Q: If a credit card fails during an attempt to take a payment, does the system automatically attempt it again?
A: Yes -- and not just once -- it will try to charge the card every 3 days to process the payment. As long as the failure reason is not an "Invalid or Expired Card on file", the process will keep trying. Other failure reasons include "Non sufficient funds" and "Bank declined for unknown reason".
Q: Are automatic emails sent to the enrollee to advise them of the failure?
A: Yes. The emails say:
"Your payment due on x (today's date), in the amount of $x (the payment amount) for (player name) for the Program (program name) was not able to be processed. We attempted to charge credit card number ending in XXXX (it shows the real last 4 numbers of the card), but it failed for the following reason: xxx. To change payment information or review the payment plan, click here to sign into your account. For questions regarding this notification, click here to contact "Your Organization".}
Q: Are automatic emails sent to the enrollee to alert them money is being withdrawn?
A: The system will automatically send an email notice five days in advance to your customers to let them know that a charge will be completed on a specific date. If their account balance is zero, then the email will not be sent.
An admin can see these emails by going to Communications > Communication Log, click the System Log tab, then look for Payment Plan Notice.
Q: Can our customers change their credit card information?
A: Customers can log into their account on your site, click on the Payment Plans link, and click the (change) link to modify their payment method.
Q: Is our organization charged if a credit card is declined?
A: No, your organization is not charged if a credit card is declined.
Q: Can an admin review the automatic emails that are sent for a failed payment attempt?
A: An admin can see these emails by going to Communications > Communication Log, click the System Log tab, then look for Payment Plan Failure.
Q: Can I cancel a payment plan without it refunding the payments already collected?
A: Yes. If you cancel a payment plan, it cancels all future collections and does not refund the payments already collected on your organization's behalf.
Q: If a parent registers late, will the system automatically modify the number of payments so that all fees are due no later than a specific date?
A: You will need to modify the payment plan for each Offering if you want the number of payments to be calculated differently. On the last day of each month, go to Programs > Manage Programs, go to the 2 Configuration page of the program, click the Payment Plan Setup button, select the Offering, delete the current payment plan and then setup a new one reflecting the reduced number of payments.
Q: How can an admin identify payment plan failures?
A: Go to Reports > Report Exports and click on Payment Plan Detail. Make sure "Failed" is checked and run the report.
Q: If my customer's account balance is less than the payment plan amount, will the system adjust the amount?
A: Since the account balance is less than the amount to be billed, the payment plan will be cancelled and the customer or an admin will need to make a Balance Payment on the account. We have plans to improve both the communication and process for these exceptions.
Q: If my customer's account balance is zero, will the system process the payment plan?
A: Since the account balance is now zero, the payment plan transaction will not be executed.
Q: When are the payment plan orders processed for our customers?
A: The payment plan job runs daily at 9am PT.