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.
In This Article
Check out a short video from our Onboarding Team on the Automatic Charging Settings section:
How Automatic Charging Works
- 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.
- On the day the auto-charge is scheduled and at the time specified in your settings the following steps are taken:
- Any open payments and/or credits on a client's account will automatically be applied to the invoice.
- 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.
- If a charge is declined it will be retried up to five times on upcoming auto-charge dates.
Setting Up Automatic 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.
Viewing Upcoming And Past Automatic Charges
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
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
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
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 - 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.
- 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:
- If you have ACH & Credit Cards types enabled, we first try all available payment methods of your company's preferred type.
We will start with the default payment method.
We will then try any additional methods available starting with the most recently added first.
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.
- Clients are not able to enable or disable auto charging.
- When marking clients Active from Inactive, Auto Charging needs to be re-enabled in Invoicing & Payments -> Automation.