---
title: How do I process NSF's?
description: processing
---
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April 9, 2025
# How do I process NSF's?
### **NSF & Missing Payment Processing Playbook**
#### **Objective**
This playbook outlines the step-by-step process for handling **Non-Sufficient Funds (NSF) payments**, ensuring efficient tracking, borrower follow-up, and compliance in **Mortgage Automator (MA)** and **HubSpot**.
---
### **Step 1: Receive & Import NSF Report (Excel & HS)**
- The **Servicing Team** receives an **NSF Report** each morning from **Accounting** after the **1st of the month**.
- Operations imports the **NSF mortgages list** into **HubSpot**, updating the **Latest Missed Payment Date field**.
- If the **NSF Date** is **less than 1 day old**, a **ticket is created** in the **Servicing Pipeline** with the **Mortgage record attached** and a category of **Missed Payment.**
- The Accountant will share an email with the pdf and a notice that the tickets have been generated.
- NEXT STEP: Emily to create transformation excel and steps to share with team\]
---
### **Step 2: Process NSF Payment (MA)**
- Open the **'Payment, Adjustments & Charges'** module.
- Select **Adjustment \> Mark as NSF**.
- Choose the **respective month’s payment** from the drop-down menu.
- Ensure the **amount matches the NSF Report from Admin**.
- Include any **multiple payments** if applicable (e.g., **Renewal Fee payments, other fees**).
- **Date Recorded** should match the **Payment Date (1st of the month)**.
- Add the **$250 NSF Administrative Fee**.
- Click **'Confirm'**.
- Add Charge \> One-Time \> **NSF Demand Fee of $350**.
- **Date Charged** = Present date (date of **NSF Demand issuance**).
- Fill in remaining information and **'Confirm'**.
- Change the deal status to 'NSF Payment'. Select 'OK'.
---
### **Step 3: Generate Demand Letter (MA)**
- Navigate to the Documents Section & preview **NSF Demand Letter**.
- Ensure all information is correct, if not correct in MA and preview again or if necessary, use Content Editor.
- **Confirm and sign** the document.
- Download and save to the Document Record on the Deal in HubSpot (associations??)
---
### **Step 3: Follow-Up with Borrower (HS)**
- In HubSpot ticket,
- navigate to relevant mortgage record, and associate document record to ticket.
- create an email
- **Day 1:** First borrower **follow-up email is sent** with a link to relevant document.
- Create a follow-up task for 8 days later.
- **If no response**, a **second follow-up email** is sent **on Day 8**.
- **A** **task is created on Day 9** for the **Servicing Specialist** to **call the borrower**.
- If no response, escalate to legal (see escalation playbook), once legal accepted, close ticket.
- If payment arrangement (see payment arrangement playbook)
- if payment is made, close ticket
- Open new ticket for Accounting Admin Category: Payment posting
---
### Components
How to on where to get link to relevant document.
Email Template 1
Email Template 2
#### **Final Compliance & Monitoring**
1. Ensure **all NSF transactions** are recorded correctly in **MA**.
2. Verify **NSF follow-ups** are completed within the **10-day demand period**.
3. Monitor borrower responses and **update HubSpot accordingly**.
4. Ensure **accurate reporting** of outstanding NSF payments and borrower interactions.
---
#### **Conclusion**
By following this structured NSF processing workflow, the **Servicing Team** can effectively track NSF payments, ensure proper borrower follow-ups, and maintain accurate financial records in **MA** and **HubSpot**.
- [Getting started](https://help.newhavenmortgage.com/newhaven-knowledge-base/getting-started?hsLang=en-ca#main-content)
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