Memberships Payment report (v2)
Disclaimer
This article is only for the latest version of Zenoti Reports. Do not compare the data in this version with the data in the previous version.
The Memberships Payment Report in Zenoti provides a complete view of all financial transactions related to memberships, including recurring and one-time payments. This report helps businesses track collections, monitor failed transactions, manage dues, and analyze revenue patterns across different locations and time periods.
Center managers and front-desk staff can use this report to view the payment status of each member in the center. Based on the payment status, the front-desk staff can collect the next payment for the day and remind the guest of upcoming collections. This report can also be used to analyze outstanding dues by age and drill into the reasons behind payment failures.
At the organization or center level, click the Reports icon.
On the Reports page, search for and select the Memberships Payment report.
If the report has many columns, scroll horizontally to the right or left to view all columns.
To view specific data on the report, select the desired filters. For more information, refer to report features on Zenoti.
Click Refresh.
Export membership data
As a center user, you can export the details of all members and the price they are paying for their current memberships. This helps you review and revise prices as needed. To export member data, click the Export to Excel icon.
Filters for Membership Payment report
Date Type: Determines whether the report should be generated based on the due date or collection date. Choosing "Due Date" allows businesses to focus on when payments are expected, helping with accounts receivable planning and identifying potential collection delays. Selecting "Collection Date" provides insights into actual cash flow and payment behaviors. This choice directly impacts trend analysis, cash forecasting, and performance tracking.
Centers: Allows filtering of data by specific Zenoti centers (i.e., physical business locations). Useful for brands with multiple locations to assess and compare revenue, dues, and collection performance at each center. Ensures center-specific accountability and helps isolate operational discrepancies.
Dates: Enables setting a custom reporting period. This filter allows users to run monthly, quarterly, or yearly reports or analyze performance during promotions or campaigns. The accuracy of trend analysis and financial forecasting relies heavily on setting appropriate date ranges.
Membership Category: Filters the report by categories such as wellness, fitness, or beauty plans. These categories help businesses compare the financial performance of different membership segments and evaluate which categories bring in more stable or recurring revenue.
Recurrence Status: Filters memberships based on the status of their recurring payment setup—Active, Paused, Suspended, or Cancelled. This is crucial for assessing the health of recurring revenue streams and identifying opportunities for re-engagement or intervention.
Collection Status: Segments transactions by their payment collection outcome: Collected, Waived, Declined, or Dunning. This filter is vital for financial health analysis, helping finance teams focus on failed collections and potential follow-ups.
Invoice Age: Allows you to choose the ageing bracket each open invoice falls into. Choose from 0–30, 31–60, 61–90, and 90+ days to indicate how long an invoice has remained open, select Collected to filter invoices that have been collected.
Membership Type: Separates One-Time and Recurring memberships. Businesses can use this to analyze the effectiveness and revenue contribution of different membership models.
Membership Search: Enables a keyword-based lookup for specific membership names. Helpful for troubleshooting or evaluating the performance of a particular membership plan.
Service Credits Awarded: Filters memberships where service credits were granted—these are typically issued due to service recovery, compensation, or promotional offers.
Waive Reasons: Narrows down waived transactions based on specific business-defined reasons such as goodwill, system error, or customer dissatisfaction.
Decline Reason: The Decline Reason filter lets you narrow the report to invoices that failed due to a specific reason. The filter is multi-select and searchable. Filter values are populated dynamically from actual decline data in your account. Common decline reasons include: Insufficient funds, Card expired, Invalid card number, Do not honor. A value 'Not declined’ is displayed when the payment is successful or when the payment is waived, or is pending, or when the payment collection is not attempted.
Total Tries: The Total Tries filter narrows the report to invoices with a specific attempt count: All, 0, 1, 2, 3, 4, 5, or 6+. For example, find all invoices attempted 4+ times with no success — these may need manual outreach.
Invoice has Hard Decline: This filter lets users focus on invoices where the most recent payment attempt resulted in a hard decline. Options include Yes, No, or All. A "Yes" result flags non-recoverable transactions needing manual follow-up. The payment method, typically a card, is permanently invalid. For most cases, blocked or expired. A "No" implies recoverable soft declines such as insufficient funds, while "All" displays all invoices or occurrences.
Only show partially paid invoices for suspended memberships: Highlights suspended memberships that have pending partial payments.
