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