Summary

Review items used throughout the week to ensure accuracy and manage overdue payments to ensure there is no missed billing.


This includes:

  • Reviewing items usages that exceed the quantity allowed with a plan for approval or correction.
  • Reviewing items usages that are not included on a plan for approval or correction.
  • Collecting or cancelling overdue payments.
  • Ensuring payments profiles and plans for future payments are up-to-date to reduce billing issues.


When

  • A minimum of 1 time each week


Permission Level

  • Administrator
  • Manager:
    • View item data, item history and payment reports.
    • Mark an overused item or unmatched item is addressed


Terminology

  • Over Usage: An item included on an active plan but the quantity exceeds the number allowed with the plan. This is shown as a negative value in the Items Remaining field within the Client Summary page Items tab.
  • Unmatched Usage: An item was used but is not included in the current active plan.
  • Outstanding Payments: Payment is past the collection due date and has yet to be paid.
  • Potential Payment Issue: A payment profile or plan that must be updated to ensure monthly payments are automatically charged on the payment due date.


Things to Know

  • Petly Plans has numerous emails sent to designated email addresses with important information about the product including:
    • Payment collection issue
    • Item usage discrepancies
    • Issues with payment profiles (Authorize.Net® Account Updater users only)
    • Payments processed for plans set to pay in full on the plan start date.
  • There are several reports you can check:
  • If an item is unmatched and does not show a patient, the pet does not have an active plan.
  • If a plan is on hold or has a plan changing status and an item is invoiced, the information is not updated in Petly Plans. These usages must be manually updated in the Petly Plans application.

 

Steps

Correct an item over usage

Issue Description(s)

A WP item was invoiced and exceeds the quantity allowed with the plan.

 

How to Correct

 

If the pet owner was charged:

Go to the Usage History tab and delete the over used WP item.

 

If the pet owner was not charged: 

Go to Reports > Plan Item Data > Unaddressed Item Over Usage and mark the item as addressed.

 

Detailed Steps

Review Item Over Usage to Approve or Correct

Remove Invalid Item Usage from Plan History

 

 

 

Correct an unmatched item usage

Issue Description(s)

A WP item was invoiced and is not included with the plan.

 

How to Correct

If pet owner was charged:

Go to the Usage History tab and delete the unmatched WP item.

 

If needed, go to the Items tab and mark the correct WP item as used.

 

If the pet owner was not charged and no WP item can be marked used in place of the invoiced WP item:

 

Go to Reports > Plan History > Unaddressed and Unmatched Item Usage and mark the item addressed.

 

Detailed Steps

Manually Mark an Item Used without Invoicing

Remove Invalid Item Usage from Plan History

 

 

 

Handle overdue payments

Issue Description(s)

A payment is past due and has not been collected.

 

How to Correct

Go to Reports > Payments.

Select the Outstanding Payments report.

Address any payment issues.

 

Detailed Steps

Administrator Checklist: Handle Overdue Payments

Cancel a Payment

 

 

Review potential issues with future payments

Issue Description(s)

Automatic billing of future payments may be hindered.

 

How to Correct

Go to Reports > Potential Payment Issues.

Choose a month and year to view.

Ensure payment profiles and plans have been updated.

 

Detailed Steps

Administrator Checklist: Proactively Reduce Payment Collection Issues

 

Other Helpful Resources