Administrator Checklist: Handle Overdue Payments

Modified on Tue, Mar 31, 2020 at 11:29 AM

Summary

Check for and address past due payments.

When

Once a week at a minimum

Permission Level

Administrator
Manager

Things to Know

The Outstanding Payments report is an easy way to view and address past due payments.
Once an outstanding payment issue has been addressed, it is removed form the Outstanding Payments report.

Steps

View the Outstanding Payments report

Log into Petly Plans as an Administrator or Manager.
From the menu, go to Reports > Payments.
Click Outstanding Payments.
If necessary, click Detail to the right of a plan to expand the information.
If necessary, in the Plan information area, click View Plan to open the plan in a new tab on the browser.

Resolve Issues

Payment is collected outside the Petly Plans application
Last Transaction Status	n/a
How to Correct	Within the plan’s Payments tab, select Mark as Paid Externally.
Detailed Steps	Mark a Payment Paid Outside the Petly Plans Application

Payment issue occurred during processing
Last Transaction Status	Settled (returned) Declined Error
Most Common Error Message and How to Correct	Server in maintenance. Please try again later Within the plan’s Payments tab, choose Charge to process the payment. The credit card has expired. (Code 8, Reason Code 3) Within the plan’s Manage Payment Profiles page, edit the payment profile. Go to the plan’s Payments tab and charge the payment. Customer profile ID or customer payment profile ID not found. The payment profile has been deleted in Authorize.Net. 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. Go to the plan’s Payments tab and charge the payment. This transaction cannot be processed. (Code 128, Reason Code 3) Contact card holder. The customer’s financial institution does not currently allow transactions for this account. The given name on the account and/or the account type does not match the actual account. (Code 101, Reason Code 3) The owner name has changed or the bank routing number has changed. If the account holder name changed, within the plan’s Manage Payment Profiles page, update the payment profile and enter the correct name. If the routing number changed, within the plan’s Manage Payment Profiles page, delete the payment profile. Add a new payment profile with the correct routing number. Go to the plan’s Payment Profiles tab and assign the new payment profile to the plan. Charge the payment if needed.
Detailed Steps	Add a Payment Profile Choose the Payment Profile to Charge for the Plan Payments Delete a Payment Profile Manually Charge a Payment(s) Update a Payment Profile

Plan is cancelled or completed with overdue payments
Last Transaction Status	n/a Error Declined Voided
How to Correct	Option 1: Within the plan’s Payments tab, choose Charge to process the payment. Option 2: Within the plan’s Payments tab, choose Cancel to cancel the payment collection.
Detailed Steps	Manually Charge a Payment(s) Cancel a Payment

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