Payment Extension SOP
Crowned Credit – Payment Extension SOP
1. Objective
FullConsistent contentprocess 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 —
receiveextensionsrequest,withineligibility rules (7-day graceperiod),only - Extensions
confirmcannotterms,exceedfailure7afterdays beyond due date unless case-by-case approved
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
followsrequests,standardoutcomes - GHL
process,—resolution,paymentdocumentation.notes and communication - Discord — payment channel updates
Special Notes
- No billing date changes — only extensions within the grace period
- If client switches payment methods:
- Option 1: Pay in advance with new card
- Option 2: Wait for next active invoice