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Charge Failed Notification Schedule

charge fail, email, patient, attempt, dunning, collections notifications

Tasha Demkiw avatar
Written by Tasha Demkiw
Updated over a week ago

When an auto-payment fails on an invoice, Hint has an automated collections process to ensure you can get paid by your members without manual intervention.

Retry Schedule for Auto-Pay Credit Cards:

  1. A scheduled payment is attempted on the due date of the invoice (attempt #1).

  2. If attempt #1 fails, Hint will retry that card in 24 hours (attempt #2).

  3. If attempt #2 fails, Hint will retry the card in 48 hours (attempt #3).

  4. If the patient doesn’t respond after 7 days (i.e. 10 days after the initial failed charge), Hint will attempt to charge the card once more (attempt #4).

Please note that Hint does not retry failed ACH payments. Once an ACH payment fails, only notifications are sent - no additional payment attempts are made.

Notification Schedule

After an auto-payment fails, Hint sends email notifications to patients at day 1 and at day 10 by default. You have the option to customize these messages, their timing, and add additional email outreach.

To view and update the charge failed notification settings:

  1. Navigate to Admin > Notifications > Patient Notifications

  2. Scroll down to 'Charge Failed' and 'Charge Failed (Follow-Up)'

  3. Click to View, Customize, or Schedule

  4. From Schedule, choose to add additional emails

View a video tutorial here:

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