The Customers in Payment Failure report surfaces customers in payment failure.
This report is useful for:
Finding customers with a failed membership renewal or a failed penalty fee
Pulling Up the Report
Navigate to Reports > Operations > Customers in Payment Failure.
Specify the time frame from the date picker.
The Date filter refers to the date of the failed payment.
Apply any additional filters.
Failure type – filter to see failed membership renewals or failed penalty fees
Location
Membership Status – If a membership is canceled or terminated, the customer may still owe outstanding penalty fees.
Click Generate Report and, if necessary, Export the report.
Understanding the Report
The Customers in Payment Failure report includes:
Failure date – the date that the payment was unable to be processed
Customer ID – unique customer identifier
Customer email
Customer phone number
Failure type
Membership status – current status of the associated membership
Amount owed – the amount the customer owes for this particular failed payment.
If the customer has multiple failed payments for the same membership, it will only show the first failed payment. If there are multiple failed payments for multiple memberships, a line will be created for each membership.
Location
The best practice is to follow up on failed payments daily so you can capture them. Once the failed payment has been reconciled, the failure no longer appears in the report.