Billing Department The Billing Operations section covers all processes related to client payments, subscriptions, and account status management. It includes billing structures, payment handling, common objections, and refund or chargeback procedures. This section ensures accurate financial operations, minimizes disputes, and provides clear guidance on handling billing-related concerns. Keywords: billing, payments, invoices, subscriptions, failed payments, chargebacks, refunds, account suspension, reactivation, payment methods Billing Structure Overview Setup Fees This page covers Setup Fees at Crowned Credit — the one-time charge required before client onboarding begins, including fee structure, process flow, refund policy, and exceptions. 1. Objective To ensure accurate, consistent, and timely collection of setup fees upon client enrollment, while maintaining clear coordination between Sales and Billing teams and preventing onboarding of unpaid accounts. 2. Scope This SOP applies to all clients enrolling in any service package and covers the process of invoicing, collecting, verifying, and recording setup fee payments using GoHighLevel , including payments made via invoice , website purchase , Zelle , and Cash App . 3. Definition: Setup Fee A one-time, non-recurring charge applied upon client enrollment. The setup fee is required before onboarding begins and covers initial account preparation and the first round of disputes . 4. Setup Fee Structure (Per Package) Service Upfront Monthly Essential Membership (Solo) $150 +tax $99 +tax Essential Membership (Couple) $250 +tax $175 +tax (Individual: $87.50 +tax) Essential Membership (Family of 3) $350 +tax $262 +tax Accelerated Membership (Solo) $249 +tax $199 +tax Accelerated Membership (Couple) $400 +tax $350 +tax Momentum Membership (One-Time) $1,095 — 5. Process Flow Client Agreement: Client expresses intent to proceed with a selected package. Invoice Creation / Payment Direction: Sales creates an invoice in GoHighLevel OR directs the client to the website: https://getcrownedcredit.com/pricing Payment Collection: A. Invoice Payment: Client pays invoice — system automatically tags client as Won . B. Website / Zelle / Cash App Payment: Billing team verifies payment notification in Discord . Follow internal SOP: Marking Client Payments as Paid . Onboarding Eligibility: Confirm setup fee is paid before proceeding to onboarding. Note: Onboarding ONLY begins after setup fee is paid. Unpaid clients remain in follow-up stage under Sales. 6. Refund Policy Note: Setup fee is refundable within 3 days of payment. The client must notify within the 3-day window as stipulated in the agreement. 7. Exceptions & Special Cases A. Partial Payment: We allow clients to proceed with onboarding once the first half is paid. B. Duplicate Payments: Notify Billing immediately. Do not process refund without approval. C. Payment Not Found: Request proof of payment from client. Check Truist Alerts in GoHighLevel Conversations . Referral This page covers the Referral Bonus Program at Crowned Credit — how to collect referrals, track bonuses, process payouts, and communicate with referring clients. 1. Objective To encourage client referrals by providing incentives while ensuring proper tracking, verification, and processing of all referred leads. 2. Referral Bonus Structure Plan Type Bonus Amount Payout Methods Essential / Accelerated clients $50 per successful sign-up Zelle, Cash App, or bill credit (active clients only) Momentum Plan clients $75 per successful referral Zelle or Cash App Inactive clients $50 per successful sign-up Zelle or Cash App Note: Bonuses are available to claim one month after the referral signs up. 3. Qualification Criteria Completed Payment: Referred person signs up and completes payment. New Lead: Referral is new — not an existing or past lead. Verified Referrer: Referring client is properly identified in the system. 4. Collecting Referral Info Collect the following from the referring client: Full Name , Phone Number , and (Optional) Email . 📩 Referral Collection Script "Hi {{contact.first_name}}. Thank you for referring someone to us! May I please get their full name and best contact number so we can reach out and assist them?" 5. Tagging & Documentation (Discord) Post referrer name , referral name + phone to the "General" GC in Discord . Tag the appropriate closer or Sales Team . 6. Bonus Processing Verify Eligibility: Confirm referral meets all qualification criteria. Confirm Payout Method: Ask referring client for preferred method (Zelle, Cash App, or bill credit). Process Payment: Send via Zelle / Cash App , or apply as bill credit. Note: bonus applied to bill is reflected in the following month. Zelle/Cash App allow 3–5 business days . Notify Billing: Notify Billing Department (Khryzza) and leave a note in GHL / Closed List Tracker . 