Payment Plan Tracking and Follow-up

Updated: 3 March, 2026

WHAT: When a customer purchases a payment plan, their details are added to the Payment Plans all products_2025 spreadsheet to track payments and ensure follow-up for overdue payments.

Saved here: Dropbox > 2022 Virtual Assistant Team > ADMIN > Reports

WHY: This allows the VA or bookkeeper to track payments and reach out to customers if payments are overdue.

Steps:

1. Customer Purchases a Product with a Payment Plan
When a customer buys a product with a payment plan, proceed with the following steps to add their details to the tracking spreadsheet.

2. Add Customer Details to Spreadsheet:  01. Coaches 2017 - 2025
Go to the following location:  Dropbox > 2022 Virtual Assistant Team > PRODUCTS > ISCA > Docs
Follow the steps here:  ISCA New Member

3. Add Customer Details to Spreadsheet:  Payment Plans all products_2025
Go to the following location:
Dropbox > 2022 Virtual Assistant Team > ADMIN > Reports
Open the Payment Plans all products_2025 spreadsheet and add the following information in the appropriate columns:

1. • Name

   • Email

   • Phone

   • Purchase (Product Name)

   • Date Purchased (Date they paid for the product)

   • Total $ (Total amount of the payment plan)

   • Paid $ (Amount already paid – update this after each payment)

   • Balance $ (Remaining balance to be paid)

   • $ X Payments (Number of payments in the plan)

   • Scheduled Payment Dates (When each payment is due)

4. Add Credit Card Expiry Date

1. • Add the expiration date and the last 4 digits of the customer’s credit card used for the payment plan in the spreadsheet. Highlight this cell in orange.

   • If they update their card or email us to change cards, THEN VA would take off the current CC and update with the new one.

5. Track Overdue Payments

1. • If the payment is overdue, highlight the unpaid payment date in red to make it stand out.

   • Only put in red what is currently behind (we may be able to sort it out with them)

   • And put their name in red so we know they are behind

NOTE: max 4 times of late payment before the late fee is imposed

6. Save Spreadsheet Changes
After updating the spreadsheet, save the changes.

7. Check for Decline Sequence

1. • Once a payment is overdue, check if the customer is added to the decline sequence. Ensure that the customer has been marked for follow-up.

8. Send Overdue Payment Reminder - 2nd day of declined payment

1. • Infusionsoft will automatically assign a task to the VA and a window will pop on VA's IFS account as a notification

   • Send a personal email (separate from the campaign emails) to the customer regarding their overdue payment.

   • The email template for this is available in the Wiki:
     https://sites.google.com/site/wildlywealthywiki/x-recurring-tasks/x-daily-check-failed-1st-purchase-failed-payment-plans 

9. Customer Responds (Payment Made)
If the customer replies that they have updated their credit card details and payment is ready:

1. • Process the payment as soon as possible.

   • Once payment is successful, check the customer’s access to the members’ area to ensure it is reinstated.

   • Update the spreadsheet:

     • Adjust the Paid $ and Balance $ columns to reflect the new payment.

     • Remove the red highlight and set the text back to black to show that the payment was completed successfully.

   • Save the spreadsheet with the updated information.

   • Remove the customer from the decline sequence.

10. Customer Unresponsive

1. • Infusionsoft will automatically assign a task to the VA and a window will pop on VA's IFS account as a notification to let Sandy/the bookkeeper know that they will need to contact the customer via Messenger / Text

   • If the customer does not respond, the VA will continue following up, or Sandy/the bookkeeper will reach out to the customer:

     • via Messenger - message them directly on Facebook messenger:

Hi NAME, it's Ava here - the community manager for the Inspired Spirit Coaching Academy / Divine Money Manifesting. I'm not sure if you're aware but your automatic monthly payment for the ISCA tuition of $ that was due DATE didn't go through. I've sent you an email from info@wildlywealthy.com with details. Can you please check with your bank that it's not blocking it and make sure the funds are available. The Accounts Team wants to get this sorted so you don't get behind. Can you let me know when the card is ready to process. Thanks so much. Ava

1. • • via Text - in Basecamp > To-dos > Over Due Accounts then add a new to-do task then add the customer's details at the top of the task description:

Name
Email address
Mobile #
Country
Product name they purchased and their payment plan amount
Due date of payment/s, Balance due, total unpaid balance, reason for non-payment
Date personal email was sent about their balance
If the email was opened, indicate if Opened: Yes or No
Paste the email that was sent

Things to include when you contact someone about payment:

1. when it was due
2. How much it was for
3. Exactly what it's for
4. Link to update their card
5. If its LOT they owe and its happened a few times, give them an option to contact us to arrange a more manageable payment plan
6. Let them know we've sent an email with details (some people don't like using their phone for CC updates)
7. If they are quite behind and their next payment is due soon, let them know that
8. If they are behind by more than 2 months, also mention we don't want their account to go to Collections, so we need to get it sorted.

