For information on Billing Configuration and Settings, see Billing: Overview & General Facility Settings HERE

Schedule these Reports to be Emailed Daily

Redpoint recommends that you schedule these two reports (View > Insights > Reports) to be emailed to someone daily, so that any billing errors/failures are handled quickly.

Set each to send DAILY and to only send if there is data to avoid receiving empty reports.

• Dues Posting Errors: Returns contract that should have posted dues but did not.  
• Failed Billing Events: Where a payment method has failed and should be removed and a new one added.  Often a migration failure post-import. 

IMPORTANT: Reports will send the day AFTER the billing attempt.  To view errors on the same day as billing, go run the reports on your billing day OR go to View > Dues Posting & Billing > Dues Posting & Billing Errors tab

Dues Review: Checking for Errors Before Billing

Go to Manage > Contracts > Dues Review to view any contracts that may need attention prior to billing.  

Larger/multi-facility may need to run for selected plans or individual facilities at a time. 
This can take some time.  Leave the tab open.

• After it runs, expand the filter - here you can further filter the result set you ran it for by plan and/or facility
• Filter Defaults to showing warnings and errors.   Success results default to UNchecked
• Not all warning/alert/failures can/need to be fixed to bill - review info on result below and check contracts to understand these issues.

Success

• Exact match
  • Contract matches plan pricing and no anticipated issues during dues posting
• Custom Dues
  • Contract has custom dues and no anticipated issues during dues posting
• Terminated
  • Contract will be terminated as of next bill date
• Changed Enrollment Counts
  • Contract will undergo changed enrollment counts, but no anticipated issues

Warning - pricing does not match plan in various ways

• No active version
  • Unable to find active pricing version
• No matching rule
  • Unable to find a matching pricing rule
• Updating Dues from Changed Enrollment Counts
  • Contract is updating enrollment counts, but using a new pricing version
• Does Not Match Plan
  • Contract will bill, but does not match the plan pricing.  Edit membership and accept pricing changes or set custom dues.
• Plan Pricing Version Mismatch
  • Contract matches total price, but the version is different
• Plan Pricing Version Mismatch
  • Contract matches total price, but the rule is different
• Line item mismatch (Total matches)
  • Contract matches total price, but the products do not match
  • This can happen if you change a product on your pricing spoke. If you click Edit Booking, you can see the plan pricing is suggesting a change to accept.  Correct in the contract by accepting changes and toggling off the prorated invoice (which should be $0 if product changes but price did not.
    • You may be able to Correct in bulk, per facility, in Manage > Contracts > Recurring Billing Tasks > Plan Dues Changes.  Filter to view all enrollment combos, with or without custom dues, and apply filter to view.  Select all/some and add to change queue - confirm that the $0 dues change is the total difference and execute.

Alert - likely to bill incorrectly

• Invalid Enrollments
  • Active enrollment that does not have pricing assigned
• Invalid Enrollment Counts
  • Enrollment count combination is invalid but this will still bill ok if custom dues are assigned (ie an import) NEED TO VERIFY!!!
• Unassigned Enrollments
  • Contract has enrollment slots that are not filled with active enrollments.  Can be created with a manual termination added for today.  Terminated the enrollment but does NOT remove the enrollment count (edit > customer tab > remove)

Failure - will not bill

• Zero or Negative Dues
  • Contract has zero or negative dues
• Old Next Bill Date
  • Contract has a next bill date in the past and will fail dues posting until corrected
• Terminations on Custom Dues Contract
  • Changing enrollment counts cannot be processed because of custom dues
• Invalid Freeze Configuration
  • Frozen enrollments that cannot be frozen or frozen enrollments with no freeze pricing specified in the plan
• Cancelled Course
  • Course has been cancelled, but contract has not been terminated
• Concluded Course
  • Course has been concluded, but contract has not been terminated
• Unprocessed Status Change
  • Contract currently has an unprocessed status change

View menu > Dues Posting & Billing 

Key Definitions:

Approval: Dues posted, charged and payment collected without issue

Decline: RPHQ posted the dues and made contact with the bank. The bank declined the payment charge for one of various reasons.