7. Communication to Referrer 📩 Essential/Accelerated — Bonus Approved "Thank you for your referral {{contact.first_name}}! Your $50 bonus has been approved. Please let us know if you'd like to receive it via Zelle, Cash App, or as a credit toward your next bill." 📩 Momentum/Inactive — Bonus Approved "Thank you for your referral {{contact.first_name}}! Your $50 bonus has been approved. Please let us know if you'd like to receive it via Zelle or Cash App?" 8. Compliance Ensure legitimate referrals only. Maintain full documentation of all referrals and payouts. All bonuses are subject to policy. 9. SMS Scripts (Billing Dept) 📩 Active Client (Essential/Accelerated) — Option A "Hi {{contact.first_name}}, Thank you for sending your referral! We truly appreciate your support. We're happy to confirm that we have successfully received the individual you referred. As a thank you, you will be receiving a $50 referral bonus. Please let us know how you would like to receive it via Zelle or Cash App and send your preferred payment details through this message. Alternatively, we can apply the $50 as a credit toward your next month's bill. Once we receive your details, we'll process the referral bonus promptly. Thank you again for trusting and supporting Crowned Credit. Keep those referrals coming! Best regards, Crowned Credit Team" 📩 Active Client — Option B (Applied to Bill) "Hi {{contact.first_name}}, good day! Thank you so much for sending in referrals! We're happy to confirm that we've received the following referral(s): [Referral Name(s)]. As a result, $50 will be deducted from your [Month] bill! We truly appreciate your support, keep those referrals coming! Thank you again, Crowned Credit Team" 📩 Momentum/Inactive Client "Hi {{contact.first_name}}, Thank you for sending your referral! ...receiving a $50 referral bonus. Please let us know how you would like to receive it via Zelle or Cash App... Best regards, Crowned Credit Team" Monthly Billing This page covers Monthly Billing Cycles at Crowned Credit — billing schedules, payment processing, follow-ups, and handling of failed payments using GHL, Discord, and internal trackers. 1. Objective Ensure consistent, timely, and accurate processing of monthly client payments. 2. Scope All clients on recurring service plans . Covers billing schedules, payment processing, follow-ups, handling of failed payments and exceptions using GHL , Discord , and internal trackers . Quick Reference Summary Section Key Detail Invoice Creation Sent 3 days before billing date Recurring Billing Monthly on selected date, autopay by default, auto-drafts at 3:00 PM EST Split Payments Allowed only within the same calendar month Failed Payments Notified via Discord (Failed Payments Channel), logged in tracker Payment Extensions Case-by-case, documented in GHL 3. Invoice Creation Invoices sent 3 days before the billing date. The first monthly billing date may be adjusted. Subsequent billing follows the fixed recurring date. See also: Invoice Creation SOP for full step-by-step instructions. 4. Recurring Billing Clients billed monthly on their selected date. Autopay is the default method. Note: Auto-drafts process at 3:00 PM EST on the billing date. Warning: Split payments are only allowed within the same calendar month . No cross-month splits. See also: Recurring Billing SOP for full step-by-step instructions. 5. Failed Payment Handling Billing team notified via Discord (Failed Payments Channel) . Client logged in tracker. See also: Failed Payment Handling SOP for full step-by-step instructions. 6. Payment Extension Handled on a case-by-case basis. All extensions must be documented in GHL . See also: Payment Extension SOP for full step-by-step instructions. Payment Methods This page covers Payment Methods at Crowned Credit — accepted and restricted payment options, autopay setup, payment verification steps, and tracking protocols. 1. Objective Define accepted payment methods and ensure proper handling, verification, and recording of all client payments. 2. Scope All client payments including setup fees and monthly billing . 3. Accepted & Restricted Payment Methods Method Status Notes Card ✅ Accepted Auto-draft via GHL Zelle ✅ Accepted Manual verification required Cash App ✅ Accepted Manual verification required American Express (Amex) 🚫 Restricted Guide client to an alternative method Discover 🚫 Restricted Guide client to an alternative method 4. Autopay vs Manual Autopay Info: Autopay is the default for all recurring clients. Default draft time is 3:00 PM EST . Clients may request manual payment if needed. 5. Payment Verification Card Payments (GHL): Auto-recorded in GoHighLevel . Team notified automatically via Discord . Zelle / Cash App: Verify via Discord notifications , client-provided proof, or Truist Alerts in GHL . Mark Invoice Paid: Once confirmed, mark invoice as paid in GHL and update the internal tracker. Warning: Never mark a payment as paid without confirmation. Refer to: Marking Client Payments as Paid SOP . 6. Payment Issues Request proof of payment from the client and cross-check all records before taking action. See also: Failed Payment Handling SOP for full step-by-step instructions. 