FAQ and troubleshooting

Check whether at the center level, under the Invoice and Receipt section, you have selected the Balance with tax included setting.

When this setting is selected, the balance shown on the communications will include the tax amount and so will be different from the balance shown on the system.

Here is an example showing how the numbers are calculated.

Membership price: 100
Tax on membership: 20%
Tax amount: 20
Price: 120
Credit amount (Total credit amount accrued through Membership collection): 200
Credit amount (Total credit amount accrued through Membership collection+ Tax): 200 + 20 = 220

On Invoice 1:

Credits used: 48
Credit balance (shown on page): 200 – 48 = 152
Credit balance (shown in communications): (220 x 152) / 200 = 167.2

A guest with an expired membership can continue to receive member prices under the following conditions:

The Redemption post expiry setting is enabled and the guest has unused credits.
The Redemption post expiry setting is set to blocked, the grace period end date is in the future, and the guest has unused credits.

To check whether they have unexpired credits:

From Appointment Book, search for the guest and open their Guest Profile page.
Go to the Memberships tab.
In the Membership column, click the membership name.
The Membership Activity page appears.
In the Service Balance section, check if there are any credits available.

If a member has balance credits but when you cancel the membership the refund amount shows 0 (zero), check whether it is a non-recurring membership. You can refund the membership if the Excess Refund setting is enabled.

To enable excess refund:

You must have the necessary permissions to do this.

At the organization level, click the Configurationicon and navigate to Security > Security Roles.
In the Name column, click the role for which you want to enable the permission.
The Edit Role page appears.
Go to the Permissions tab.
Expand the Marketing Manager section.
Under Memberships, select the Excess refund setting.
Click Save.

Guests may have been charged twice in the same month for the membership

When a customer is charged twice in the same month for their membership, it can often be due to adjustments in the payment schedule or previous payment failures.

Review the payment schedule to see if any manual changes have been made. For example, if the scheduled payment date for February was changed to March 8th, both the February and March payments may be collected in March.
Check whether the payment for the previous month failed and was retried in the current month. Businesses often attempt to collect missed payments along with the current month's payment, leading to what appears as duplicate charges.
Examine the payment or transaction log to identify any changes to the scheduled payment dates or any retries due to previous payment failures.
Inform the client about the reason for the double charge. Explain that the adjustment in the payment schedule or a previous payment failure led to two charges being processed in the same month.
Adjust the future payment schedule to prevent such issues from recurring. Ensure that the client is aware of the new schedule.

In this section:

FAQ and troubleshooting

Guests may have been charged twice in the same month for the membership

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