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            Collections Recommendations

            Modified on Mon, Aug 3 at 4:45 PM

            Helpdesk Knowledge Base · Petly Plans · Payment Management

            Collections recommendations

            Updated 2026Applies to: Petly Plans · Administrators · ManagersReading time: ~3 min

            After payments have been drafted, check the Unsuccessful Payment Collections report to see if any payments have been returned. If necessary, export the report to PDF to keep track of clients that need contacting.

            Reports›Payments›Unsuccessful Payment Collection
            AdministratorManager
            Proactively reduce declined payments

            Authorize.Net Account Updater

            Sign up for the Authorize.Net Account Updater to automatically keep credit card numbers and expiration dates current, reducing the number of declined payments before they happen.

            Automatic payment reprocessing

            Set up the application to automatically reprocess declined payments 4 days after they were initially declined — reducing the need for manual follow-up.

            Recommended collections process
            ?
            Step-by-step collections process
            Follow this sequence when a payment is returned or declined
            1
            Immediately
            Call the client

            Contact the client by phone to discuss the payment issue. Confirm their payment information is current and arrange for the payment to be collected.

            2
            If no response within 3 days
            Send a letter or email

            If the client does not respond to the initial call within 3 days, follow up with a written letter or email. See the Outstanding Payments — NSF Letter template available on the helpdesk.

            3
            If no response within 10 days
            Reprocess the payment and charge a supplemental payment

            If still no response after 10 days, take the following actions:

            • Reprocess the default payment.
            • Add a supplemental payment to cover any applicable costs such as an NSF fee.
            • Charge the supplemental payment as well.
            Additional recommendations for NSF
            ⚠️ NSF (Non-Sufficient Funds) — escalation guidelines

            2 consecutive months of NSF issues — Cancel the wellness plan and send the account to collections. Historically, keeping plans active in this scenario does not guarantee payment will be collected.

            2 NSF issues at any point during the year — Set the plan to Do Not Renew for the following year and notify the client of the final month of their current plan.

            Related resources
            Authorize.Net Account Updater — sign up and overviewAutomatically reprocess an initially declined paymentOutstanding Payments — NSF Letter templateAdd a supplemental paymentChecklist: Handle overdue payments

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