Procedures

1. New Clients: The Marketing Consultant gathers the card information during the sales process and provides that to the General Manager. Depending on the service, they run the one-time payment or set-up recurring payments and prints the receipt for the client folder.
2. Updating Credit Card Information: When a client needs to update their payment information, record the new card number and put in the box labeled “New CC Info / Payments to Process” on the the General Manager’s desk. Once the information has been updated, they will file the card information in the client’s file (removing and shredding outdated card information).

Skipped Payment Policies:

1. If there’s a skipped payment, we notify the client who then has five days to update the card information. On the fifth day, PayPal automatically attempts to process the payment again. If the payment doesn’t go through, we notify the client again, who has another five days to update the information. After the five days, PayPal will again attempt to process the payment. If it fails this time, PayPal will not attempt to process the payment and we send the client the third skipped payment email, which informs them they have 48 hours to update payment information or their website will be suspended. (See more details in the “Communicating with Clients” section.)
2. While a Client is in collections, no website design updates will be completed. If it’s an SEO Client, SEO will pause and resume when payment information has been updated.
3. If a client has been in collections for hosting services three times in twelve months, they will be given the option to pay yearly for hosting or transfer to another hosting provider.
4. To read the full policies and procedures, click here.

Documenting the Information

1. There are several ways we keep track of who is in collections. The resources we use include:
   1. Collections Email – After emailing the clients to notify them of a skipped payment, the billing and collections manager emails the rest of the team with a list of who is in collections.
   2. Salesforce Profiles – Each client has their own profile with business and contact information and a “Chatter” section where we document all correspondence. This is done when emailing the client to notify them of a skipped payment.
      
   3. Salesforce Homepage – Here we keep a running list of clients who are behind on payment, separated into those in collections and those whose website have been suspended. This is done after sending the Collections Email so everyone has an easy reference of who’s in collections.
   4. Collections Spreadsheet – This is a Google Drive document that’s updated as you’re sending client skipped payment notifications. This is a more detailed account than what’s on the Salesforce homepage, because it keeps track of the number of skipped payments and the date(s) we notified the clients. This is only accessible by Joe, Leah and the Billing and Collection Manager.
      

Communicating with Clients

1. PayPal will send a skipped payment email notification to [email protected]. After the first skipped payment, email the client the first skipped payment email (see image below for instructions on how to insert canned responses). Be sure to copy and paste this email into the “Chatter” section of the client’s Salesforce profile. Also, update the Collections Spreadsheet with the client’s information and adding the date the email was sent.
   
2. PayPal will attempt to run the payment again after five days. If the card doesn’t go through, you’ll receive a second skipped payment email. Repeat the same process as before: find the client’s email in Salesforce, email them using the canned responses, paste this info in Salesforce, and update the Collections Spreadsheet.
3. If after another five days the client still has not updated their payment information, PayPal will send a “Payment Failed” email indicating they will not attempt to process the payment again. This time, the email you send the client (same procedure as the first two skipped payments) will tell them to update their payment in the next 48 hours or their website will be suspended (applies to hosting, web design and SEO clients whose websites we’ve designed).

General PayPal Information

Here are some things to be aware of:

1. After you create a recurring payment profile, PayPal will change the name associated with it to the name of the credit card and this may be different that the name you entered when setting it up. for example, you may have entered, “Jimi Hendrix” but the card is actually under his business partner’s name, “Noel Redding”. So when you search for it later, Hendrix’s name is no where to be found! To avoid the confusion, when you create the recurring payment, copy and paste the Profile ID into Salesforce so this can be used to search. Also, copy and paste the name the profile Paypal actually saved it under into Salesforce next to the Profile ID.