7. Tracking All payments tracked across: GHL , Discord (Payment Channels) , and the Internal Tracker . Payments in GHL (Navigating the Payments section) This page covers navigating the Payments section in GoHighLevel (GHL) — including how to access invoices, review transactions, record payments, and follow best practices for accurate billing management. 1. Overview The Payments section in GoHighLevel (GHL) provides visibility on: All transactions (successful and failed) Invoice status Payment method used Date and amount Scope: All team members responsible for reviewing transactions, verifying payments, updating client payment statuses, following up on failed payments, and managing terminations and reactivations. 2. Accessing the Payments Section 📍 Navigation: Log in to GHL → Left-side menu → Click Payments Available Tabs: Invoices & Estimates Transactions All Documents & Contracts 3. Navigating the Payments Tabs 3.1 Invoices Tab Navigate to Payments → Invoices & Estimates to view all client invoices. Field Description Invoice Name Name of the invoice Number Invoice reference number Customer Name Client associated with invoice Issue Date Date invoice was issued Amount Total invoice amount Status Paid, Overdue, Draft, Sent, Payment Processing, Partially Paid, Void Search: Use the Search bar → Enter client name or email → Select invoice. Filter: Click Filters → Select status. Tip: Always check the Overdue filter to cross-reference with the internal overdue tracking list. 3.2 Invoice Actions Click the three dots ( ⋮ ) beside any invoice to access available actions: Action Description When to Use View Open invoice in read-only mode Reviewing a paid invoice Edit in New Tab Open invoice for editing Unpaid/processing invoices needing corrections Copy Link Copy the invoice payment link Sending link to client via SMS Download Save invoice as PDF Archiving or sharing documentation Record Payment Manually confirm payment or charge a card Payment received externally Clone Duplicate the invoice Creating a similar invoice Convert to Template Save as reusable template Standardizing recurring formats View Transaction See associated payment transaction Verifying paid invoice transaction Void Permanently cancel the invoice Only when fully cancelling — IRREVERSIBLE WARNING: Void = Permanently cancels the invoice. This action cannot be undone. Use with extreme caution and only when absolutely necessary. 3.3 Recording Payments Click Record Payment and choose your method: Method When to Use Charge a Card Directly charge client's credit/debit card on file Record Manually Payments already received via Zelle , Cash App , or Website Only use Record Manually if payment has already been confirmed outside of GHL . 3.4 Transactions Tab Navigate to Payments → Transactions to verify payment activity: View successful and failed payments Identify payment status, amount, date, and last 4 digits of card Check when verifying if payment went through or why it failed 3.5 All Documents & Contracts Tab Navigate to Payments → All Documents & Contracts to confirm signed agreements and review stored contracts. 4. Best Practices Best Practices for Payments in GHL: Always double-check before using Void or Record Payment Use Search instead of scrolling Search by email for more unique client lookup Regularly review the Overdue filter Ensure invoice details (client name + plan) are accurate Cross-check Transactions before marking payment manually 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. Objection Handling Objections and Rebuttals This page contains all standard billing objections and approved rebuttals used by the Billing Department at Crowned Credit. Use these scripts when handling client concerns about payments, fees, and billing policies. # Objection Category 1 Why am I paying monthly? Billing Structure 2 I already told you I would pay on X date Payment Timing 3 The reactivation fee is too much Fees 4 3% Tax for the invoice Fees 5 Privacy and Card Security Security 6 Automatic Payment Policy Billing Structure 7 Payment Structure and Pay-After-Results Billing Structure 8 Over-Draft Policy Payment Issues 9 Card Declined Payment Issues 10 Payment Processing Time/Schedule Billing Structure Objections and Rebuttals — Billing Department Use the scripts below when handling billing objections from clients. Stay professional, empathetic, and solution-focused. Objection: "Why am I paying monthly? I just paid for monitoring." That's a great question! I'd like to clarify a few things regarding your monthly payments for your credit repair program. Your account is enrolled in a monthly subscription plan, which allows our team to continually work on improving your credit. Credit repair is not a one-time process, as it requires ongoing effort, monitoring, and multiple rounds of disputes to achieve the best results. Your monthly payment helps keep your program active and covers the