July Lunch and Learn Recording

All examples are on the Client Resources Sandbox site (please call Client Services if you need access), and the recording will be available in the Knowledge Base, so sit back and enjoy your lunch as we discuss three awesome tools we have to get those payments in. 

Balance Due Reports, Max Acct Balance, & Suspending Accounts

This companion article for our July Lunch and Learn will walk you through an easier way to handle active accounts that continue to build up unpaid balances so you can stop chasing down payments and prompt those users to come to you. First, we’ll take the quickest route to identify accounts that need balance interventions, then share how to set max balances on an account before the final measure of suspending user accounts.

Identifying Accounts That Have Excessive Balances

Use the Balance Due by Accounts report to identify accounts in your system that have balances in excessive of what you have deemed acceptable.

1. Open the Reports menu from the leftside navigation bar
2. Click Balance Due Reports
3. Select Balance Due by Account
4. Scroll through the different account balances
5. Click on account name to navigate to the accounts that need balance interventions

BONUS! Posting an Account Message

You can opt to begin with a gentle notification and deadline for payment before taking more firm action. The Account Message feature is the perfect solution for this type of communication. Additionally, using MyRec.com for these messages will allow you to keep a built-in log of the messages, while using an expiration date for public view, so you can keep track of the attempts to notify and collect on the fees owed.

1. Open the Household account
2. Click the Message & Logs tab at the top of the page
3. Click the link to Add New Account Message

Public View

1. Log into your public test household to see the message
2. Click the Account Overview icon
3. The message will appear under the navigation options in a banner

Implementing a Maximum Account Balance

Global

If your department has a user balance policy, you can use the Global Account Max to restrict actions like pre-registrations, registrations, rentals, and POS purchases when an account reaches that number across all your user accounts. This does not prevent facility access scans for valid memberships. For that, you can use Pause or Suspend Membership, which is found within the Membership Tab on the household account. Payment Plan balances are excluded from the max balance calculation. 

1. Open the Administration menu on the leftside navigation bar
2. Click Settings
3. Select the Account Settings tab
4. Scroll down near the bottom of the page and set the Max Global Account Balance
5. Click Update

Account (local)

By entering a figure in the Account-level max account balance field, this account will not be able to register online for any classes, nor will they be allowed to complete an offline pre-registration form, reserve a facility, or purchase a POS item if they have an unpaid balance equal to or greater than this amount. Subscription/Payment Plan balances are excluded from the max balance calculation.

1. Click on the Household account
2. Click Edit Account
3. Scroll down to Max Acct Balance field
4. Enter amount
   1. A warning will appear - read and accept it to continue
5. Scroll all the way down to Submit

You can test this from your public test account by trying to add an item to your cart for purchase from the public store. You will see the public message regarding your account balance maximum.

Applying Account Suspension to Users 

There may be occasions when a user who is still actively using your site is completely unresponsive to your department’s attempts to collect a balance due. They may be using your fitness center with their active membership or possibly using the calendar to find classes and open gym opportunities, then show up to those because they don’t have to pay through the system. You can actually suspend their access to their account entirely so that they are unable to access the system and must reach out to your department directly for further assistance. This can also be used for those members who only use the site periodically.

1. Click on the Household account
2. Click Edit Account
3. Scroll down to the radio buttons for Suspend Account (next to the Max Account Balance field)
   1. See warning regarding the suspension of the account
4. Scroll all the way down to Submit

BONUS: If enabled, make those APPs do the work for you!

Most departments like to collect problematic past due balances on the spot. However, you may have a family in a different situation that needs to make installments. Once you have made an arrangement with the household, you can avoid awkward payment calls by simply setting up an Account Payment Plans right now with the payer over the phone or in the office. This will take payments out of the card you attach until the balance is paid in full.

1. Click on the Household account
2. Near the top right, click Create a Payment Plan
3. Select the items with balances due to add them to the payment plan 
4. Follow remaining steps to create the plan terms
5. Click to Submit

If you don’t have payment plans and stored cards enabled on your site, reach out to the Client Success department, and the Support team will answer your questions about setup!