When a pet owner is experiencing a financial hardship one option some practices use is extending the plan term.  This option required the staff to manually initiate final payment after plan ends within Petly Plans.

Typical restrictions with the option: (practice can modify as deemed appropriate)

  • Practice allows 2-3 monthly payments to be pushed to having due dates after plan term ends.
  • During months that plan payments are not being collected services can’t be used.
  • After payment collection resumes pet owner must use plan services prior to plan’s end date so that usage is marked automatically. 
  • If after final payment is collected pet owner elects to enroll again, practice offer’s a discounted enrollment fee.

Example Scenario: Plan term is 1/31/2020 - 1/30/2021; Owner has made first 3 payments and is requesting assistance due to financial hardship.  Agreement is made to suspend payment for 2 months then resume payment schedule on 6/20/2020. After plan term ends on 1/30/2021 the past due April and May payments will be manually charged on 1/20/2021 and 2/20/21 


Stop a Plan from Automatically Renewing and Place it on Hold

  1. Search for and select the plan to put on hold.
  2. Within the Client Summary page, click Plan Administration.
  3. Select Do Not Renew.
  4. From the Reason to not renew drop-box, select the appropriate option.
  5. In the Note field, type details about the plan extension agreed upon with the client.

  1. Click Confirm.
  2. Select Put Wellness Plan on Hold.

Note: This will prevent plan payments from automatically drafting and alert administrators of unmatched item usages.

  1. From the On Hold Reason drop-down list, select Other
  2. In the On Hold Note field, type details of the agreement made with the pet owner to extend plan payments due date to after the plan's end date.
  3. Click Confirm.

Remove a Plan Hold and Begin Drafting Again

  1. Search for and select the plan for which to remove the plan hold.
  2. Within the Client Summary page, go to Plan Administration > Remove Wellness Plan Hold.
  3. Click Confirm.

Manually Charge a Payment(s) on the Agreed Upon Date

  1. Search for and select the client for which to charge one or more payments.
  2. Click the Payments tab.
  3. Click Charge.

  1. Within the Initiate Charge window, if necessary, click the payment method to be charged.
  2. Place a check mark in each Charge checkbox to include in this transaction.

  1. Click Charge Payment.
  2. Verify the correct payment method has been selected and the total to be charged is accurate.

  1. Click Charge Immediately.