It happens. Customers' payment methods fail from time to time. The good news is that the Recess platform will automatically try to process payments that failed. Payment might fail for a number of reasons such as the card having insufficient funds, being expired, and more.
The system is configured to try to process failed payments 1 day after they failed, then again after 3 days, and again after 7 days. You can adjust these settings.
Note: Only available to studios and gyms
In this article:
Failed Transaction Settings
This feature enables you to allow a payment to fail while putting the transaction into a negative account balance state or pending state. This is helpful if a credit card fails to process when a membership goes to renew, but you would like your client to still have access to the membership while you work to collect payment.
Go to Finances > Pending Transactions
Click on the Gear icon on the top right to “Edit Pending Transaction Settings”.
You'll see two tabs: (1) Settings (2) Clients
Settings
Enable pending transactions: Toggle this on so that failed payments appear in the dash and make it easier to collect
Other settings: You can choose what type of payment failures create will create a pending collectible on the clients' account
Allow Transactions to be Scheduled: This is on by default and is what enables Scheduled Transactions (more on that here).
Automatically retry failed transactions:
Important: Pending must be turned on for this to work
To turn off this feature, delete what is in the box
To change how often failed payments are retried enter any number sequence such as 1,3,7 (after 1 day, 3 days, and 7 days)
Client Settings
You can choose how and if you want Past Due amounts shown in the App and on your website Embed
Dismissable Banner: If you toggle on "Dismissable Banner" the system dismisses it for about 24 hours before it reappears
Block Checkout if Pending: This prevents a user with an active membership from reserving any classes until they clear their past due amounts
The reservation flow will allow them to add the class to the cart
When the client is in the cart it will add the amount due for their membership, and if the membership can be used to book the class, it'll redeem the class using the membership
Client Experience
Here are some examples (based on setting configurations)
Banner at the top of the app when viewing schedule (Large and Small banner options)
Class booking page when you "Block Checkout if Pending Balance"
Checkout page when there are Past Due items
How do I View and Collect Payment for a Client’s Failed Transactions?
You can do it from the "Pending Transactions" page and under the "Failed Tab"
Or you can navigate to the client’s detail page where you'll see a red banner that says "Failed Transaction"
If a client has a Negative Pending Balance, there will be a warning showing the number of failed transactions and the total pending balance. Click the warning to open the Checkout flow to collect payment for all of the pending transactions.
You can also scroll to the bottom of the Client Details page and find the section labeled “Payments.” Here you'll see that the item failed and why. You'll also see when Recess will attempt to retry the payment
To collect payment, click on the 3 dots menu next to a pending transaction.
Click the option Checkout pending transaction to open the Checkout flow to collect payment for just the single transaction.
Click the option Checkout all pending transactions to open the Checkout flow to collect payment for all of the pending transactions.
How do I View all Pending Transactions for my Studio/Gym?
Go to Tools > Pending Transactions
Go to the tab you want to view
Failed: Covered in this article, all the failed transactions
Scheduled: All transactions you have scheduled in the future. View article.
Upcoming Renewals: Future membership renewals that are created when someone books classes or appointments beyond their renewal date. View article.
You can filter to only view unpaid items