Error: Dues did not post because of a configuration issue and the next bill date will not move forward (i.e. Next bill date is in the past)

Unsettled: ACH billing that has posted but has not settled

Failure: An internal error prevented the billing operation for the specific customer

[Facility]: Billing tab

Here you will find Account Balances waiting to be billed for the location currently logged into.

• Use the Filter to adjust the view to see all balances, manual billing, etc
• Account balances in this view can also be seen in Insights > View > Reports > Account Balances.

Actions available include:

• Open Customer
• Bill All @ Location 
• If Customer(s) are selected, using the checkbox, you can
  • Bill Selected
  • Add Billing Late Fee
• Charge Individually
• Edit Customer

[Facility]: Billing Monitor tab

This is a log showing all billing operations run for this location.

Each line item shows the status 

Shows the number of Approvals, Declines, Unsettled amounts & Failures 

• Approvals: Have to cross reference date/time and amount in POS History > Payments to see names and invoices.
• Declines: Date/ Time , Customer name and reason are listed
• Unsettled: The sum of ACH still pending settlement.  As they settle, the Unsettled amount will decrease with the amount shown as approved or declined as applicable. Unsettled will autoupdate here as results land in your Fiserv account (ACH is US customer's only)
• Failures: Date/ Time , Customer name and reason are listed

Dues Postings tab

Allows you to view batched dues postings by date for each facility.  These are just the dues postings, not the actual invoice billing process.  

• You can only view one facility at a time
• Use the filter to change which facility is being viewed
• Click the Date to view all the contracts included in the line items dues posting

Dues Posting & Billing Errors tab

View dues posting and billing errors here.  This is the same information in the Emailed Reports listed at the top of this article. 

Expand the row to see the Dues Cart tab with the error and the Contract tab.

Open Customer in a new tab to make edits to the contract

See below for Handling Billing Errors.

 

ACH Declines and the Exclude from Billing

See HERE for more information on ACH and the Exclude from billing toggle.

Handling Billing Errors

It is important that you review and correct these errors in a timely fashion - the contract/impacted enrollments will still appear active pending your corrections!

Dues Posting Errors 

Contracts on the Dues Posting Errors Report DID NOT POST DUES.  Their next bill date has not moved forward, and they need a correction so that you can then post dues.  

You can also view these in View > Dues Posting & Billing > Dues Posting & Billing Errors

COMMON ERRORS

$0 contract: Contracts totalling $0 that are not due to a promo code or custom freeze fee will fail billing.

1. Edit Membership and edit Next Bill Date
   
2. To prevent future failures and keep at $0, make a promo code to apply to the contract.  Contracts at $0 due to a promo code will not fail billing.
3. If they SHOULD HAVE billed on the next bill date listed on their contract, edit the membership to correct pricing and proceed with Re-Run steps below.
    

Correct and Re-run the skipped dues posting and billing

1. Contracts with custom dues and a partial termination (where some members remaining active with some terminating) need to be edited for the dues to post.  Alternatively, if dues failed at $0 and they should have been charged, edit the membership to set the price.
    
2. Edit Membership:
   •  If custom dues partial termination > Customer Tab to remove the enrollment being terminated
     • Use Plan dues or apply new custom dues and accept pricing changes
   • If was at $0 but should have been billed > Use Plan Dues or Set Custom Price
3. Once a contract is corrected, post the dues as of the "old"/existing next bill date by expanding the contract > 3 dot menu > post dues.  This will post dues and their billing will run

If the Post Dues function fails for some reason:

1. Edit Membership to move next bill date forward, 
2. manually create the dues invoice in the Front Desk POS and invoice to account for payment.  
3. Optionally associate the invoice with the contract: expand the contract and go to the invoices tab within the contract.
   