work we do each month, including: Preparing and sending dispute letters Monitoring responses from credit bureaus and creditors Updating and analyzing your credit file Strategizing the next steps based on results Please note that credit monitoring is a separate service from credit repair. Your monitoring payments give us access to your up-to-date credit reports, which we use to plan and execute dispute processes accurately and efficiently. Also, our billing is monthly, not per dispute round, as the process involves consistent follow-ups and adjustments over time to ensure progress. We're committed to working on your file each month to help you reach your credit goals as efficiently as possible. If you have any questions about your progress, I'd be happy to assist. Objection: "I already told you I would pay on X date." We completely understand that you plan to pay on [X date], and we appreciate your communication. Please note that our billing policy allows for a 7-day grace period from the due date. If payment is not received within this period, we may have to temporarily terminate your account to maintain our service standards. In that case, a $50 reactivation fee would be required to resume services. We highly encourage timely payments so we can continue actively working on your credit file without interruption. Thank you for your understanding! Objection: "The reactivation fee is too much." We understand your concern regarding the $50 reactivation fee . Please know that this fee is part of our billing policy and is necessary to cover the work involved in reopening your account. Specifically, the reactivation fee covers: The setup and reactivation of your account in our system Preparation and processing of dispute letters under your name Ensuring your credit repair program resumes seamlessly This ensures that once your account is reactivated, we can continue working on your file effectively and without delay. We truly appreciate your understanding and cooperation as we strive to provide the best service possible. Note: If the client insists, you may seek approval from Jetro to waive the $50 reactivation fee . Objection: "3% Tax for the invoice" We wanted to let you know that a 3% processing/service tax is applied to your credit repair plan. This is a standard charge that covers payment processing fees and ensures compliance with local regulations for professional services. Rest assured, this fee is included to make sure your services are processed smoothly and without delays. Objection: "Privacy and Card Security" Understandable. We handle personal information with the utmost care, as we know how sensitive it is. Rest assured, our system uses the highest level of encryption to protect your data and prevent any unauthorized access. All billing and payment records are managed internally to ensure accuracy, security, and proper tracking. You can either use the secured payment link to pay manually, or we can process the payment for you over the phone if that's more convenient. Objection: "Automatic Payment Policy" Our system automatically processes your monthly payment using the card you provided for your initial payment. You'll also receive an invoice reminder 3 days before your due date to keep you informed. If you make a payment via Cash App , Zelle , or through our website, we do not have your card information on file. In this case, you'll need to pay manually using the invoice sent to your email. Once your payment is received, your card information will be automatically updated in our system for future billing. Note: They may also request to make a manual payment. Please inform the billing department for any necessary adjustments. Objection: "Payment Structure and Pay-After-Results Concern" Due to our system settings, we're unable to set up your invoice on a 'pay after results' basis. Our current structure requires active billing in order to process disputes and continue working on your file. Please note that your payment is applied to the current dispute cycle — it is not an extra or unused charge. We completely understand wanting to see progress first, and we want to assure you that you can always track real-time changes to your credit through platforms like Credit Karma or Experian.com . These sites update regularly and will reflect the results of our work as changes are made. Having payments scheduled before results allows us to avoid interruptions in service in the event of a failed payment, which helps keep the process streamlined and fair for both parties. So as long as your file is being worked on, your payment is being applied accordingly. Objection: "Over-Draft Policy" Our payment processor has confirmed that a payment will automatically decline if there are insufficient funds in the account. Please note that our system is set up with no overdraft fees , so it will not charge you beyond the available balance. If a payment still went through unexpectedly, it may have come from another account linked