You can place prepaid and recurring plans on hold to accommodate your client's as needed.
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A hold suspends payment on a plan temporarily, crediting the remaining portion of the prepayment to the month in which the hold is removed. Any amount that the credit exceeds in the month when the hold is removed is applied to the following month’s payment. If the credit amount doesn’t cover all that is owed in the month of return, a separate payment is due from the client and is prorated to cover the rest of the month until the next scheduled billing date.
A hold with a scheduled end date is placed on a plan with billing date set for the first of the month, but the hold is removed early by a staff member.
- Aug 1 Client pays full amount of $50 for monthly membership.
- Aug 3 Staff places plan on hold, scheduled to be removed Nov 2. (Aug 1 and 2 were the only days used from the paid invoice of $50 for August.)
- Oct 10 Staff clears hold early.
- Nov 7 Because only two days were paid for in Aug (1, 2), the next bill date is 28 days from Oct 10. For this bill, client pays for Nov 7 through Nov 30, so the adjustment for the reduced billing period of Nov 7–30 is $40. ($50 / 30 days = $1.67 per day. $1.67 x 24 days = $40.)
- Dec 1 Client pays the full amount of $50 again, back on normal monthly billing cycle of $50 every first of the month.
If a hold is put on a plan that is set to allow unused visits to roll over into the next period, the hold extends the rollover period by the length of the hold. That is, a week hold on a monthly plan extends by one week (that is, a week into the following month) the period that the rollover visits are usable.
When you put a plan on hold, you do so for each client individually, and you can set the time frame for the hold in any of the following ways:
- For any number of days, weeks, or months—useful when the length of the client’s absence is known, as with vacations
- Through a specific date (that is, a specific number of days)—useful when the length of the client’s absence is known, as with vacations
- Until cleared by a staff member (that is, an indefinite hold of an undetermined number of days)—useful when an injured client is waiting for a doctor’s okay to start working out again
If a hold fee was set when the plan was created, the client will be charged the hold fee. A hold fee can help cover any administrative costs incurred by placing the plan on hold. Similar to discounting a plan or editing a plan’s signup fee, a staff member can adjust a plan’s hold fee during checkout.
- Go to Clients.
- Find and select the name of the client whose plan you want to put on hold.
- From the client's dashboard, select the Plan you want to put on hold.
- Select Add Hold to the right of Holds.
- Enter a start date, choose an option for Hold length, and then select Next.
Note: The hold's start date can be set up to a month in the past.
- Review the effects of the hold, select Go Back to make changes if needed. If the hold looks correct, click Confirm.
- If a hold fee applies, you are prompted for payment.
If you need to place all of your memberships on hold at once due to a break or temporary closure, our Customer Care team can do this for you. Please email our team at firstname.lastname@example.org with the following information:
- What plans do you want to be placed on hold?
- Specify all recurring & prepaid plans, or provide a list of the specific plans you want to put on hold.
- What date should these plans begin their hold? (This should be the day you want to stop billing. For example, if you want to stop billing April 1st, then the hold should start April 1st.)
- We can back-date the hold's start date up to a month in the past
- When should the hold end?
- Specific date (This should be the day BEFORE you want billing to start again. For example, if you want billing to start again May 1st, then the hold should end April 30th.)
- Number of days, weeks, or months
- Go to Clients.
- Find and select the name of the client for whom you want to remove the hold.
- From the client's dashboard, select the Plan you want to remove the hold.
- Next to Holds, select Remove Hold then OK.
*If a lot of your plans are currently on hold, our support team can remove all holds in mass for today's date or in the future. Please send an email to email@example.com with the following information:
- What plans need to be taken off hold?
- When should the plan hold end?
**Please see attached walk-through guides for step-by-step instructions.