Failed Billing Events 

Failed billing events are related to a network issue, failed token migration, etc. A failed billing event means the bank was not contacted. 

For a failed token migration the customer will need to be contacted to add billing information. For all other failed billing events, correct the issue and rerun the billing. 

Delete the stored payment method from the customer record.  You will need override permission to delete it from a customer with recurring billing.  The customer can then re-add a stored payment method.

Billing Related Processes

Add Late Fee

Make a product to use for your late fee and add it in Manage > Organization & Facility Settings > Facility:[location] > General.  This setting is local per facility.

The Late Fee is added as an individual open invoice, with the date and time set to when it was created.


Add in bulk to selected customers in the View > Dues Posting & Billing Window

• Select accounts to add it to by clicking the checkbox.  If a late fee is configured in settings, the button to Add Late Fee will appear once one or more rows are selected
  
   

Add directly on a customer record: Go to their Invoices tab > Add late fee > Add Billing late fee

Bulk Terminate Contracts

Manage > Contracts > Bulk Recurring Changes > Bulk Terminations.

See HERE for more information

Custom Freeze Dues Review

Manage > Contracts > Custom Freeze Finder

Check your Filter and click Generate Grid to view those on Custom Freeze Fees.

If you want to remove custom freeze fees, go to the contract and Edit Enrollment terms on each enrollee.

Invalid Enrollments

When a customer no longer meets a customer requirement, they begin to alert at check in, but the contract remains unchanged.  

To find those alerting as invalid enrollments (they no longer meet the customer requirement for their enrollment type) in Manage > Contracts > Invalid Enrollment Types.

You can make edits to the contract right here or there are options to change in bulk See Customer Requirements for info on managing changes for invalid enrollments.  

Invalid Promotions

If you have any customer requirements applied to Contract Promo Codes, you can find those whose promotion is no longer valid in Manage > Contracts > Invalid Promotions

You can make edits to the contract right here - see Customer Requirements for info on managing changes for invalid promotions.

Manual Billing

Manual Billing is a setting on the Customer Record > Big Edit at top center of screen. 

Customer's with ACH (US Only) billing that decline have these toggled ON automatically.  They auto-toggle off once balance is zero OR a new payment method added.

 

You can also use the manual billing toggle on customers where you want dues to post, but you do NOT want them automatically billed.  Customers set up this way need to be manually billed in the billing window if you want to charge their card on file
 

View customers set for manual billing in View > Dues Posting and Billing and edit the filter to ensure you are showing Manual Billing.

Reviewing Custom Dues

There are a few ways to view contracts with custom dues applied

• Manage > Contracts > Dues Review: In the filter you can select just Custom Dues
   

• Insights > Reports > Custom Dues Assigned: In this report, you can see custom dues and filter by the date the custom dues were assigned.  

   

Stop Automatic Attempts to Bill Past Due Balance

Past Due balances will be retried per your billing configuration settings, on fixed sweep days and retry settings.

Retry attempts on a Past Dues balance can be stopped as follows:

• Remove the Pay Method on file.  You will need Delete Stored Payment method (Forced) permission to delete  a pay method from a contract holder with a recurring billed contract.  Delete (Forced)
   
• Terminate the contract AND Use the setting to NOT bill if contracts are terminated.
  In Manage > Organization & Facility Settings > Facility:[location] > Billing, there is an optional toggle to Only Bill if customer still has active contracts.  If using this toggle, then retry attempts will not happen once the contract holder's contracts are terminated.  

Write Off Account Balance

Review the Write Off Process HERE

Billing Related Reports

Find these in Insights > Reports:

• Predicted Billing Report: gives an estimated billing total for a billing date in the future.
   

• Recurring Dues and No Payment Method: Can contact them to try to get it before billing.  Without payment info they will post dues but none will charge without a card.
   
• Duplicate Contracts: check for customers who bought a duplicate contract (rare but can happen)
   
• Account Balances: gives the same view as the grid in View > Dues Posting & Billing