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 the patient doesn’t respond after 7 days, Hint will attempt to charge the card once more (attempt #4)
By default, Hint sends two email notifications to patients at day 1 and day 10 after an automated payment fails. You have the option to customize these messages, the timing, and add additional email outreach.
Here is how you view and update these 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: