Administrator Checklist: Proactively Reduce Payment Collection Issues
Modified on Tue, Aug 4 at 10:41 AM
Checklist: Proactively reduce payment collection issues
Use this checklist to review payment profiles and plans one week before the 20th to proactively identify and resolve issues before payments are processed. This prevents failed payments and reduces the need for manual follow-up with pet owners.
The Potential Payment Issues report is the easiest way to view and address future payments that will not process due to an issue with a payment profile or plan.
If a pet is deceased, the plan is automatically put on hold. It is important to cancel the plan and charge any payments that are still due.
From the drop-down lists, select the month and year to view.
Review all flagged items and work through each issue using the resolutions below.
Report message(s)
How to correct
- Within the plan's Manage Payment Profiles page, edit the payment profile with updated card details.
- Update a payment profile →
Report message(s)
Only appears if Authorize.Net Account Updater is enabled.
How to correct
- Delete the impacted payment profile and add a new one.
- On the plan's Payment Profile tab, assign the new profile to the plan.
- Delete a payment profile →
- Add a payment profile →
- Choose a payment profile for plan payments →
Report message(s)
How to correct
- On the plan's Payment Profile tab, select the payment profile to charge.
- Choose a payment profile for plan payments →
Report message(s)
How to correct
- On the plan's Payments tab, check the
Auto Chargebox next to the affected payment(s). - Set a payment to automatically process →
Report message(s)
How to correct
- Option 1No action needed if the payment was correctly collected outside Petly Plans.
- Option 2On the plan's Payments tab, select
Undo Mark as Paid Externallyto process on the 20th. - Revert a payment marked paid externally to unpaid →
Report message(s)
How to correct
- Option 1On the plan's Payments tab, manually charge the payment on the 20th.
- Option 2On the 19th, use Plan Administration to remove the plan hold.
- Option 3Use Plan Administration to cancel the plan.
- Manually charge a payment →
- Remove a plan hold →
- Cancel a payment →
Report message(s)
How to correct
- From the plan's Plan Administration menu, select Change Plan and complete the process.
- Plan changing status: Revert to the original plan →
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