Core Processes 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 📍 Navigation: GHL → Payments → Invoices & Estimates → + New Invoice (top right) 3. Creating a New Invoice Step 1: Add Customer Information Click Select Customer Search using client's email address Select the correct client Step 2: Plans and Pricing Ensure Plan and Pricing details are correct Products with pricing are already set up — no changes typically required 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 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 📍 Navigation: GHL → Payments → Invoices & Estimates → + New Recurring Invoice 3. Pre-Setup Validation REQUIRED BEFORE CREATING RECURRING INVOICE: Open Masterlist Tracker Search client name and email Confirm in GHL : payment made, amount matches plan, billing status updated 4. Setting Up a Recurring Invoice Step 1: Add Customer Click Select Customer Search by email Select correct client profile Step 2: Add Subject Line Copy client's name and add the Plan name. 📝 Format: [Client Name] + [Plan Name] Example: John Doe Essential Membership Step 3: Product Details Click Add Product Confirm plan and pricing (monthly amount only) Add tax manually — click Service Fee Click Save Step 4: Recurring Invoice Settings How Often: Set to monthly, every 1 month. Input the client's requested billing date. 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. 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 Step 1: Check original payment date/due date in GHL Step 2: Ask client when they plan to make the advance payment Step 3: Add a GHL note — "Client requested advance payment." Step 4: Send details to the Billing Department ( Khryzza or Regine ) 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 Step 1: Select One-Time Invoice as the invoice type Step 2: Set the Due Date to the client's requested payment date Step 3: Enter the exact monthly payment amount Step 4: Set delivery to email only Step 5: Save and send the invoice Field Setting Invoice Type One-Time Invoice Due Date Client's requested payment date Amount Exact monthly payment amount Delivery Email only After Creating the Invoice: Send client the invoice link via SMS To copy link: Use payment search bar → click ⋮ (three dots) → Copy Link → Send via SMS Notify Khryzza or Regine in the Billing Department 4. Adjusting Recurring Invoices (Billing Department) Handled by: Khryzza or Regine (Billing Department) If Active Recurring Invoice Exists: End the current recurring invoice Create a new recurring invoice for the correct amount Set up for following months If Already Scheduled: Edit due dates and setup dates Click Save 5. Notes & Reminders Reminder Details Confirm client's requested date Always verify with client before creating invoice Void BEFORE creating new invoice Prevents double billing — no exceptions Notify Billing Department Khryzza or Regine must adjust recurring schedule Recurring schedule accuracy Ensure recurring reflects all future payments correctly Documentation Keep records for tracking and auditing purposes 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 ). Tool Purpose GHL Payment tracking and auto-draft scheduling Discord Payment notifications (Success channel / Failed channel) Excel Tracker Logging failed payments and follow-up status 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. Day Action Channel Day 1-3 Retry auto-draft (system) + Manual follow-ups GHL Auto + Call, SMS, Email Day 4 Skip — Day 5-7 Manual follow-ups only Call, SMS, Email After Day 7 If no response/payment declined - Termination GHL + Discord 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 Tool Use GHL Billing status, communication Discord Payment notifications Excel Tracker Extension logging and follow-up status 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 . Eligibility Rules: Leniency on first payment if initial billing date differs from signup date Subsequent payments follow regular date — extensions within 7-day grace only Extensions cannot exceed 7 days beyond due date unless case-by-case approved ⚠️ 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 Day Action Day 1–3 Auto-draft retry + manual follow-ups Day 4 Skip Day 5–7 Manual follow-ups ⚠️ Beyond 7-day grace → Termination. Case-by-case exceptions may extend beyond 7 days. Step 4: Payment Resolution Outcome Action Payment Succeeds Send "Thank you" message, update Excel and DisputeFox Failure / Unresponsive Terminate, apply $50 reactivation fee , update GHL / Excel / DisputeFox 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 Scenario Upfront Charge Monthly Going Forward Client has NOT paid for current month $199 (discounted from $249 ) $199/month Client HAS already paid ( $99 / $101.97 ) $100 (upgrade fee) $199/month 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 Navigate to: Payment Tab then All Invoices then + New then New Invoice Label the Invoice: Format: Upgrade - Client Name Enter Client Information: Use the client's email for accuracy Set Due Date: Based on client's request Add Product(s): Select Accelerated Plan , choose correct amount ( $199 or $100 ). Do NOT apply tax. Verify total amount: Should be $100 or $199 only Set delivery method to Email then Click Send After payment received: Update DisputeFox , add client name to Closed Tracker , leave GHL note: "Client upgraded Essentials to Accelerated plan - $100 / $199 ", inform Billing Department for recurring invoice adjustment. 