TEXT TEMPLATES BELOW:

Option 1:
Hi NAME, Ava here – the community manager for Divine Money Manifesting. Just a quick heads up that your automatic monthly payment of $$$ USD that was due on #Day, Month# didn’t go through. I’ve sent you an email from info@wildlywealthy.com with more details and a link to update your credit card. Can you please check your inbox and also check with your bank to make sure nothing’s being blocked? The Accounts Team would love to get this sorted so you don’t fall behind. Let me know when your card is ready to process or if you’d like help with anything. Thanks so much! Ava

Option 2:
Hi NAME, Ava here – the community manager for Divine Money Manifesting. Just wanted to let you know that your $$$ USD payment due on #Day, Month# didn’t go through. We’ve sent you an email from info@wildlywealthy.com with details and the link to update your card. Could you check your spam/junk just in case? Also, please double-check with your bank that everything’s good on their end. If your card is ready or you need help adjusting your plan to something more manageable, just reply, I’ll assist you. Thanks so much.

Option 3:
Hi NAME, Ava here – the community manager for Divine Money Manifesting. Your $$$ USD payment that was due on #Day, Month# didn’t process. I’ve sent you an email from info@wildlywealthy.com with more info and a link to update your credit card. When you get a chance, can you check your email and see if the card needs updating or if your bank might’ve blocked it? Let me know when the card is ready or if you’d like to discuss a smaller plan. I’m here for you! Thanks so much.

Option 4:
Hi NAME, it’s Ava – Divine Money Manifesting’s community manager. Just a heads-up that your monthly payment of $$$ USD, which was due 2nd August, didn’t go through. I’ve sent you an email from info@wildlywealthy.com with the details, including a link to update your credit card. If things are feeling tight right now and you'd like to explore a more manageable plan, just reply and I’ll assist you and get it sorted. Thanks so much.

Option 5:
Hi NAME, Ava here – I’m the community manager for Divine Money Manifesting. Just letting you know your $$$ USD payment due on #Day, Month# didn’t go through. I’ve emailed you all the details, including the link to update your card. If your bank is blocking it or funds weren’t available, no worries, just let me know once it's ready. And if you'd prefer a smaller, more flexible payment plan, I’m happy to help with that too. Thanks so much.

Option 6:
Hi NAME, Ava here – the community manager for Divine Money Manifesting. Your automatic $$$ USD payment due on #Day, Month# didn’t process. I’ve sent you an email from info@wildlywealthy.com with the details and a link to update your card. Can you check with your bank that nothing is blocking it? And if you feel a smaller plan might be easier to manage right now, just reply and I’ll help you. I want to make sure this feels doable for you! Thanks so much.

Option 7:
Hi NAME, Ava here – Divine Money Manifesting’s community manager. Just a quick note that your $$$ USD payment due #Day, Month# didn’t go through. I’ve sent you an email from info@wildlywealthy.com with all the details and a link to update your card. Please double-check your bank isn’t blocking the charge. If it feels more manageable to have a smaller payment plan for you, just let me know. I’m here if you need anything! Thanks so much.

Option 8:
Hi NAME, Ava here – community manager for Divine Money Manifesting. Just a heads-up that your $$$ USD payment due on #Day, Month# didn’t process. I’ve sent you an email from info@wildlywealthy.com with more info and a link to update your card. If you'd like to adjust to a more manageable plan, just reply and I can help sort that for you. And of course, let me know when your card’s ready to go. I'm here if you need support! Thanks so much.

1. • • via Email, please check to the steps and email for: Check Failed Payment Plans
       Here: link

11. Customer Paid Off Full Payment Plan

1. • Make sure that customer is removed from the decline sequence.

   • Update their name in the spreadsheet to indicate they've paid their balance and when it was paid off and highlight the whole row in green, for example:

1. • Once someone has paid in full and 2 months have passed since their final payment,  they can be removed from this spreadsheet