Every facility suffers from failed membership payments on a regular basis. Quoox has processes in places to help you manage payment failures, whilst ultimately leaving the course of action in your hands.
Membership payments are processed as part of an overnight process. Failed payments are flagged in alerts. In the event of a payment failing, Quoox will retry the payment for a further 4 days. If the payment has still not been collected on the 5th day, as “final attempt” alert is raised. It is then the responsibility of the facility to remedy the situation, and reset the Quoox payment cycle.
When a payment has failed, Quoox will continue to issue credits and allow the member to book. The facility may optionally manually block the member if they wish. Quoox will not try any further payments for the membership until the failed payment has been successfully completed via the Quoox interface.
Payments should be retried from the member’s activities tab. When successfully, the membership payment cycle will be reset and future period payments will be re-activated.
Taking payment outside of Quoox does not restart the membership payment cycle. If you do this, you will need to raise a ticket with the support team, providing the member’s details, requesting that the payment cycle reset. Ideally, payments should be processed through Quoox – and then this cycle takes place automatically.
If you have a member that regularly fails payment, and then pays in cash, consider adjusting their payment model (which still meeting their contractual obligations).