Only show cancelled collection type memberships: Displays memberships whose recurring payment collection mechanisms were manually or systemically cancelled.
Column descriptions for Membership Payment report
Sale Center Code: The internal identifier of the center where the membership was sold. It is used primarily in backend data mapping and reporting across systems where a unique code is required to distinguish between locations.
Sale Center: The name of the center where the membership sale was made. This helps in identifying which center initiated the transaction, even if the services are redeemed at a different location.
Base Center Code: The unique identifier for the base center associated with the membership. This center is typically where the guest is primarily associated with services.
Base Center: Name of the base center tied to the guest's membership. Useful in tracking usage patterns and managing center-specific performance reports.
Invoice Number: A unique ID assigned to each invoice. This is important for financial auditing, tracing payment issues, and performing transaction-level reconciliations.
Membership Code: A system-generated unique identifier for each membership sold. Helps in filtering, referencing, and managing memberships across your organization.
Membership Name: The label or name of the membership plan, such as Monthly Gold Plan. Useful for identifying popular memberships.
Guest Name: Name of the guest who holds the membership. Important for person-level reporting, account follow-up, or customer service queries.
Sale Date: Date on which the membership was sold. Useful in understanding the lifecycle, timing of billing, and seasonal sales analysis.
End Date: The expiration date of the membership. Helps in tracking renewals, churn, and end-of-life metrics for the product.
Due Date: The date on which the payment was expected. Used in managing receivables, tracking overdue amounts, and generating reminders.
Waived Date: Shows when the invoice was waived, if applicable.
Collection Date: Date when the payment was successfully collected.
Collection Status: Indicates the current outcome or stage of the payment attempt for a given invoice. It helps identify whether a payment has been successfully completed, is in process, or has failed. The possible values are:
Collected: The payment was successfully collected.
Pending: The payment attempt is still ongoing. Zenoti may retry based on configured dunning settings. While retry attempts are active, the status remains Pending.
Failed: All retry attempts have been exhausted, and the payment could not be collected.
Waived: The payment was intentionally waived by the business, often for retention or operational reasons.
Cancelled: The transaction was cancelled and will not be attempted again.
Refunded: The payment was collected but subsequently refunded to the guest.
Sales (Excluding Tax): Shows the membership sale amount excluding tax. Useful for calculating revenue before government deductions.
Sales (Including Tax): Total sale value inclusive of applicable taxes. Reflects the complete customer charge.
Amount Collected: The actual payment received against the invoice. Supports reconciliation with payment gateways or bank statements.
Due: The remaining amount on the invoice that has not yet been paid. Helps in identifying pending receivables.
Next Attempt Date: For declined payments, this is the scheduled date for the next retry attempt. Useful for operational planning and reducing manual interventions.
Amount Waived: Displays the portion of the invoice that was waived, instead of being collected. Important for understanding revenue concessions.
Recurrence Cycle Number: Indicates the installment number in a recurring membership series for example, 1st, 2nd, etc. Useful in tracking progression and detecting drop-offs.
Recurrence Status: Indicates the current outcome or stage of the payment attempt for a given invoice. It helps identify whether a payment has been successfully completed, is in process, or has failed.
Default Payment Method: Displays the stored payment method used for automated billing. If any hard decline has occurred on this method, the phrase "(Hard Decline)" will appear next to it to signal an invalid or unusable payment source.
Payment Type: The actual method used in this transaction, which could differ from the default payment method.
Membership Type: Identifies whether the membership is a one-time or recurring type. Used to segment reports based on billing structure.
Membership Status: Indicates the current life cycle state of the membership based on its timeline from start to end. This field reflects the guest's access to membership benefits and how the system treats the membership during billing and service redemption. The possible values include: Active: The membership is valid, active, and all benefits and billing cycles are in effect.
Frozen: The membership is temporarily paused, often at the guest's request. Billing is suspended, and future billing dates are pushed out by the number of freeze days.
Suspended: Usually occurs due to payment failure in recurring memberships. No billing or benefits are available during suspension, and the membership needs reactivation.
Expired with Prepaids Remaining: The membership has reached its scheduled end date, but some prepaid credits or benefits still remain and can be used.
Upgrade/Downgrade: Indicates the guest has opted to change their membership plan. The current plan continues until the new plan becomes active.
Upgraded/Downgraded: The upgraded or downgraded membership has started, replacing the previous plan.
