Automatic Charging

Automatic Charging allows you to set payments for your pet care business on autopilot. Automatic Charging also improves cash flow with automatic retries and support for multiple payment options. This toolset is designed to help pet care businesses get paid faster and easier.

Automatic Charging is only available for companies when a Credit Card Processor connected.

In This Article

How Automatic Charging Works

Automatic Charging will run up to once per day at the time you specify, on the days of the week you have enabled. For example, you can opt to run charges every Friday at 9 am, every weekday at 1 pm, or every day of the week at 5 pm.
The algorithm behind Automatic Charging will dynamically determine when an invoice will be auto charged based on the invoice's due date. If changes to the invoice's scheduled events result in a change to the due date, the auto-charge date will also automatically be re-calculated on an invoice by invoice basis. You can also manually override the auto-charge date or completely disable it.
When Automatic Charging is enabled, all clients will be included by default. You can however disable automatic charging on a client by client basis.
Once an invoice has an auto-charge date, the following actions take place:
  1. The day prior to an invoice being automatically charged we will send an email reminder to the client 24 hours before the charge is scheduled to occur. The messaging on this email can be customized in Settings - Company Settings - Messaging (Email - Automatic Charge Reminder). This email will include a list of every invoice set to be charged tomorrow and will also include a message if there are open payments/credits that will be applied automatically prior to charging. Each invoice is a clickable link allowing the client to review the invoice and, if enabled in Portal Settings, to add a tip.
  2. On the day the auto-charge is scheduled and at the time specified in your settings the following steps are taken:
    1. Any open payments and/or credits on a client's account will automatically be applied to the invoice.
    2. The charge will be attempted with up to three payment methods available on the client's account if the payment is declined (this is configurable) for the invoice's full balance.
    3. If a charge is declined it will be retried up to five times on upcoming auto-charge dates.

Setting Up Automatic Charging

To begin, navigate to Settings - Invoices & Payments - Automation. The following is a list of all available options and their purpose.

Automatic Charging - Enable or Disable Automatic Charging for your entire account.
Days Of Week - Determines which days of the week Automatic Charging will run.
Time Of Day - Determines what time of day we will run Automatic Charging. This also determines the time of day reminder emails are sent to clients on the day prior.
Invoices Must Be - The rule that determines when an Invoice is available for auto charging.  
  • Due Today - The invoice's due date must be today or earlier.
  • Past Due - The invoice's due date must be yesterday or earlier.
  • Past Due By - The invoice's due date must be a configurable number of days (1-30) in the past.
Note that "Invoices Must Be" cannot override your "Days of Week" setting. For example if "Invoices Must Be" is set to "Due Today", the invoice has a due date of Wednesday and you only have Friday enabled the invoice won't be auto charged until Friday since Wednesday and Thursday are not enabled.
Charge Failed Email - Determines whether or not to send an email to clients notifying them that we were unable to successfully charge their invoice(s). This email's verbiage can be customized in  Settings - Company Settings - Messaging (Email - Automatic Charge Failed).
Payment Methods To Try - Determines whether we should try only one payment method or multiple payment methods (at most 3 will be tried). See Notes; Order of payment sources for more details on which payment methods are used.

Viewing Upcoming And Past Automatic Charges

You can view all upcoming Automatic Charges under the "Upcoming" tab and a full history under the "History" tab of all past Automatic Charges from Invoicing -> Automation.

The "Upcoming" tab will list every single invoice that is set to be automatically charged. From this view you can see the date and time of the charge, how much will be charged (before any credits or open payments are applied), and the default payment method on file for the client.

The "History" tab will list all successful and failed automatic charges that have already taken place. You can filter these past charges either by "Invoice Due Date" or "Payment Date". Note that for "Payment Date" this will always be the last attempt in the case of multiple attempts over multiple days.

Enabling And Disabling Automatic Charging For Clients

In Invoicing - Automation you can also see a master list of all clients and whether or not they have Automatic Charging enabled or disabled. This list can be filtered to only show clients that have Automatic Charging enabled or disabled.

The "Clients" tab will show all of your active clients. Each client will be listed with a toggle next to their name indicating whether or not they have Automatic Charging enabled. Click on a toggle to enable or disable Automatic Charging for each client.

