Checklists| Handle Overdue Payments

Modified on Mon, Jul 20 at 2:08 PM

Use this checklist to check for and address past due payments in Petly Plans. Run this process at least once a week to keep outstanding payments current and protect plan revenue.

Frequency

Once a week at minimum

Permission level

Administrator · Manager

Report used

Outstanding Payments report

Things to know

The Outstanding Payments report is the easiest way to view and address past due payments.

Once an outstanding payment issue has been addressed, it is automatically removed from the Outstanding Payments report.

Steps

View the Outstanding Payments report

Log into Petly Plans

Navigate to the Outstanding Payments report

From the menu, go to Reports → Payments → Outstanding Payments.

Expand plan details if needed

Click Detail to the right of a plan to expand the payment information.

Open the plan if needed

In the Plan information area, click View Plan to open the plan in a new browser tab.

Resolve outstanding payment issues

Use the appropriate resolution based on the payment scenario

Payment collected outside Petly Plans

Last status: N/A

How to correct

Within the plan's Payments tab, select Mark as Paid Externally.

Payment issue occurred during processing

Settled (returned)DeclinedError

Common errors and how to correct

Server in maintenance. Please try again later.

Action: 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 Manage Payment Profiles, delete the impacted payment profile and add a new one.
Go to the plan's Payment Profile tab and assign the new payment profile.
Go to the plan's Payments tab and charge the payment.

This transaction cannot be processed. (Code 128, Reason Code 3)

Contact the 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 or bank routing number has changed.

If the account holder name changed: Within Manage Payment Profiles, update the payment profile with the correct name.
If the routing number changed: Delete the payment profile, add a new one with the correct routing number, assign the new profile to the plan, and charge the payment if needed.

Plan is cancelled or completed with overdue payments

N/ADeclinedVoided

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.

Other helpful resources

Add a Supplemental Payment Ensure Credit Cards are Up-To-Date Using the Authorize.Net Account Updater Understand Authorize.Net Error Response Codes