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Account Pause & Suspension SOP

FullThis contentSOP —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,Client 14-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 no-feegrace window,period aftergiven 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 fee,reactivation afterfee. After 2 months — a new plan required)will be required.
            📩 PAUSE CONFIRMATION (Billing Only)

            Thank you {{contact.first_name}}, Suspensionwe (credittruly monitoringappreciate issuesthe -opportunity 5to dayhave auto-suspend,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;fee
            incomplete• onboardingAfter -2 21months day— grace period), System updates, Resolution steps, Client scripts (pause request, pause confirmation, CM suspension, reactivation message,a new plan overwill 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).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
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