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