Summary

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


When

1 week before the 20th


Permission Level

Administrator


Things to Know

  • 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.


Steps

View the Potential Payment Issues report

  1. Log into Petly Plans as an Administrator.
  2. From the menu, go to Reports > Potential Payment Issues.
  3. From the drop-down lists, select the month and year to view.
  4. Click Generate Report


Resolve Issues


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

Delete a Payment Profile

Add a Payment Profile

Choose a Payment Profile to Charge for the Plan Payments

 


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 20th.

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 20th.


Option 2: From the plan’s Plan Administration menu, choose to remove the plan hold on the 19th.


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

 


Other Helpful Resources