H. Collections and Dunning (Failed Payments)
Complete process documentation and controls
Billing system payment attempt fails (declined card, insufficient funds, expired card, ACH rejection)
- 01Billing system payment fails and triggers automated dunning email (Day 0)
- 02Billing system retries payment on Day 3, Rep sends personalized follow-up email
- 03Billing system retries payment on Day 7, Rep sends second follow-up email with urgency
- 04Billing system retries payment on Day 14, Rep sends final notice email
- 05If payment succeeds at any retry, customer receives confirmation and account remains active
- 06If all retries fail, Krystal informs support team
- 07Support team suspends account access via Auth0 and sends suspension notice
- 08Cancellation decision made on case-by-case basis
- 09Krystal logs failed payment in QuickBooks and writes off if uncollectible
Day 0: "Your payment failed. Please update your payment method." | Day 3/7/14: Progressive urgency. | Post-final retry: "Your account has been suspended due to non-payment. Please update your payment method to restore access."
Dunning emails not sent, retries not attempted, account suspended prematurely, customer not notified, payment recovered but access not restored, automatic cancellation without case-by-case review
Billing system automated dunning schedule, Rep manual review of failed payments daily, Krystal approval required before cancellation, automated email triggers at each retry, case-by-case review before cancellation (no automatic cancellation after fixed days)
System of Record
Stripe/QuickBooks (payment status, dunning schedule)
Owner
Claudio (Responsible for personalized outreach), Krystal (Accountable for suspension, cancellation, and write-offs), Support team (Responsible for account suspension via Auth0)
Inputs
Customer ID, subscription ID, payment method, failure reason
Outputs
Payment retry attempts, dunning emails sent, account suspended or payment recovered, subscription canceled if unrecoverable (case-by-case)