Not Applicable: Used when multiple status changes occur on the same day, and no single status can be assigned definitively for that day.
Service Credits Awarded: A Yes/No field indicating if service credits were issued with the payment. Used in tracking promotional or compensatory actions.
Waive Reason: This column shows the specific reason recorded for waiving a membership invoice. Waive reasons are configured at the organization level by administrators and allow front-desk staff to document the business justification behind waiving a payment.
Backup Payment Method: Shows any secondary payment method configured, typically used when the primary method fails. Relevant for assessing fallback options.
Decline Reason: Displays the reason why a payment failed. This column is populated only when a payment attempt is unsuccessful. Reasons can include scenarios like Insufficient Funds, Card Expired, Invalid Card Number, or AVS (Address Verification System) Failure. This information helps front-desk staff and finance teams understand the cause of failure and decide whether a retry is viable or if manual intervention is required. If the failure was due to a hard decline, like an invalid card or a blocked account, this column displays the text for hard decline. This helps staff understand what went wrong and whether the payment method can be retried or not.
Invoice For: Indicates the purpose or action for which the invoice was generated. This field helps categorize and differentiate the types of invoices related to memberships. Common values include:
Sale : Represents the initial purchase of the membership.
Dunning : Generated when the system attempts to recover a previously failed payment through retry logic.
Upgrade : Issued when a member upgrades from one membership plan to a higher-tier plan.
Downgrade : Issued when a member switches to a lower-tier plan.
Transfer : Reflects changes due to membership transfer from one guest to another.
Invoice Age: Displays the number of days an invoice has been outstanding by calculating the difference between the report run date and the invoice generation date (Invoice Age = Report Run Date – Invoice Generation Date). All open invoices have a value in this column. “NA” will not appear for open invoices.
Total Tries: The Total Tries column shows the cumulative number of collection attempts made on each invoice as of today. The column is groupable.
Hard Decline? (latest try): Indicates the result of the most recent payment attempt for the invoice, specifically identifying if it resulted in a hard decline. A hard decline occurs when a payment fails for non-recoverable reasons such as an invalid card number, an expired card, or a blocked account, meaning Zenoti does not attempt to retry the payment automatically. The values include:
Yes: The latest attempt failed due to a hard decline. Manual customer follow-up is required.
No: The attempt failed, but it was a soft decline, such as insufficient funds, and the member or guest can retry payment.
NA: The payment was successful, so no decline applies.
Reconciling with the Membership Tries Report
The Membership Payments report and the new Membership Recurring Invoice Tries report are designed to be reconcilable. Use the Invoice Type filter in both reports and match Total Tries and invoice amounts to validate that the data aligns.
The two reports operate at different granularities: this report is try-level (one row per collection attempt), while the Membership Payments report is invoice-level (one row per invoice). Because each invoice can have multiple tries, a direct row count will never match — but the invoice sets and financial totals can be fully reconciled by following the steps below.
Align on Invoice Type. In this report, set Invoice Type to Sale and Recurring. In the Membership Payments report, set Invoice Type to Recurring. Both selections produce the same underlying set of invoices.
Confirm the invoice list matches. After applying the Invoice Type filters above, the distinct set of Invoice Numbers in both reports should be identical.
Use Try Number 1 only for amount totals. Because this report has one row per try, summing Amount to Be Paid across all rows will overcount invoices with multiple attempts. To match the Membership Payments report, filter this report to Try Number = 1 before summing invoice amounts, so each invoice is counted only once.
Reconcile Total Tries. When comparing Total Tries across reports, exclude invoices with Total Tries = 0 in the Membership Payments report, as those represent invoices with no collection attempt recorded and will not appear in this report.
Exclude Waived invoices. In the Membership Payments report, exclude invoices with a Collection Status of Waived. Waived invoices do not generate collection attempts and will have no corresponding rows in the Tries report.
Impacts and considerations
The Bulk Charge button is only available when the collection status of all selected invoices is marked as Failed. This ensures that only failed transactions are retried in a batch.
The Bulk Charge operation does not depend on or consider the Recurrence Status of memberships. All failed invoices can be included regardless of whether the membership is active, suspended, or canceled. For canceled memberships, the dinning invoices retained through a membership configuration are excluded from bulk charge actions and are not available for selection.
When a Bulk Charge request is initiated, the status of all invoices in the batch is temporarily set to Pending. This prevents duplicate batch submissions and ensures system integrity until the current process completes.