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:
A scheduled payment is attempted on the due date of the invoice (attempt #1).
If attempt #1 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 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:
Navigate to Admin > Notifications > Patient Notifications
Scroll down to 'Charge Failed' and 'Charge Failed (Follow-Up)'
Click to View, Customize, or Schedule
From Schedule, choose to add additional emails
View a video tutorial here: