How to use the Automated Sales Recovery tool?

To prevent lost sales and increase your revenue, Hotmart offers a simple and effective solution: the Automated Sales Recovery tool. This tool helps you recover incomplete transactions, ensuring potential buyers have another chance to complete their purchase and grow your sales without additional effort.

How does the tool work?

Hotmart's Automated Sales Recovery tool offers two recovery stages to help maximize your sales. The best part: it has no additional cost and, once activated, just watch your sales grow!

If a buyer tries to buy but their purchase is declined due to insufficient credit card limit, Hotmart makes an invisible retry to approve only the installment amount.

Example: the buyer tried to buy your product for U$1,000.00 in 10 installments (in a credit card installment plan, which is available in some countries), but the credit card didn’t have the total amount available in the limit. So, Hotmart tries again by charging only the installment amount of U$100.00.

From this attempt, if the transaction is approved, the sale is successfully completed. In this case, Hotmart manages the charging of the following installments, as if it were a subscription, until ensuring the buyer pays the total amount of the product.

But, if the transaction is declined again due to insufficient limit, the second stage of the tool kicks in, offering new payment options to the buyer. These options include:

Another credit card
The same card but with the ability to split the purchase into more installments (up to 11) without compromising the limit
Pix or bank slip installments (payment methods available only in Brazil)

Important: the second stage of the tool is only available to sales made in Brazilian Reais (BRL).

These new options ensure the recovery of buyers who would potentially have their sales canceled, generating an increase of up to 10% in your revenue.

As the limit of the card used was not compromised with the total purchase amount, there is no guarantee that future payments will be made. That is, it is possible that the payment of the installments for the following months will not be made.

To help ensure greater compliance, regardless of the payment method chosen at the time of purchase, Hotmart automatically charges every month. In case of delay, we send a series of communications to encourage the buyer to regularize the payment.

Important: by opting to activate the Automated Sales Recovery tool, you authorize Hotmart to make charges in the most efficient way possible, in addition to processing a payment transaction on your behalf, which will occur in monthly recurrence until the total purchase amount is reached. The customer will pay exactly the same amount per month, according to the number of installments they chose at the time of purchase.

How to set up the tool?

To set up the Automated Sales Recovery tool, you have two options: enable the tool when creating a one-time payment product (that is, products that are not a subscription or a smart installment plan) or enable it on an existing one-time payment product.

To see the step-by-step for each scenario, click on the options below:

❯ Activating the Sales Recovery tool when creating a product

To set up the tool when creating a product, follow the instructions below:

Register your new product normally from your Hotmart account.
In the Pricing tab, fill in the Currency field with the following options: Brazilian Real, Colombian Peso, Mexican Peso, Chilean Peso, or Peruvian Sol.
In the Billing field, choose the installment option with or without fees for the customer.
In the Price field, fill in the total product value.
Enable the Automated sales recovery option.
Define the maximum number of installments in which the Recovery tool will act. Hotmart's recommendation is to activate recovery in up to 12 installments, ensuring a greater chance of not losing any purchase.
Select the field I understand that this tool contributes to sales recovery and that customers may discontinue recurring payments.
Save the new price.

Important: this option will only appear when the chosen payment method is Installment with fees for your customer or Installment without fees for your customer.

❯ Activating the Sales Recovery tool on an existing product

To configure the tool on an active product, follow the instructions below:

Log in to Hotmart https://app.hotmart.com/.
In the left sidebar menu, click on Products and then choose the product you want to set up.
Click on Pricing and offers.
In the table with the existing prices, choose which offer/pricing you want to include the Recovery tool and then click on Actions.
Then, click on Set up automated sales recovery.
Define the maximum number of installments in which the Recovery Tool will act. Hotmart's recommendation is to activate recovery in up to 12 installments, ensuring a greater chance of not losing any purchase.
Select the field I understand that this tool contributes to sales recovery and that customers may discontinue recurring payments.
Save the new price.

Important rules of the Automated Sales Recovery tool

❯ About the tool

Tool activation: the creator can choose to activate the tool for each new price chosen for their product.
Supported currencies: in the first recovery stage, the currencies supported by the tool are Brazilian Real (BRL), Chilean Peso (CLP), Colombian Peso (COP), Mexican Peso (MXN) and Peruvian Sol (PEN). In the second stage, only Brazilian Real (BRL) is supported.
Supported payment methods: the payment methods supported by the tool are credit card, PayPal, Samsung Pay, Google Pay, Hotmart account (available in Brazil) and Caixa virtual card (in credit mode, available in Brazil).
Limitations: the tool only works for installment purchases with a credit card and does not accept purchases paid using two cards.
Invoice: invoices will be issued with each charged recurrence.
Information on the invoice: on the buyer’s invoice, the charges will be registered as independent transactions, without indicating that it is an installment purchase.

❯ About commissions and withdrawals

Creators: unlike a regular installment purchase, where the creator can withdraw the total purchase amount after the initial integration period, with this tool the withdrawal is only allowed for charges already paid by the buyer. Therefore, it is necessary to wait for the payment of each recurrence to withdraw the corresponding amount.
Affiliates: sales made by affiliates that went through the recovery flow will assign commission until the end of the charge of all recurrences, regardless of the affiliation status.
Co-creators: the creator must configure whether the co-creator will continue to receive the sales commission, even in cases of termination or continuation of the co-production contract.

❯ About the buyer’s experience

Cancellation of charges: the buyer has the right to request a refund within the guarantee period; after this period, future charges cannot be canceled. Only the creator can cancel the charges.
Change of payment method by the buyer: the buyer can change the payment card at any time by accessing the Hotmart Hub and clicking on Set up payment of the purchased product. Similarly, if the buyer chose to pay with Pix or bank slip installments, it is possible to change the payment method to a credit card. However, a purchase with a credit card cannot have its original payment method (chosen at the time of purchase) changed.

Frequently asked questions

❯ Who is the tool available for?

The Sales Recovery tool will be available as long as the sale is made in the currencies supported by the tool.
Remember that, in the first recovery stage, the currencies supported by the tool are BRL, CLP, COP, MXN and PEN. In the second stage, only BRL is supported.
This means that a creator can have their account registered in any country, and as long as the sale is made to Brazil, Chile, Colombia, Mexico and/or Peru, they will be able to enable the first stage of the tool. The second stage will be available only for sales made in Brazil.

❯ How to track the results of my sales made through the Recovery tool?

You can track your results by following the steps below:

Log in to Hotmart https://app.hotmart.com/.
In the left sidebar menu, click on Sales.
Then, on My sales.
Finally, click on the Sales recovery tab.

You can view various relevant information, such as how many charges will be made in each purchase, total purchase amount, amount of each monthly payment, charge status of each purchase, overdue payments, and more. You can export the report in XLS and CSV and access all information in one place.

❯ What happens if a charge is overdue?

If a recurring charge is not completed, the buyer's access is suspended until they pay all pending amounts. That is, if the buyer has made the most recent installment payment but has any of the previous ones overdue, their access to the product will not be restored until they settle all pending payments.
The creator can make a manual charge by accessing the Automated Sales Recovery tab in the Sales > Sales management area. To view buyers who are overdue, in the Filter area, select the "overdue" status. Then click the Actions button next to the desired buyer and select Details. This will open a new screen with all the buyer’s already charged recurrences. For each overdue recurrence, just click on Transaction actions and then on Reprocess charge.

❯ How does it work in case of a refund?

The buyer has the right to request a refund within the guarantee period (which, in this case, refers only to the 1st payment made, counted from the date of purchase approval). That is, the guarantee period does not renew with each paid installment and is limited only to the first payment. If the buyer requests a refund within the guarantee period, the remaining installments will be canceled.

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