REMOVE "cancellation" from CRC step 5 of dunning
S
Stirgus CreditRepair
When clients payments decline, it is unlikely they will update their payment within a few days. Some may, but most usually wait for their next pay check in 2 weeks or so. We need to STOP CRC Billing from sending our clients a "your subscription is cancelled" after the 5th dunning notice. This makes too many of our customers think we cancelled their account, OR causes an issue when we go back and bill them manually as instructed by them.
For example, a customer stated they will pay on March 11th, so we attempted to bill them today, by processing a manual invoice. They called and claimed we shouldn't have attempted to bill them, because we sent them an email, stating their account was cancelled (CRC Billing auto email after 5th dunning attempt).
We had to slowly explain to the client we did not cancel their account with us and the email was invalid. This has confused tons of clients. We even had some clients state they went to another company, because we sent them an email, stating their account/subscription has been cancelled.-VERY CONFUSING EMAIL!
Answers to keenan questions:
- What should we state after the 5th dunning attempt? Something in the lines of "We have tried to collect payment multiple times and failure to update your billing could risk your account being cancelled in the future. Please contact us ASAP". -Please DO NOT send them an email stating we cancelled their subscription!
- Why is this important? It prevents customers from being confused and causing issues, by them thinking we cancelled their account with us.
- Are there any laws on changing these words? No...
- What should happen after the last dunning attempt? ANYTHING, besides cancelling the clients subscription, PLEASE! -Once all dunning attempts are over, leave it up to CRC users to manually send new invoices, set new payment dates, etc.
K
Keenan Jones
Hello Stirgus CreditRepair! I have a few more questions for you:
- What specific wording would you prefer to use in the email after the 5th dunning attempt?
- How would you like to handle communication with clients who have not updated their payment information after the final dunning attempt?
- Are there any specific scenarios or exceptions we should consider when modifying the dunning process?
S
Stirgus CreditRepair
Keenan Jones I'm curious, Are these questions automated or are these really asked by you? I figured I'd answer these ahead of time, but maybe these responses are auto-replies/AI?
I answered this in my post, read here:
-Something in the lines of "We have tried to collect payment multiple times and failure to update your billing could risk your account being cancelled in the future. Please contact us ASAP".
-We have a policy to manually contact the client after 30 days of no payment, we will then cancel their account if not updated within 30 days of declines.
-Once all dunning attempts are over, leave it up to CRC users to manually send new invoices, set new payment dates, etc.
K
Keenan Jones
Hey Stirgus CreditRepair I want to be transparent - our follow-up questions are automated with AI assistance, but I personally review every response. Thank you again for your feedback. I'm reviewing this with our entire team.