to the auto-draft, not from Crowned Credit . If you'd like, we're happy to review the transaction for you. Kindly send us a screenshot of the transaction showing it was from Crowned Credit , and we'll assist you promptly. Note: Send the screenshot to the Billing Department . Objection: "Card Declined" It was declined by your card issuer with the message: 'Card declined by issuer — please contact your bank to determine the reason.' This usually happens when the bank blocks the transaction for security or authorization purposes. We recommend giving your bank a quick call to confirm the reason and let them know you approve this charge. Once that's done, please let us know so we can retry the payment for you. You may also use a different card if that's easier. Objection: "Payment Processing Time / Schedule" Our system automatically processes payments every day at 3:00 PM EST . If, for any reason, the payment does not go through, you may receive an automated decline notification. If you need any assistance, please feel free to reach out and we'll be happy to help. Refund Policy Conditions This SOP is currently under development. Content coming soon. Timeline & 90-Day Guarantee This SOP is currently under development. Content coming soon. Documentation Required Quick reference for Billing & CSR. The full, canonical SOP lives in the Onboarding Operations book — see Onboarding Requirements — Documents & Verification Guide . Always defer to that page if anything below conflicts with it. What every client must send before dispute work begins Government-issued photo ID — Driver's License (FRONT only), State ID, or US Passport. Must be unexpired and show full legal name clearly. Social Security verification — Social Security Card (preferred), W-2, or 1099 showing the full SSN. Proof of Address (POA) — utility bill, bank statement, government letter, or lease agreement. Must be dated within the last 60 days and show the client's full legal name + current address. Quality standards (reject if any of these fail) Clear and fully readable — no blur, no crop, no cut-off corners. All four corners visible — no folded or hidden edges. JPG, PNG, or PDF only — no screenshots of screenshots. Driver's License: FRONT side only. POA dated within 60 days of submission. Common client questions billing/CSR will hear "Do I need to send the back of my license?" No — front only. "My utility bill is 3 months old, can I use it?" No — must be within 60 days. Ask for a current bank statement instead. "I just moved and have no bills here yet — what do I do?" Send a signed copy of the lease agreement at the new address. "Can I use a Passport instead of a Driver's License?" Yes — US Passport or Passport Card is fully accepted. "I lost my Social Security Card." A W-2 or 1099 showing full SSN is accepted as a substitute. "I don't have any bills in my name — only a PO Box." Escalate to Team Lead for approval before accepting a PO Box. If client refuses to send POA Client must still provide current address verbally or in writing. Notify the Dispute Team — they will generate the POA internally. Log it in GHL notes: "Client declined POA submission — address confirmed verbally. Dispute Team notified." If client has no supporting documents at all Escalate to Team Lead before proceeding. Do not start dispute work without verified docs. For full details, edge cases, and the legal reasoning, read the master guide: Onboarding Requirements — Documents & Verification Guide . Escalations Chargebacks This SOP is currently under development. Content coming soon. Cancellation Requests Cancellation Requests Quick policy: For recurring dispute plans, the enrollment payment starts the first dispute cycle and each additional monthly payment covers the next cycle. Once a billing cycle has started, that cycle is not prorated if the client cancels mid-cycle. What happens when a client cancels after a monthly payment? If the client already paid for the current billing cycle, that payment stays applied to that cycle. We do not prorate the payment just because the client canceled after the cycle began. The team should continue the dispute work tied to that paid cycle as the client's final round. The cancellation prevents future billing, as long as the request is submitted before the next billing date. Simple rule for team members Paid cycle = worked cycle. No proration mid-cycle. Cancellation stops the next charge, not the current paid cycle. Example timeline Example: A client signs up on April 21, pays the next monthly bill on May 21, then asks to cancel on June 1 after the first round results come in. The May 21 payment is not prorated . That paid cycle is still worked and treated as the final round . If the cancellation request is submitted before the next billing date, the client will not be charged again on the next cycle. How to explain it to the client Your current billing cycle has already been paid and started, so it is not prorated. We will complete the work tied to