Administrator Checklist: Proactively Reduce Payment Collection Issues

Modified on Tue, Mar 31, 2020 at 11:28 AM

Summary

Check payment profiles and plans to ensure they are up-to-date before processing payments.

1 week before the 20^th

Administrator

The Potential Payment Issues report is an easy way to view and address future payments that will not process due to an issue with a payment profile or plan.
If the pet is deceased, a plan is automatically put on hold. It is important to cancel the plan and charge any payments that are still due.

The credit or debit card assigned the plan is expired or about to expire.
Issue Description(s)	credit card will be expired credit card expired credit card has invalid expiration date
How to Correct	Within the plan’s Manage Payment Profiles page, edit the payment profile.
Detailed Steps	Update a Payment Profile

There is an issue with the credit or debit card assigned the plan.

(ONLY if Authorize.Net® Account Updater is enabled)

Issue Description(s)

Account closed

Contact cardholder

How to Correct

Within the plan’s Manage Payment Profiles page, delete the impacted payment profile and add a new payment profile.

Go to the plan’s Payment Profile tab and assign the new payment profile to the plan.

Detailed Steps

The plan is not assigned a payment profile.
Issue Description(s)	no payment profile selected
How to Correct	Within the plan’s Payment Profile tab, select the payment profile to charge.
Detailed Steps	Choose a Payment Profile to Charge for the Plan Payments

The payment is not set to automatically process.
Issue Description(s)	The payment for this plan is not set to autocharge.
How to Correct	Within the plan’s Payments tab, check the ‘auto charge’ box next to the payment(s).
Detailed Steps	Set a Payment to Automatically Process

The payment shows it has already been collected.
Issue Description(s)	The payment for this plan has already been marked as paid
How to Correct	Option 1: No action needed Option 2: From the plan’s Payments tab, choose Undo Mark as Paid Externally to process on the 20^th.
Detailed Steps	Revert a Payment Marked Paid Externally to Unpaid

The plan is on hold (suspended).
Issue Description(s)	The payment for this renewal will not charge because its parent plan is on hold plan is on hold
How to Correct	Option 1: Within the plan’s Payments tab, manually charge the payment on the 20^th. Option 2: From the plan’s Plan Administration menu, choose to remove the plan hold on the 19^th. Option 3: From the plan’s Plan Administration menu, choose to cancel the plan.
Detailed Steps	Manually Charge a Payment(s) Remove a Plan Hold Cancel a Payment

The plan change process was started but not completed.
Issue Description(s)	change plan incomplete
How to Correct	From the plan’s Plan Administration menu, choose to change the plan and complete the process.
Detailed Steps	Plan Changing Status: Revert to the Original Plan