In this article you will learn how to resolve discrepancies or errors in payment runs:
Contents
Quick Guide
- Open the payment run in Finance / Payment runs and check the “Non-involved members” and “Failed payments” tabs.
- Ensure no payments are made during the creation or preparation of the run.
- Check for direct debit blocks or restrictions in member accounts.
- Contact customer service with specific details if the issue persists.
Detailed Guide
Non-involved members and Failed payments
Open Finance / Payment runs and select the payment run you want to check. The run opens directly into its detail view, which is divided into the tabs “Detailed evaluation”, “Members”, “Non-involved members”, “Failed payments” and “Considered debt claim types”.
Start with the “Non-involved members” and “Failed payments” tabs. These tabs may provide clues about members or payments that were not processed correctly. Correct these entries to resolve the discrepancies.
The “Non-involved members” tab shows a reason for every member that was excluded from the run. The reasons are “Collection stop”, “Open claims meanwhile balanced”, “Invalid bank details”, “Invalid SEPA mandate”, “No means of payment available”, “Credit card expired”, “Invalid address”, “Invalid customer data”, “Customer archived”, “Processing error”, “MemberCash” and “Unknown”.
Changes in Member Account During the Run
The software processes payment runs asynchronously. An asynchronous payment run means that bookings can still be made in the member accounts during creation. This has the advantage that the ongoing business operation is not interrupted.
At the time of creating the payment run, a snapshot of all member accounts is taken. This snapshot forms the basis for the payment run and ensures that all bookings recorded up to that point are correctly accounted for. This allows you to correct bookings or accounts after creating the preview and then complete the payment run. The sum of the preview may then differ from the final sum in these cases.
If changes are made to the member account during the creation of the payment run, such as cancellations or entries of a rest period, these changes will be considered in the next payment run.
Direct Debit Blocks or Restrictions
Check member accounts for direct debit blocks or restrictions that could prevent correct processing of payments. A member that is excluded for this reason appears in the “Non-involved members” tab with the reason “Collection stop”. Remove these blocks or clarify the restrictions to ensure that all payments are correctly recorded and processed.
Contact Customer Service
If the discrepancies or errors persist, contact customer service. Provide specific details about the payment run and the problems encountered so that support can investigate the situation more closely and assist you more effectively.