How To Update Client Credit Cards

When a client is enrolled in our program, we always have at least one credit card on file (unless they wired us a payment). Sometimes, a client proactively informs us that they’d like to use a different card for whatever reason. 

Next Steps

1. Immediately after they request to update the card on file, locate their customer profile in Stripe/Easy Pay Direct and pause the subscription payment collection until the new card has been submitted by the client.
2. Find the client profile in close.io and familiarise yourself with their payment plan and collection dates.
3. Create a task in the ‘SWS/SI Billing Pipeline’ under the section ‘To Be Collected’ using the already existing template (you will have to change the name, email, and amount due). Select a date on the task that you’ll follow up with the client to ensure collection takes place.
4. We will send them this link for Stripe and this link for EasyPay where they will then need to use the new card to process this one-time $1 payment.
5. Once the card has been submitted, we will get a Slack notification that a $1 payment has been made by the client.  We will once again find that customer profile on the merchant processor (Stripe or EasyPay) and update the subscription from the current card on file or the most recent card updated.
6. If it is a case where the payment failed and the client is not responding to our communication, the card on file will be tried again in a period of 14 days. If no communication attempt is made by the client, they will be removed (following off-boarding SOP due to delinquency).

Speed Of Execution Is Important

If a client is being proactive by letting us know that in order for us to receive payment, we will have to use a different card, that means we need to reciprocate this proactiveness by giving them the $1 payment link as soon as we can. 

Otherwise, if we delay even by a day or two, the billing team will try to collect payment with the only card(s) we have on file, which will only cause more work for them because the card will inevitably decline.