that paid cycle as your final round. Your cancellation will stop future billing as long as it is submitted before the next billing date. Related pages Client Cancellation and Refunds Recurring Billing, Invoices and Cancellations Partial Payment SOP — Split Payments and Deferred Balances This SOP defines how to handle partial payments — when a client pays part of their onboarding/setup fee or monthly balance and wants to roll the remainder into a future bill or pay it off over time. This is distinct from an Advance Payment (early payment of a full monthly) and from the Failed Payment Recovery dunning sequence. Purpose Clients will often ask variations of "Can we add the rest to my next bill?" or "Can I pay the remainder over the next couple months?" This SOP gives CSRs and Billing a single, consistent answer and the GHL click-path to execute it correctly without breaking the recurring schedule or leaving unbilled balances sitting in limbo. Scope Who this applies to: All CSRs, Closers, and Billing (Khryzza, Regine). What this covers: Setup-fee partial payments, monthly-fee partial payments, and reinstatement/upgrade partial payments. What this does NOT cover: Advance payments (see Advance Payment Adjustment SOP — page 211 ), failed recurring payments (see Failed Payment Recovery 7-Touch Dunning — page 212 ), or refunds. Core Rule — Service Delivery First-round disputes do NOT start until the setup fee is paid in full. This was confirmed by Lexer/Jethro on 2026-03-26. If a client pays a partial setup fee, onboarding tasks (portal access, credential collection, SmartCredit setup) can proceed, but the disputing team will not pull reports or file the first round until the balance is cleared. Always put this in the GHL note and communicate it to the client up front: "Great — we'll get you onboarded today. Your first dispute round goes out as soon as the remaining balance is settled on [date]." Scenario 1 — Partial Setup Fee, Remainder Added to Upcoming Monthly Bills Example: Client owes $249 setup but can only pay $149 today. They want the remaining $100 rolled into their next month's bill. CSR confirms with client in writing (SMS or call recording): amount paid today, remaining balance, and which future date/bill the remainder will be added to. CSR adds GHL note on the contact: "Partial setup payment $X today. Remaining $Y to be billed on [date] / added to [month] monthly invoice. First dispute round pending full setup payment." CSR tags the contact in GHL with partial-payment and setup-balance-owed . CSR notifies Billing (Khryzza or Regine) in Discord #customer-support or WhatsApp with: client name, GHL link, amount paid, remaining balance, target bill date. Billing creates a one-time invoice for the remaining balance with the due date matching the client's next monthly billing date. Do NOT merge the balance into the recurring monthly invoice itself — keep it as a separate one-time invoice so the recurring amount stays clean for future months. Billing sends the invoice link via SMS using the standard payment-link template. Once the remaining balance is paid, Billing removes the setup-balance-owed tag and notifies the dispute team so the first round can be pulled. Scenario 2 — Partial Monthly Payment Example: Client's $199 monthly fails or they can only cover $100 this month and want the other $99 added to next month. Treat the current month as a failed payment and follow the 7-Touch Dunning SOP (page 212) until the full monthly is recovered — do not roll monthly balances forward by default. Exception: If Billing lead (Khryzza) or Jethro explicitly approves a split, Billing creates a one-time invoice for the deficit due on a specific date and adds a GHL note documenting the approval and approver. Do not change the recurring invoice amount — keep the monthly plan fee intact. Scenario 3 — Partial Payment for Reinstatement or Plan Upgrade Example (Andre Ainsley, 2026-02-03): client paid part of a reinstatement/upgrade fee and wanted the rest deferred. CSR confirms the new plan (Essential / Accelerated / Momentum) and total amount owed. CSR collects the partial payment and documents the remaining balance + target date in the GHL note. Billing updates the plan tags in GHL ( plan-essential , plan-accelerated , plan-momentum ) only after the full reinstatement/upgrade amount is collected . Until then, keep the client on the previous plan and mark the contact with upgrade-pending-balance . Same one-time invoice approach as Scenario 1 for the remaining balance. Client Scripts When client asks "Can I pay part now and the rest later?" "Yes, we can split it. Here's how it works: you pay [amount] today, and I'll have our billing team send you a separate invoice for the remaining [amount] due on [date]. For setup payments, just a heads up — your first dispute round starts once the full setup fee is paid. Does that work for you?" SMS confirmation after partial payment "Hi [First Name], thanks for your payment of $[X] today! Your