Membership payment analysis, alerts, and diagnosis

Permission scope: MOSTLY EVERYONE

One support ticket in five that GymOS received over 18 months of analysis was about membership payments.

A payment can fail for reasons that never reach a screen: a mandate that was never completed, a card that expired, a membership collecting nothing because a trial price was never put back, a member whose fees are paid by somebody else entirely. Alphie works down the whole chain for one named person and comes back with what happened, why, and what to do about it.

Example questions and prompts

• Why hasn’t Sarah’s payment gone through?
• His Direct Debit keeps failing and I don’t know why.
• She says she cancelled months ago, but we’re still charging her.
• Why has this member been charged twice?
• What’s she actually paying us, and when?
• When is his next payment due?
• Why was the first payment less than the full amount?
• Who owes us money?
• How much are we owed in total?
• Which members have failed payments outstanding?
• Are my payment settings right?
• Why is this member being charged on a different day to everyone else?