Overview
SmartMoving can automatically notify customers when an e-check payment fails.
Two notification templates, one for email and one for SMS, send customers a message with a link to the Payment Portal where they can resubmit their payment. Both templates include default content and are fully customizable. Notifications are disabled by default.
Before You Start
Admin-level access is required to configure notification templates.
How To Enable Failed E-Check Payment Notifications
Go to Settings > Company Settings > Email / SMS Templates > Scroll to the “Active Opportunity” section and toggle ON “E-Check Payment Failed”.
Edit the template content as needed.
Default content is provided out of the box.
The templates include a Payment Portal link token that directs customers to the correct page to resubmit their payment.
Save your changes. Future failed e-check payments will trigger the enabled notifications.
💡 SmartTip: Both templates are independent. You can enable email only, SMS only, or both depending on your customer communication preferences.
How Notifications Work
When an e-check payment is voided or charged back, SmartMoving checks whether the notification templates are enabled:
If the email template is enabled and the customer has a valid email address on file, the customer receives an email notification.
If the SMS template is enabled and SMS is active on the account, the customer receives a text message.
If both templates are disabled, no notification is sent.
The Payment Portal link in the notification is context-aware. It directs the customer to the correct payment page based on the original payment source, such as a new deposit from an estimate or a crew payment.
Key Details
Both templates are disabled by default.
Changes to template content apply only to future failed payment events. Previously failed payments are not affected retroactively.
Notifications apply to both voided and charged-back e-check payments.
Failed e-check notifications also apply to payments on Storage accounts.
Troubleshooting
A customer did not receive a notification
Confirm that the relevant template (email or SMS) is enabled in the notification settings.
For email notifications, verify the customer has a valid email address on file.
For SMS notifications, confirm that SMS is enabled on the account and the customer has a valid phone number.