Reset a Client's Failed Payments Counter

When clients’ payments to your business fail over and over, it can lead to wasted effort, unpaid balances, and even fraud if someone keeps trying to pay you with bad cards. 

To help defend your business against this, Docket will automatically place a client's account (profile) on hold after they experience 5 failed payments in a row. This gives you a clear signal that something needs attention and avoids you spending time digging through a client's payment history or wondering why an invoice hasn't been paid yet.

Once the client fixes their payment info, you can easily lift the hold and get them back on track. This helps you spend less time chasing missed payments and makes sure only accounts in good standing stay active.

Before You Start 

Here are a few things to know before you continue:

• If a client's account (profile) is put on hold, they won't be able to access their Client Dashboard.
• If a client's account (profile) is put on hold, you won't be able to create tasks for them.
• If a client's account (profile) is put on hold, you'll see a reminder if you try to send them an invoice.
• We strongly recommend setting up the Fraud Prevention notification so you know when a client's account (profile) is put on hold. Instructions are below.

Reset a Client's Failed Payments Counter 

Once you've confirmed that a client has successfully paid their owed balance with working card information, follow the below instructions to reset their failed payments and lift the hold on their account (profile):

1. Open the client's profile.
2. Click "Actions" in the top right corner.
3. Click on Reset Failed Payments from the menu that appears.
   
   
4. Toggle on (blue) Remove Client Hold and Re-enable Client Dashboard Access in the pop-up that appears.
5. Click "OK" to save your changes.

TIP: No notification is sent to the client when their account is placed on hold or when it's been reactivated, so we recommend reaching out to the client and letting them know access has been restored.

Set Up the Fraud Prevention Notification

By default, the Fraud Prevention notification will be set up with the Account Owner's email address and phone number so they always know when a client's account (profile) is put on hold. 

This can help you resolve issues faster, especially for legit clients who may not know they're experiencing a problem with their card.

To set up Fraud Prevention Notifications for anyone else on the team, just follow the below instructions:

1.  Click "Account" in the bottom left corner.
2. Click on "Settings" at the top.
3. Click on "Notifications" right below.
4. Click on "View" on the Employee Notifications card.
   
   
5. Click to expand the Financial Notifications list of settings.
   
   
6. Add your email(s) and/or phone number(s) to the appropriate fields and click the + button on the right to save them.
   
   
7. Click the "Save Settings" button in the top right corner of the Notifications page to save your changes.

Now whenever Docket automatically puts a client's account (profile) on hold, you'll receive one or both of the below notifications:

Email Notification Example

Text Message Notification Example

If you have any questions, please reach out to our Support team through the chat widget on the bottom right of this page or by sending an email to support@yourdocket.com!