Resolving payments manually

Some customers use up every re-attempt and still owe. DoDays stops retrying them at that point and hands them back to you.

The to-do item

Once automatic retries are enabled, a payments awaiting manual resolution item appears on your dashboard whenever there's something to deal with.

Both administrators and coordinators see it. It disappears when the list is empty.

What's on the list

Selecting the item opens the full listing. Each row shows the customer, the student, the amount still outstanding and how many attempts have failed.

A subscription lands here when it has reached your attempt cap and money is still owed. By the time you see it, the customer has already been emailed to say you'll be in touch.

TIP

This list only covers customers DoDays was able to try. Where there's no payment method attached at all - a customer who has never added a card or bank account, or has had one removed - there's nothing to re-attempt, so those customers never accrue further failures and never reach the cap. Administrators will find them under the separate customers with no payment method item instead, which is worth checking alongside this one.

Settling it

The list tells you who needs chasing. Settling it usually means contacting the customer to update their payment details, then taking the payment yourself.

To do that, open the customer's record and select Charge customer from the Billing section. Choosing the subscription lets you collect more than one missed payment at a time, which is how you clear a customer who has fallen several months behind.

TIP

Rows clear themselves. As soon as a payment lands against the subscription, it drops off the list without you having to mark anything as done.

Remember that any processing fees added along the way are debits on the balance rather than payments in their own right, so the amount to collect is the outstanding collections plus any fees accrued.