Payments usually clear in seconds, but when they don\'t you need a repeatable set of moves. Use this playbook to see the full timeline from failed attempt → reminder → phone call → dispute, and keep everyone aligned on next actions.
Customer opens invoice, chooses Stripe checkout (card, Apple Pay, bank debit).
Toolfy logs payment attempt + decline reason, notifies invoice owner + finance channel.
Automatic reminder/SMS fires if payment still pending (Team/Business plans).
Escalation ladder kicks in: phone call, manual reminder, late-fee warning if enabled.
When a payment fails
Toolfy + Finance
Attempt fails immediately
- Check invoice timeline for Stripe decline code (insufficient_funds, do_not_honor, card_not_supported).
- Fire the `Payment failed` macro from Reminders → Manual reminder so the customer gets context instantly.
- Log outcome in invoice notes so the whole team sees the next retry date.
Account manager
Second attempt fails
- Call customer using the phone outline below; confirm their bank lifted any blocks.
- Offer alternate method (bank debit/ACH or bank transfer) and resend link from the invoice overflow menu.
- If the customer needs time, schedule a retry inside Toolfy so the timeline shows the agreed date.
Ops lead
Still unpaid at 7 days
- Send firm reminder referencing late fees/terms (toggle `late fees` in invoice settings if needed).
- Pause future jobs for that customer until balance clears (Jobs → Hold).
- Flag account with a banner in Customer profile so dispatch knows service is on-hold.
Stripe Connect checklist
Check Connect status
Settings → Payments shows live Stripe balance, verification tasks, and dispute alerts. Clear any `Action required` banner before retrying payments.
Instant payout option
If cash flow is tight, trigger an instant payout from Stripe Express (0.5% fee) to move funds within 30 minutes after a successful retry.
Webhooks still pending?
If Stripe shows paid but Toolfy does not, open Settings → Payments → `Refresh status`. Toolfy replays the webhook so the invoice updates instantly.
Refunds, disputes, and escalation
Customer requests refund
- Open invoice → ⋯ → `Refund payment`. Choose full or partial amount.
- Explain Stripe keeps the processing fee—Toolfy shows this in the confirmation dialog.
- Send the refund confirmation template (Settings → Templates) so the customer has written proof.
Bank dispute arrives
- Invoice banner turns red with `Dispute needs response`. Click to open the evidence workspace.
- Upload job photos, signed worksheets, SMS/email logs, and quote acceptance (max 5MB each).
- Submit before the deadline (shows in banner). Toolfy syncs evidence straight to Stripe Connect.
Escalate internally
- If dispute involves >£5k or repeat customer, tag finance lead + founder in invoice notes.
- Use the support macro `High value dispute` for ready-to-send customer updates.
- Add follow-up tasks to the job or schedule so nobody misses the bank decision window (7–60 days).
Communication templates
SMS nudge (first failure)
Hi {{first_name}}, the payment for invoice #{{invoice_number}} didn't go through (bank said {{stripe_reason}}). Tap {{payment_link}} to retry with the same card or another method. Thanks!
Phone call outline
Introduce yourself, reference the job, explain the bank message in plain English, offer Apple Pay/bank debit, and resend the Pay now link while still on the call so you can confirm it arrives.
Written escalation
Subject: Action required – invoice #{{invoice_number}} now 7 days overdue. Body references paused service, accepted methods, late fees if applicable, and support contact.
Short Loom walkthroughs
Drop these into your internal wiki or share with new team members so everyone knows the flow.
3-min tour: payment escalations
Shows invoice timeline, resend reminder flow, and tagging finance inside Toolfy.
Watch recording2-min tour: disputes workspace
How to compile evidence, upload files, and submit to Stripe Connect without leaving Toolfy.
Watch recording