Next Steps for Missed Payments

This guide outlines recommended next steps for managing missed payments based on specific client responses. These steps help maintain clear communication, timely follow-ups, and ensure a consistent approach to handling client relationships and payment continuity.

Updated Payment Method Needed

1. Confirm Update: Verify that the new payment method has been correctly set up in ARC.
2. Attempt Payment: If the payment hasn’t been made, attempt to process it using the updated payment method.
3. Follow-Up Confirmation: Contact the client to confirm the update was successful and remind them of any changes to autopay settings to avoid future issues.
4. Update the correct payment method in the agreements tab for future autopayments.

Financial Hardship 

1. Establish Payment Plan: Work with the client to create a documented payment plan in ARC that addresses their current situation.
2. Set Expectations: Clearly explain the need to keep new invoices current to prevent further delays, even if some payments are deferred with a Pause in their agreement. Pauses should be communicated through a ticket to the National Support team with a minimum of 20 days' notice prior to the ad deadline, and only allotted 1 pause option is allotted every 12 months. 
3. Regular Follow-Ups: Schedule regular check-ins with the client to ensure they are adhering to the plan and address any new issues if they arise.

Temporary Cash Flow Issues

1. Offer Payment Flexibility: Work with the client to establish terms for a payment extension or temporary pause suspension of services as appropriate.
2. Document Terms: Record the agreed-upon arrangement in ARC, ensuring the client understands the conditions for resuming regular billing practices.
3. Regular Review: Schedule follow-ups to review the client’s situation and ensure they are prepared to resume payments when agreed.

Dissatisfaction with Publisher or Services

1. Identify Service Issues: Document any valid service concerns in ARC and discuss potential adjustments with relevant internal teams.
2. Summarize Changes: Provide the client with a summary of agreed adjustments and timelines for improvements.
3. Follow-Up on Satisfaction: Reach out to confirm the client’s satisfaction with the changes and confirm that payment will be processed.

Non-Response/No Clear Reason Given

1. Structured Communication: Use a sequence of follow-up emails and phone calls to remind the client of the outstanding payment and reiterate expectations.
2. Final Demand Stage: If the client remains unresponsive after multiple attempts, escalate the account to a final demand stage. 
3. Documentation: Record all communication attempts in ARC for transparency and consistency.

Payment Dispute or Billing Error

1. Clarify and Review: Address any confusion with the client by reviewing the invoice details together. Correct errors if needed or explain valid charges per the signed agreement.
2. Highlight Payment Responsibility: Remind the client that they are obligated to understand their payment responsibilities as outlined in their signed agreement, which they can access anytime in the customer portal.
3. Confirm Resolution: Ensure the client has received any corrected invoice and understands their responsibility. Follow up to confirm the payment is processed.

Didn’t Receive Invoice

1. Verify Contact Information: Check that the client’s contact details are correct in ARC. Resend the invoice via email or the customer portal as needed.
2. Check Contact Type: Publishers and PDs should confirm that the correct contact type is listed in ARC to ensure the client receives all relevant communications.
3. Confirm Email Viewing: In ARC, look at the history in the client’s account details tab to confirm if the email was viewed.
4. Follow-Up: After resending, follow up to confirm the client has received and reviewed the invoice.

Delay Due to Client Internal Processes

1. Align Timeline: Discuss a realistic timeline for payment with the client based on their internal processes and document this in ARC.
2. Adjust Billing Cycle: If delays are recurring, consider sending early, manually created invoices to align with the client’s process to prevent future delays.
3. Follow-Up Reminder: Track the agreed payment date in ARC and set a reminder to follow up if payment to ensure received by the collections deadline.

New to Payment Process

1. Guide Through Process: Walk the client through the payment process, showing them how to use features in the customer portal, such as autopay setup or making one-time payments.
2. Confirm Successful Payment: Ensure the payment has been successfully processed, either through autopay or manually, depending on the client’s choice.
3. Provide Reference Guide: Send a quick reference guide or FAQ to help them navigate the payment process independently in the future.

Request for Additional Services or Discounts

1. Clarify Contract Terms: Reinforce that additional services or discounts are not available until outstanding balances are cleared and that any changes must align with contract terms.
2. Follow-Up on Payment: Confirm the client’s commitment to clearing the outstanding balance. Once payment is received, revisit their interest in added services as an opportunity to build value.
3. Avoid Concessions Outside Agreement: Ensure that all discussions and adjustments stay within the existing contract terms and avoid offering discounts or concessions beyond what is agreed.

Repeated Missed Payments Without Explanation

1. Reinforce Payment Expectations: Firmly remind the client of their obligation to make timely payments to maintain uninterrupted service.
2. Escalate if Needed: If payments continue to be missed, escalate the account to a higher-level review and set stricter payment guidelines if necessary.
3. Suspend Services: Consider suspending services if the client fails to make regular payments despite escalations. Document all communication and steps taken in ARC.

Check in the Mail/Didn’t Know Due Upon Receipt

1. Clarify Payment Timeline: Explain to the client that check payments must be scheduled to arrive by the due date to avoid being marked overdue. Remind them that invoices are due upon receipt.
2. Offer Reminder Options: Suggest setting up an automated reminder or an invoice schedule to help the client stay on track with timely payments.
3. Set Expectations with Publishers/PDs: Encourage publishers and PDs to clarify this timeline and responsibility upfront with check-paying clients, as checks sent after the invoice is received often show as overdue in AR until processed.

Final Steps

1. If outstanding balances exceed 3 missed payments and after exhausting all collections efforts, work directly with your Business Coach or Region Partner to get the client removed from the Publication.
2. Upon Approval by Business Coach or Region Partner, submit a ticket to National Support to cancel the remainder of the agreement.
3. In the ticket, provide:
   1. Approval Verification
   2. Account Name
   3. First Month to Cancel
   4. Verify if all or partial cancellation fees will be applied and invoiced or reinvoiced at a settlement amount
   5. Verify if open balance is one of the following;
      1. Written off
      2. Debt assigned to Publisher
      3. Left in ARC for further collection attempts through POS