When a payment on an invoice fails, Hint has an automated collections process to ensure you can get paid by your members without manual intervention.
For Auto-Pay Credit Cards:
A scheduled payment is attempted on the due date of the invoice (attempt #1)
If it fails, Hint will retry that card in 24 hours (attempt #2)
If attempt #2 fails, Hint will retry the card in 48 hours (attempt #3)
If attempt #3 fails, Hint will send an email to the patient (first email to patient)
If the patient responds and adds a card within 7 days, Hint will auto-process the payment
If the patient doesn’t respond after 7 days, Hint will attempt to charge the card once more (attempt #4)
If attempt #4 fails, Hint will send a final follow-up email to the patient, and send a notification to the practice users about the failed payment. The status of the invoice will also transition out of “retrying” back to “issued”.
The emails to the patients are sent after 3 days and after 10 days from the initial attempt, for all cards.