If your appointments are not deducting / reducing from the client package balance, the client's package did not renew or Why do I keep getting unpaid appointment notices? Here are a few things to check.
Also, you can run an appointment report that will indicate whether the appointment was deducted from the package balance, it is best practice to run this weekly or monthly to make sure all appointments are charged - see how
If you have requested a package to be paid, you can send a reminder, charge it or cancel it at anytime by going to the Billing tab->Payments and click the needed action button.
Note: If a package balance is replenished within 72 hours of the appointment the balance will deduct from that balance for the appointment.
1. Is the appointment set to accept packages?
2. Is the appointment confirmed
all appointments must be confirmed for the package to reduce the balance. If the client confirms the appointment within 72 hrs past the appointment, the balance will deduct on it's own, the deduction could take 24 hrs. If you are a Verified provider you can confirm your clients future appointments - see how
How to check for confirmed appointments
appointment report will show the status
the appointment itself will have stripes across it on the calendar
if you open the appointment at the top it will say "awaiting confirmation"
the appointment will show a (?) beside the attendee showing as unconfirmed
3. Why do I keep getting unpaid appointment notices?
You and your client will receive those notices if the package balance is a 0 and they had a lesson. The 2 ways to resole it to sell them a new package or manually change the package balance to 1 so it will deduct the appointment and the notices will then stop because the system is considering the appointment as paid.
4. Are the appointments scheduled under the client that the package was sold to?
If you are using the multiple family member feature, you may have sold the package to a family member and then schedule the appointments under a different family member. This is easy to fix, just transfer the package to the family member the appointments are assigned to - see how
Why Didn't my clients package renew?
1. Is it set to "repurchase"?
2. Did the charge fail when the auto-repurchase tried to run?
Check the Billing->Transaction Tab for a failure reason - If the charge fails your client will receive an email notification to update their payment method and to pay for the package. Once the client's payment method is updated the system will NOT automatically repurchase the package, the client can either click the "pay" button in their portal it will show in their ToDo list or you can go under the Billing->Payments tab and in the "Sent" section charge them or remind them.
3. Did you manually reduce the package balance to 0?
If you did this it cancels the package. To fix click on the "end package billing" button and sell them a new package
1. I refunded a package charge but I still see a package balance
When you refund that just returns the client money, you must still cancel the package by
Navigate to the client's profile
If the package balance is not 0, click on edit and change to 0
Click the "end package billing" button
Related Articles