Don’t worry – failed payments can happen to any customer.
At Helpling, we automatically take care of informing your customer about the outstanding amount and guide them to update their payment details.
This article explains the possible reasons for failed payments, the reminder process, and how you can escalate a case to our partner PAIR Finance if necessary.
Possible Reasons for a Failed Payment
A failed payment can occur for many different reasons, including:
💳 The customer’s credit or debit card has expired
🏦 The customer’s account had insufficient funds at the time of payment
⚠️ A temporary technical issue
↩️ The customer intentionally reversed the transaction
What Helpling Does After a Failed Payment
Once a payment fails, Helpling immediately takes the following steps:
First notification: The customer receives an email informing them about the failed payment and how to update their payment details.
Second reminder (after 72 hours): If the amount is still unpaid, we send another reminder. At this stage, we also inform the customer that you, as their service provider, will be notified about the outstanding amount.
Final reminder (after another 72 hours): The customer receives a third and final notice. This message includes information that you have the option to transfer the case to our debt collection partner PAIR Finance to recover the payment.
🕒 When Can You Forward a Case to PAIR Finance?
As stated on every invoice, the payment due date is 30 days from the invoice date.
If there is still no payment after 30 days, you may transfer the case to PAIR Finance.
Important:
The first step with PAIR Finance is free of charge for you.
Before submitting a case, please review PAIR Finance’s Terms & Conditions.
(can be found at the end of this article)
Only transfer cases where you are legitimately entitled to the payment (i.e. the appointment took place and was completed as invoiced)
What Happens After the Case Is Submitted to PAIR Finance?
Once Helpling has transferred the data to PAIR Finance, they will:
Create a recovery strategy based on the case
Start contacting the customer immediately
Work on recovering the payment on your behalf
PAIR Finance specializes in a professional and customer-friendly approach to debt collection, helping to secure the payment while maintaining a good customer relationship where possible.
💡Summary
Failed payments can happen for many reasons – Helpling contacts the customer automatically.
Three reminders are sent: first notice, second notice after 72h, final notice after another 72h.
You may forward the case to PAIR Finance after 30 days if payment has not been received.
Submitting the case is free in the first step, but only do so if you are entitled to the payment.
PAIR Finance takes over and handles communication with the customer to recover the amount.