Payments Dashboard

Past Due

How to read your Past Due section, rerun payments, and apply manual credits and payments.

Overview

The Past Due section contains payments that have gone into a past due status. You can easily see a total of these past due payments and take action to ensure these payments are made.

 


 

Permissions and Accessibility

Staff Access:

  • Admin
    • Full Access
  • Manager
    • Full Access
  • Staff
    • No Access

MyStudio Plan Restrictions:

  • None



 

Specifications

Past Due Payments

Payments can enter past due status for various reasons, including:

  • Failed credit card payment
  • Failed ACH payment
  • The payment is supposed to be paid by cash or check by the customer and it is past the due date
  • Failed SCA verifications

When a payment goes into a past due status, the customer will receive an email. If there was a credit card or ACH attached to the payment, the email will prompt them to update their payment method on file. If the customer updates the payment method, their past due payment will rerun automatically. If a manual payment method such as cash or check was attached to the payment, the email will not contain an “Update” option.

 

 

Customers will receive this past due payment email every 3 days until credit is applied to the past due payment or the customer updates the payment method. Additionally, customers will not be able to access the member app if they have past due payments on file connected with a credit card or ACH. Customers will be prompted to update the payment method on file for these payments or rerun the payments as soon as they login and attempt to go to a category within the app.

 

 

Any failed payment attached to a credit card or ACH can be rerun either from the payments > payment history section, or from within a registration page’s payment history.

Payment History:

 

Registration Page:

 

When a customer is paying for a past due amount that is attached to a manual payment type, you will have to apply the cash or check amount to the payment by clicking on the buyer name > drop down the “Past Due” tab > click on the past due payment > apply credit.

 

 

You will then enter the amount they are applying towards the past due payment and select what kind of payment method is being applied. If a customer is paying for more than one past due amount, these have to be applied separately.

 

 

Manual Credits

You can also choose to waive a past due payment by applying a manual credit. Manual credits are compensation given by the business to the customer, similar to a coupon, and does not count towards income statistics. To apply a manual credit, you will click on the buyer name in the past due list > drop down the “Past Due” tab > click on the past due payment > Apply credit.

 

 

You will then enter the amount they are crediting to the customer and select “Manual Credit” as the credit method.

 

 

Once a manual credit has been applied, the payment total will be displayed under the manual credit category in both the analytics and payment history sections.

 

Filters

 

At the top of the section, you will see the following filter options: 

  • Category
    • All Categories: shows all types of past due payments in the table
    • Memberships: shows only membership past due payments in the table
    • Events: shows only past due event payments in the table
    • Trials: shows only past due trial payments in the table
    • Retail: shows only past due retail payments in the table
    • Miscellaneous: shows only past due custom charges in the table
    • Class / Appt: shows only past due class/appt payments based on drop-in pricing
  • Date Range
    • Last 30/60/90 Days: shows only past due payments that occurred in the last 30/60/90 days
    • Date Range: unlocks the “Start Date” and “End Date” fields so users can choose a specific date or date range. This is helpful for those who want to see all past due payments from a particular day.
    • All: shows all past due payments
    • Month-to-Date: shows past due payments that occurred from the first of the current month to the current date. For example, if today is February 22, the table will show transactions that occurred from February 1 - February 22.

 

Statistics and Data

 

Above the table, you will see a gross total for the past due payments as it pertains to the date range selected. This gross total includes admin and processing fees and tax.

You can select specific or all past due payments from the table and do one of the following:

  • Export: export the info of the selected payments into a CSV file.
  • Rerun Payment: the system will rerun credit card or ACH payments that may have failed due to insufficient funds, general decline, etc.

You can also search for specific transactions, buyers, payment types, etc. in the search bar.

The table displays various information about each transaction. Some columns worth noting are:

  • Due Date: shows the date the payment was due.
  • Buyer: clicking on the buyer name will redirect you to the payment history within the specific registration internal page. You will have to then click the “Past Due” drop down tab in order to see the past due payment.
  • Mobile Phone Number: if a customer has unsubscribed from SMS and the phone number is listed as such, you can click on this phone number to send a request for the customer to re-subscribe to SMS.

 

 

  • Email: clicking on the email will allow you to send an email to the specified customer. If the email is unsubscribed, you can click the email to send a request for the customer to re-subscribe to email. If the email has bounced, you can click the email to unblock the email.

 

 

  • Gross: shows the full payment amount. Gross total = Product Fee + tax + admin and processing fees.
  • Status:
    • Past: payment has gone into a past due status. This generally occurs for manual payments gone into past due status or for most credit card declines.
    • Failed: payment failed. This generally occurs for failed SCA verifications or there was an error during the system communicating the payment to the customer’s bank.
  • Payment Type: 
    • Scheduled Billing: billing that occurs after a registration occurs. Example: a customer registers for a membership that has monthly payments. This includes if the first payment is taken at a future membership start date.
    • New: new transactions or payments that occurred at registration. Example: a retail order, or a customer registers for a membership and makes a payment during registration.

 


 

Related Subsections and Functions

  • Registration Pages
  • Email Communication
  • Mobile Message Communication