Summary
This guide outlines the eight billing statuses for customer direct debits. You’ll learn how to access, interpret, and navigate these statuses within the Billing tab on a customer’s profile.
Step-by-Step Guide
Accessing the Billing Tab
- Search for the customer whose billing information you need to review.
- In the customer’s profile, select the Billing Tab.
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Optional: To view scheduled future collections, tick the box for Show Future Collections.
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Optional: To view scheduled future collections, tick the box for Show Future Collections.
Billing Statuses and Descriptions
The following statuses are visible in the Billing Tab and assist FOH staff in investigating payment statuses:
| Status | Description |
Forecast
|
An upcoming payment estimate. This amount may change due to factors like freezes, credits, or membership upgrades. |
Pending
|
The payment amount is finalized and will be collected on the specified billing date. |
Completed
|
The payment was successfully processed. |
Retrying
|
Initial payment attempts have failed, and the system is actively retrying to collect payment. |
Failed
|
All collection attempts have failed. |
Recovering
|
A recovery fee has been added to the balance. (Note: This status is specific to certain clients, and may not apply to all users.) |
Deferred
|
Payments below a minimum threshold (e.g., less than £1 in GoCardless) are deferred to the next collection date, ensuring memberships are unaffected. |
Processing
|
The system is processing payment options, typically preceding the Retrying or Failed status. |
Viewing Upcoming and Historic Payments
The Billing Tab displays a table of collections with the following options:
- Filter by Year: View upcoming collections by selecting “This Year” or “Next Year.”
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Show Future Collections: Use the checkbox to display future collection dates.
- Collection Status: Each collection entry will show its current status.
Note: Billing statuses may take 10-15 minutes to update within the system after a change, such as a retry attempt after a failed collection.
Status Indicators for Specific Situations
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Retrying Status: Relevant if a collection attempt is being retried, indicated by the “
Re-presentation” instruction status.
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Failed Status: Displayed once all attempts to collect payment have been exhausted.
Instruction History
An enhancement to the Billing Tab displays a history of the customer’s Direct Debit instructions, allowing staff to troubleshoot billing queries.
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Viewing Instruction History: This history shows any updates, cancellations, or reinstatements of Direct Debit instructions.
- For example, if a customer cancels an instruction accidentally, staff can view the exact date of cancellation or see when bank details were updated.
- Note: Instruction history will only display if there is more than one past instruction on record.
Note: For GoCardless, clicking on 'view all' will direct you to your GoCardless account where you will be required to sign in in order to view his information.