After Stripe tries 3 times to collect payment for a membership (and fails), that membership is marked unpaid in Punchpasss and we email the business admin so you can follow up.
Additionally, Punchpass provides a Memberships Report that you can use to keep track of your customers' current recurring memberships.
Regardless of how you collect payment for your memberships, it's very important to review this report regularly to be sure payments are coming in for your customers' memberships!
To see the memberships report, click on All Reports on the homepage (blue button) and then Memberships.
The Memberships Report includes tabs for all Active, Future, Canceled, Finished, and Paused Memberships. The report will highlight any memberships with unpaid passes:
You can click on the customer's membership to access the Membership Details. From here, you can click on the Pass Assigned to update a customer's payment status. You can cancel a membership here as well.
If the Membership has Unpaid Passes, these will be highlighted:
What if a membership collected via Stripe shows as Unpaid?
We don't usually know the reasons behind a failed credit card charge. That's really up to Stripe and your customer's bank, and it's not something you or I have any control over. The only thing we can do is to review the Memberships report regularly to make sure payments are going through as expected. If a membership shows as Unpaid, you will need to follow up with the customer.
If a membership is paid via Stripe, and the payment for a pass fails, Punchpass notifies you. This will help prevent memberships from continuing on even though a pass has not been paid for. Further, if a pass paid via Stripe fails payment, but Stripe is set to re-attempt the payment, we'll note it next to the pass so you can let Stripe do their thing!
If the membership payment has officially failed, you will need to deal with the situation with the customer...First you will update the customer's card from the admin side of Punchpass. Head to the customer's profile & click on the membership. You'll have the option to change the credit card there.
If a customer updates their credit card information, Punchpass will attempt to pay their last invoice if it's unpaid, and will alert the company admin of the result
This saves the client from having to remember to check later. Note that Punchpass will only try the LAST invoice if it is unpaid....it won't go back to previous invoices from the past.
What about OLD unpaid passes on the membership?
If the customer's credit card information has been added, OLD unpaid passes can now be paid via Stripe. This is especially useful in a situation where a customer wants to convert to paying via credit card, but after the membership has started. Now the membership can be converted to pay via CC, and then the previous unpaid pass can be invoiced too.