 4 — Confirm Completion

Reply directly to the same notification with:

This ensures visibility, accountability, and confirmation for the entire team.

Important Notes

     ⚠️ Always verify payment details BEFORE marking as paid.

• Do not mark without confirmation. Unverified markings can cause duplicate billing or missed updates.
• Complete all updates promptly to maintain accurate records.
• If source is Zelle or Cash App — manual verification is always required before any action.