Managing Overdue invoices

If a customer has a recurring membership, the system automatically sets their next scheduled billing date. you can check it by going to the customer’s profile and heading to the Payments tab.

On that date, the customer’s payment method will be charged in the early hours (around 4-5am). In 9 cases out of 10, the payment will be successful and the invoice’s status will change to “Paid“. However, sometimes the system cannot collect the payment and the status of the membership changes to “Past Due“. The most common reasons for this are:

• the customer’s card has insufficient funds

• the transaction was blocked by the customer’s bank or card issuer (perhaps there is a limit on certain types of transaction)

• the customer hasn’t authorized the payment

• the card has expired, etc.

You can always check the reason why the payment didn’t go through by hovering over the tooltip:

What happens when a memberships goes overdue

1) If your club uses an access control system, the customer’s access is revoked immediately.

2) The customer cannot book classes or appointments (they can still attend classes they have booked when their membership was Active, though)

3) The customer receives an automated email notification provided that you have this automation enabled: (screenshot).

The customer also sees a message about their membership being overdue on the members app and they can make a payment straight from the app.

Automated retries

Gymflow makes up to 4 automated attempts to recollect the payment. The attempts are spread out in an intelligent way to maximise the chances of collecting the payment, yet not result in the card being blocked due to excessive attempts. The 4 attempts happen over the course of 2 weeks and have the following schedule:

1) 24 hours before the first attempt was made

2) 2 days after the previous attempt was made

3) (will need to check with devs)

4) (will need to check with devs)

You can check how many auto retry attempts have been made and when the next attempt will be made by going to the Payments tab and clicking Retries information.

Manual retries

Although you don’t have to manually retry payments as the system does that for you, sometimes a customer might tell you you they’ve sorted out the issues with their payment method and that they are ready to pay. If you see that i’s a couple of days before the system retries the payment automatically, you can collect the payment manually.

1) Go to the customer’s profile

2)) Head to the Payments tab

3) Click “Retries information“

4) Click “Collect manually“

Tracking overdue invoices

The report you should be checking to find out how many overdue invoices you have can be found in Reports> Memberships> Overdue Members