After payments have been drafted, check the Unsuccessful Payment Collections report to see if something has been returned. (Reports > Payments > Unsuccessful Payment Collection preset report) If necessary, export this report to a PDF to keep track of clients that need contacting.


Recommend collections process:

  1. Call the client and discuss the issue.
  2. If you do not get a response within 3 days, send a letter or email
  3. If you do not get a response within 10 days,  reprocess the default payment, add a supplemental payment to cover costs such an NSF fee and charge that payment as well.


Additional recommendations for NSFs:

  • If there is an issue for 2 consecutive months, the practice should cancel the wellness plan and send to collections. Historically keeping the plans active does not guarantee payment.
  • If there are NSF issues twice during the year, set the plan to Do Not Renew for the next year and let the client know the last month of the plan.