remaining balance of $[Y] will be invoiced on [date]. You'll get a payment link via text and email when it's ready. — Crowned Credit Team" Red Flags — Escalate to Billing Lead Client wants to split into more than 2 payments. Remaining balance target date is more than 30 days out. Client has a history of failed payments or is currently in the dunning sequence. Client is asking to split a Momentum ($1,095) setup — always needs Jethro or Billing lead approval. GHL Tags Used in This SOP partial-payment — client paid part of a fee, remainder owed setup-balance-owed — remove once setup fee is fully paid; first round can then be pulled upgrade-pending-balance — plan upgrade/reinstatement paid partially; do not update plan tags until fully paid Related Pages Payment Processing Overview — page 210 Advance Payment Adjustment SOP — page 211 (different scenario — early full payment) Failed Payment Recovery (7-Touch Dunning) — page 212 Payments in GHL (Navigating the Payments section) — page 311 Recurring Billing SOP — page 313 Payment Methods SOP — page 310 Reactivation SOP — page 214 Pricing Plans & How to Present — page 202 Revision History 2026-04-18 — Initial version. Triggered by a recurring gap surfaced via the Wiki Builder Discord monitor: Charles Dearmon partial payment question (2026-04-17, #customer-support, priynggull), plus historical references — Lexer 2026-03-26 (partial setup / first round start rule), Andre Ainsley 2026-02-03 (partial reinstatement + upgrade), Frederick Beacham 2025-12-24 (Momentum partial $250). Auto-Debit (Autodebit) — CSR Lookup & Past-Due Decision Tree What the team calls "autodebit" "Auto-debit" (also written "autodebit" or "auto debit" by the team) is the same thing the official SOPs call recurring billing / autopay . It means GHL automatically charges the client's card on file every month on their billing date. This page exists because CSRs keep asking "is this client on autodebit?" and there was no page indexed for that term. Related canonical pages: Recurring Billing SOP Payment Methods SOP Failed Payment Handling SOP Monthly Billing SOP How to check if a client is on auto-debit Open the client's contact record in GoHighLevel . Go to the Payments tab (right sidebar). Look for an active Subscription — not just a one-time transaction. Status should read Active . Confirm a card on file is attached and not expired. If both are present, the client is on auto-debit. Next charge date is listed on the subscription. If there is no active subscription, the client is not on auto-debit — even if they have a card saved. A saved card only means we can manually run a payment; it does not mean the system will charge them automatically. Decision tree — client is past due but has money on the card This is the exact scenario from the field (Nola Adefuye case, 2026-04-22): client is past due, CSR sees funds on the card, client asks "aren't you supposed to auto-debit me?" Check subscription status first. If the subscription is paused , cancelled , or was never created → that is why auto-debit did not fire. Do not tell the client it "failed" — it never attempted. If subscription is active but payment failed (card declined, insufficient funds at the time of attempt, 3DS challenge, etc.) → follow the Failed Payment Handling SOP . Do not manually re-run without permission per that SOP. Client confirms funds are available now. Options, in order of preference: Ask permission to re-run the failed charge from GHL Payments tab → Transactions → Retry. If retry is not available, manually charge the saved card for the past-due amount. If the subscription is paused/cancelled, reinstate it per the Recurring Billing SOP before collecting, so next month bills correctly. Document the outcome in the contact notes: what was charged, when, and that the client gave verbal/written permission. If the client's card declined repeatedly , escalate to billing lead — do not tag Jethro directly. Common client-facing phrasing (do not copy verbatim — adapt) "Good news — you are enrolled in auto-debit, but your [Month] payment did not go through on [date] because [reason]. I can re-run it right now with your permission, or we can schedule it for a specific day this week. Which works better for you?" "I looked at your account and you are not currently set up for auto-debit. I can get that turned on in two minutes so you never have to think about it again. Want me to set that up?" What NOT to do Do not tell a client "the system was supposed to charge you" unless you have verified the subscription was active at the time. Do not run a second charge while a failed attempt is still pending in the processor — wait for it to settle or contact billing lead. Do not cancel a subscription to "reset it" — reinstate or update the card per the Recurring Billing SOP. Page created: 2026-04-23 — triggered by recurring team questions in #customer-support where the team uses "autodebit" as their working vocabulary but no page was indexed under that term.