Expiring Credit Card Notices in Sitelink

teamcapitola

Has anyone experienced Sitelink randomly not prompting for an expiring Credit Card on auto-billing accounts?

Normally (and for 98% of the time with us) we get prompted to send an "expiring credit card" notice/letter ahead of an expiring card date. Once processed Sitelink leaves a system note on the account regarding the notice being sent.

Over the past year we keep having random instances where Sitelink does not prompt for the expiration notice on an account, and that account's card on file just expires without anyone knowing.

We discover it when the account goes into the grace period and staff starts our rent reminder notices. The card expired the previous month, and there's zero notes in the account about it.

I worked with Sitelink Tech support previously. They said we "only had it set for commercial accounts" after which they closed the ticket; This made zero sense because it was working with ALL the accounts except for the random NOT working ones. 

Regardless, it's still happening so I'm hoping someone else has seen this and may have a different solution?

GM_SJ_BSS

If I had to guess, maybe it somehow was turned off (under Setup).  The expiring credit notice has to be set up in CRM Campaign schedule, perhaps someone changed it to  'not in use'.  That's the only thing I can come up.

i43storage

Sorry, still working on my end.

teamcapitola

GM_SJ_BSS said:

If I had to guess, maybe it somehow was turned off (under Setup).  The expiring credit notice has to be set up in CRM Campaign schedule, perhaps someone changed it to  'not in use'.  That's the only thing I can come up.

Yeah.. its really strange as all the settings are correct. 
I can run a report each month to capture any expiring cards, but it was nice to have it automated..

sonyawiprud

I have situations where I will look at the list of notices about to go out, and they don't match the number of tenants whose card is about to expire, so every month I print the list first, and match it to the tenants checked for notices, then I have to go in and manually send the missing tenants a notice, I always make sure they are marked for document delivery correctly in set up as well as in their file. But yes this is happening.