How to manage Failed Payments

Purpose

This SOP details the precise steps for managing failed client payments within SWEAT Digital. Its core purpose is to systematically retry failed payments, communicate clearly and consistently with clients about outstanding invoices, and ensure accurate tracking and resolution of payment issues. This guarantees prompt collection of dues, minimizes service interruptions, and maintains precise financial records for SWEAT Digital.

Scope

This SOP applies to all SWEAT Digital clients with failed payments. The process involves using Monday.com for tracking, Ignition for payment retries and invoice details, and Help Scout for client communication. The Support Specialist is the primary role responsible for executing this process.

Definitions

Roles & Responsibilities

Prerequisites

Before initiating this SOP, the following must be in place:

• Access to Monday.com with the necessary permissions to update client payment statuses.
• Access to Ignition with the necessary permissions to retry payments and view client invoice details.
• Access to Help Scout (or the designated support Gmail account) for client communication.

Triggers

This process is triggered by:

• A notification of a failed payment in Ignition.
• The scheduled Monday, Wednesday, and Friday check for new and existing failed payments.

Step-by-Step Process

1. Identify and Track Failed Payments

• When: Every Monday, Wednesday, and Friday.
• Action: Log into Ignition to identify all new failed payments since the last check.
• Record: For each new failed payment, create a new item in the designated "Failed Payments" board in Monday.com. Include:
  • Client Name
  • Invoice Amount
  • Invoice Number

2. Initiate Payment Retries (Attempts 1-3)

• For each outstanding failed payment in Monday.com:
  • In Ignition: Navigate to the client's relevant invoice.
  • Click "Reschedule", then select "Collect Now."
  • Refresh the Ignition page immediately to observe the payment outcome (success or failure).

3. Update Monday.com Status and Trigger Automated Notifications

• IMPORTANT: The status you select in Monday.com automatically triggers the corresponding email notification to the client.

  If Payment Fails (Attempt 1, 2, or 3):

  • Update Monday.com: Set the "Attempt" column status to "Attempt X Failed" (e.g., "Attempt 1 Failed").
  • Verify Email:
    • Navigate to Help Scout and check the client's conversation history in the "Closed" mailbox to confirm the automated email was sent.

    • Access the Client Bible (our internal client knowledge base) and verify that the "Billing Email" field for the client is not blank and contains a valid email address. This ensures future communications are successful.

      If Payment is Successful:

  • Proceed directly to Step 5: Confirm Successful Payment.

4. Special Handling for Fourth Failed Attempt

• If a payment fails for the fourth time:
  • Last Retry: In Ignition, navigate to the client's invoice, click "Reschedule," and select "Collect Now" one final time.
  • Refresh the page to observe the outcome.
  • If Payment Fails Again (5th total failure):
    • Update Monday.com: Set the "Attempt" column status to "Attempt 4 Failed." This triggers the automated email notifying the client of account and service suspension.
    • Suspend Services: Immediately initiate the client service suspension process. Refer to the specific SOP: How to manage Client Service Suspensions
    • No further payment retries will be made for this invoice.
  • If Payment is Successful on the 4th Attempt:
    • Proceed to Step 5: Confirm Successful Payment.

5. Confirm Successful Payment

• If a payment attempt is successful in Ignition (on any attempt):
  • Update Monday.com: Set the "Attempt" column status to "Paid."
  • This "Paid" status automatically triggers the "Payment Received" confirmation email to the client via Help Scout.
  • The item will automatically move to the "Paid" section within the Monday.com board, providing a clear record of resolution.

Notes

• Consistency is Key: Ensure you are checking for and managing failed payments every Monday, Wednesday, and Friday without fail.
• Accurate Tracking: Always update Monday.com immediately after each payment attempt and communication to maintain accurate records.
• Clear Communication: Ensure all client emails are personalized with the correct details and provide clear instructions for making payment.
• Escalation: After three failed attempts, be prepared to escalate to the "Pause of Services" process promptly to minimize financial impact.

Tools Used

Templates