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 Search for client name and open profile Click on Account - if set to Slow Delete , update to Accelerated Plan Go to Agreement Pricing - update: First Payment: $249 , Monthly Fee: $199 then Click Save Navigate to Documents and POA then Locate Documents Signed then Click Resend 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: Ask the reason for the pause Offer a remedy or alternative solution if possible If client insists , proceed with the pause Reactivation Rules: Timeframe Fee Action Required Within 14 days No $50 fee — same rate Must settle any outstanding balance After 14 days $50 reactivation fee Pay fee + outstanding balance After 2 months New plan required Client must re-enroll in a new plan ⚠️ 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) Required system actions: • GHL Invoice: End the recurring payment • DisputeFox: Archive the account and turn off the client portal 4. Resolution For Credit Monitoring Issue: Confirm SmartCredit is active and updated (all 3 bureaus) In DisputeFox: Change status Archived → Active Set Folder → Active CM Issue → Select appropriate issue Portal → ON Assigned: Crowned Credit Notify client via WhatsApp Add GHL note Update Masterlist Tracker: Suspended → Resolved For Incomplete Onboarding: Contact Majorie (Onboarding Specialist) Update the onboarding tracker Client Scripts 📩 PAUSE REQUEST Hi {{contact.first_name}}, I understand you would like to pause your account. May I ask the reason so I can check if there is a way we can assist you without pausing? If client still prefers to proceed: Within 14 days — no fee, same rate. After 14 days — $50 reactivation fee. After 2 months — a new plan will be required. 📩 PAUSE CONFIRMATION (Billing Only) Thank you {{contact.first_name}}, we truly appreciate the opportunity to have worked with you. We respect your decision to pause your account. Your account has been paused effective today. All work has been stopped, your portal has been removed, and there will be no further billing. Reminders: • Resume within 14 days — no fee • After 14 days — $50 reactivation fee • After 2 months — a new plan will be required Do not hesitate to contact us at (336) 310-0090 anytime. — Crowned Credit 📩 CM SUSPENSION Good day {{contact.first_name}}, After several follow-ups, we have not received an update on your credit monitoring, which has caused a delay in processing your account. Your account has been suspended. Please contact us at (336) 310-0090 to settle and resume your service. — Best regards, Crowned Credit 📩 REACTIVATION Hi {{contact.first_name}}, To reactivate your account: • $50 reactivation fee • Regular fee: $204.97 (with tax) • Total: $254.97 Please let me know if you would like to proceed. (Adjust amounts based on the client plan.) — Best regards, Crowned Credit 📩 NEW PLAN (OVER 2 MONTHS) Hi {{contact.first_name}}, Since your account has been inactive for a couple of months, we will need to re-enroll you in a new plan to resume services. We have some great plan options for you: https://getcrownedcredit.com/pricing Let me know which plan works best for you! — Crowned Credit 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. Eligibility: Clients who are paused, suspended, terminated, or canceled . Reactivation Process Fee Structure & Conditions # Deactivation Period Fee Tracking 1 Less than 2 months Monthly payment + tax + $50 reactivation fee Example: Essentials $99 + tax = $101.97 + $50 = $151.97 Reactivation Tracker 2 More than 2 months Client must sign up as a new client. getcrownedcredit.com/pricing Closed List Tracker 💰 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. ⚠️ More than 2 months deactivated = New Signup. Direct the client to getcrownedcredit.com/pricing to re-enroll as a new client. Log in the Closed List Tracker . Steps to Set Up Reactivation Invoice (<2 Months) Open Invoices: Payment Tab → All Invoices → +NEW → NEW INVOICE Label the Invoice: Set label to "Reactivation" Enter Client Info: Use client email to look up the account Set Due Date: Per client's requested date Add Products: Previous plan (e.g., Essentials = $99) + Apply tax. Add Reactivation Fee: $50 (no tax) via + icon. Verify Total: Confirm total ( $151.97 for Essentials ) Send Invoice: Deliver via Email Once Payment Received: Assist client until fully set up. Update GHL notes: "Client reactivated → Active" . Send confirmation message. Steps for >2 Months Deactivated (New Signup Flow) Open Invoices: Payment Tab → All Invoices → +NEW → NEW INVOICE Label: Leave as "NEW INVOICE" Enter Client Info: Use client email Set Due Date: Per client's request Add Product: Client's selected plan (Essentials/Accelerated/Momentum), verify upfront amount. Do not apply tax. Verify Total: Confirm ($150 for Essentials/Momentum) Send Invoice: Deliver via Email Once Payment Received: Same steps as above — assist client, update GHL notes, send confirmation. 5. Reactivating Client Profile in DisputeFox (DF) Search Client: Search for client name in DisputeFox Handle Overdues: If showing import overdues — get most recent credit report, update file with previous rounds left out Change Status: Set Archived → Active Move Folder: Move to Folder: Active Client Portal Settings: Turn ON 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) Assign Account: Assign to Crowned Credit 4 Notify Team: Inform GC WhatsApp / Dianna Dispute Team that client is active and ready for import 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 Payment Source Notes Website Purchase Automatically logged; verify in GHL against invoice Zelle Manual confirmation required; notify billing department Cash App Manual confirmation required; notify billing department 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: 📩 Confirmation Response "Marked as paid." 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.