If a customer's account has a past due amount, it will show on the screen once on the Customer's Account. Click on the COLLECT NOW button to collect it in the store. From here you will process through just as any other transaction.
If you are setup to collect payments by text or email, those options will be visible as well.
How to Remove the Decline Charge or Edit a Past Due:
When a customer has a past due the following will appear on their account. Past Dues will prevent a customer from being able to be set in a service, unless an OVERRIDE is performed. **Please note that an override will open up ALL services to a customer and will NOT deduct any sessions, minutes or credits. In certain cases, if the customer is a good customer, rarely declines, and legitimately had fraud, is waiting on new billing, etc., you may click on the OVERRIDE SYSTEM TO ALLOW TAN MANAGER APPROVAL REQUIRED box. The system will prompt for a note to be entered as to reason for override which will be reported to management.
Users must be given access to waive a decline fee or to edit the past due amount. To waive a decline fee for a customer, you will go the customer's account and then MORE DETAILS > ACCOUNT DETAILS/HISTORY> Membership Details. On this screen if you scroll down you will see the following:
By clicking on the $15 decline charge or any amount that appears in the "Decline Charge" box, it will open up a new box for you to change the amount to zero and enter a reason for the change. A reason is required for the change to save. ** All manual changes will appear under the Acct Changes section on the customer's account.
Once removed, you will notify the employee that the decline fee was removed. The internal chat is a great tool to use for this to quickly notify an employee!
If you are communicating with a customer via text or email regarding their past due, they may now require the new link to be sent to them with the decline fee removed. To send the new past due link, go to the customers account and click on the RED BOX that reads TEXT or EMAIL as in the top image above.