The number of collection attempts to make before suspending a membership and their frequency can be set up for the entire organization. However, you can overwrite these settings with different criteria for selected centers. 


Starting April 1st 2021, VISA will collect a reattempt fee for businesses in US, Canada, and Europe, if the maximum number of reattempts exceed 15 times, after receiving a decline response. VISA prohibits more than 15 retries of a payment over 30 calendar days.

To avoid the reattempt fee, we recommend you to set the value of Keep trying for field as 14 or less.

To set up Dunning settings for suspending memberships

  1. At the organization level, click the Admin icon and navigate to Organization > Organizations.

  2. Click the Settings tab and expand Memberships.

  3. Under the Recurring Payments – Dunning Settings, enter the following:

  • In the Attempt to collect payment every box, enter the frequency to attempt collections, in terms of days. 

  • In the list next to Change collection status to, select Suspended. 

  • In the box next to After, select the number of attempts to make to change membership status to Suspended.

  • In the box next to Keep trying for, enter the number of extra attempts to make after suspending the membership.
    Note: Zenoti recommends you enter 14 or less as the value for Keep trying for field. This lets you avoid the VISA reattempt fee.


Observe the highlighted settings in the following image:

  • The Attempt to collect payment every is set to 1, so Zenoti tries to collect the payment once every day.

  • The Change Collection Status is set to Suspend, and After _ tries is set to 1. This means, if Zenoti fails to collect the payment in the first attempt, the Membership Status is set to Suspended.

  • The Keep trying for is set to 5. This means after suspending the membership, Zenoti attempts to collect the payment 5 more times. Until these attempts remain, the Recurrence Status shows as Suspended (Pending tries). If the 5th collection attempt is unsuccessful, the Recurrence Status changes to Suspended.

See Also

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