Payment Extension SOP
Crowned Credit – Payment Extension SOP
This SOP defines the consistent process for handling payment extension requests at Crowned Credit. All Billing team members must follow these steps to grant extensions, maintain records, protect revenue, and ensure full transparency with clients enrolled in recurring monthly plans.
1. Objective
Consistent process 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.
- Leniency on first payment if initial billing date differs from signup date
- Subsequent payments follow regular date — extensions within 7-day grace only
- Extensions cannot exceed 7 days beyond due date unless case-by-case approved
⚠️ Extensions cannot exceed 7 days beyond the due date. Any exception requires case-by-case manager approval.
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 |
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 requests, outcomes
- GHL — payment notes and communication
- Discord — payment channel updates
Special Notes
⚠️ No billing date changes — only extensions within the grace period are permitted.
If client switches payment methods:
- Option 1: Pay in advance with new card
- Option 2: Wait for next active invoice