Bulk Enable Or Bulk Disable Automatic Charging

You can Enable or Disable Automatic Charging for all clients with just a few clicks. Scroll to the bottom of the page. 
To enable Automatic Charging for all clients at once, change the dropdown to "Enable For All Clients" and click "Perform Bulk Action". A popup will display asking for you to confirm.  

To disable Automatic Charging for all clients at once, change the dropdown to "Disable For All Clients" and click "Perform Bulk Action". A popup will display asking for you to confirm. 

Auto Charge Statuses On Invoices

An invoice that is eligible for Automatic Charging can have one of eight statuses. These statuses are visible from the invoice edit screen directly under the due date. Here, we'll explain what each status means. 

Pending - The invoice is eligible for Automatic Charging and a date is scheduled in the future. You can manually adjust the scheduled date by clicking on the pencil icon. You can also disable Automatic Charging by clicking on the pencil icon.

Skipped - The invoice no longer has a balance due and thus no payment is required. This can be the result of a manual payment being made, events being canceled/deleted, a discount being applied, and various other reasons. If the invoice later becomes open and has a balance due, the invoice will be re-scheduled for Automatic Charging.

Failed But Will Retry - Automatic Charging was unable to process payment at least once, but we will retry on this date.

Failed - We have exhausted all retry attempts and Automatic Charging has permanently failed for this invoice. This invoice is not eligible for Automatic Charging again. Instead, an admin will need to run the client's card manually, an admin will need to add a manual payment (like cash or check), or the client will need to manually submit the payment via the client portal or the mobile app. 

Succeeded - Automatic Charging successfully ran. This invoice is not eligible for Automatic Charging again even if the invoice becomes open again. If the invoice becomes open (like by adding additional events or editing existing events) an admin will need to run the client's card manually, an admin will need to add a manual payment (like cash or check), or the client will need to manually submit the payment via the client portal or the mobile app. 

No Payment Method - The client does not have a payment method on file and we, therefore, cannot auto charge this invoice. Once this client adds a payment method, the invoice will be re-scheduled for Automatic Charging.

Too Far In Past - The invoice's due date is greater than 180 days in the past. If the invoice's due date changes to be less than 180 days in the past, the invoice will be re-scheduled for Automatic Charging.

Disabled - Automatic Charging has been manually disabled for this invoice. You can re-enable it by clicking on the pencil icon.

Special Notes

  • Invoices with a due date of greater than 180 days old are not eligible for Automatic Charging.
  • The "time of day" specified in your settings is when we will start Automatic Charging on each enabled day but it does not guarantee that every client's charge will run at exactly that time. Due to throughput limitations on our payment providers; the number of charges you are running and the number of other Time To Pet customers configured to run at that time will affect how close to that time each particular charge will be executed. We strive to execute each charge within 30 minutes of that window but it is not guaranteed.
  • We determine which payment sources to run in which order with the following rules:
    1. If you have ACH & Credit Cards types enabled, we first try all available payment methods of your company's preferred type.
    2. We will start with the default payment method.
    3. We will then try any additional methods available starting with the most recently added first.
    4. If all payment methods of that type have been exhausted we will then move to the other type if enabled and repeat steps 2 and 3.

      As an example if you have ACH + Credit Cards enabled but Credit Cards are your preferred type and a client has the following payment methods available. 

      Visa 1234 (Default), Mastercard 4321, Bank 123, Bank 789 (Default)

      We will try these payment sources in the following order (remember we will try at most 3 payment sources so Bank 123 will not be tried): 

      Visa 1234, Mastercard 4321, Bank 789

      If however ACH is your preferred type we will try the payment sources in this order:

      Bank 789, Bank 123, Visa 1234

  • Once an invoice's auto charge date has been manually adjusted, we will not automatically re-calculate the date if the invoice's due date is adjusted.
  • Once an invoice has been successfully charged or has failed permanently (5 separate failed attempts were made) the invoice will never be auto charged again. Instead, an admin will need to run the client's card manually, or the client will need to manually submit the payment via the Portal or App. 
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