Automatic Failed Payment Retries
When a payment fails provided you have it enabled an automatic email will be sent to the member about their failed payment with instructions on how to make payment. To ensure you have this turned on with clear instructions check your automated emails.
When using the members mobile app members will see an alert show them a payment is outstanding and that they need to make a payment, this can be made in app.
Gymflow will also attempt to collect failed payments up to four times at intervals designed to avoid card blocking:
+1 day after the failure
+2 days after the last attempt
+3 days after the last attempt
+7 days after the last attempt
Example: If a payment fails on 1st October, retries will occur on 2nd, 4th, 7th, and 14th of October.
Please Note: Manually attempting collection during this process resets the time period until the automatic retry, delaying further attempts.
You can track how many retries have been made and when the next retry will be from the users payments page.
Manually Managing Failed Payments
You will at times need to manage a failed payment manually, this could be when:
The card is blocked, lost/stolen or otherwise no longer valid
Automatic attempts have not been successful
Important: Gymflow will not continue to bill a membership that has an overdue payment. This makes it critically important to resolve any overdue payments within the same period they failed in.
You can see which memberships are overdue and how much money is owed to your business two ways:
Overdue Member Report: Navigate to Reports > Memberships and check the number on the Overdue Members widget
Accounts Receivable Report: Navigate to Reports > Memberships and check the number on the Accounts Receivable report.
For all failed payment you have three options to deal with it:
Collect: Either the member self serves and pays or you can manually collect the payment to get the membership back to active.
Waive: This apply a credit and forgives the outstanding amount and returns the membership back to active.
Write Off: Cancel the membership and write off the payment as un-recoverable. This will remove the amount from your accounts receivable report.