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Failed Payment Handling SOP

FullThis contentpage covers the complete failed payment handling process at Crowned Credit — monitorfrom paymentidentifying status,failed identifypayments via Discord alerts, log in Excel tracker,to follow-up sequencesequences, 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 GHLPayment tracking and auto-draft scheduling DiscordPayment notifications (Success channel / Failed channel) Excel TrackerLogging 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 1-3Retry retryauto-draft (system) + manual,Manual follow-upsGHL Auto + Call, SMS, Email Day 4Skip— skip, Day 5-7Manual manual),follow-ups specialonlyCall, cases,SMS, Email After Day 7If no response/payment declined - TerminationGHL + Discord
        Warning: If there is no response or if payment resolution,is documentation.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
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