Failed credit card (declined payment) — associate role

Audience: Associates
Goal: Keep payment follow-up consistent and protect the client relationship.

Primary policy

• Admin reaches out to the client first when a credit card on file declines.
• Admin outreach includes: letting the client know the card declined and asking them to rectify payment (update card on file or use another payment method per clinic policy).

Your role

• If you notice a payment issue, notify admin (do not start a parallel collections process).
• Admin may ask you to reach out only when it helps (e.g., you have a strong therapeutic relationship and a warm nudge will reduce shame/avoidance).
• If a session is still unpaid at session time (card declined) and admin has already contacted the client, please briefly have a direct conversation in-session about how today’s session will be paid for:
  • confirm the client received the admin message, and
  • agree on the immediate next step (e.g., update card on file / alternate payment method per clinic policy).
  • after session: notify admin of what the client agreed to do (so admin can follow up if needed).

What not to do

• Do not negotiate payment arrangements unless clinic policy changes.
• Keep details out of session notes beyond what is clinically necessary.
• Please do not accept e-transfers or charge credit cards yourself; admin handles payment processing (including insurance direct billing, when applicable).