Reconciling an unpaid visit

If a client has an unpaid visit on their account, you can reconcile (i.e., pay for) the unpaid visit from the store, the schedule, the attendance list, or the client’s profile using an accepted payment method or a Purchase Option that is applicable to the service.

For information about reconciling payment for a deposit, see Reconciling payment for an Appointment or Event for which the deposit has been paid.

To reconcile a visit from the Elevate Staff App, see Elevate Staff App: Reconciling unpaid visits.

NoteIf you are reconciling an unpaid visit with a time-sensitive Purchase Option (e.g., a 3-month membership), the activation date of the Purchase Option automatically changes to the date of that unpaid visit. This change occurs if the Purchase Option was purchased and activated at a later date than the unpaid visit (e.g., you reconcile an unpaid visit that occurred two months ago using a Purchase Option activated a week ago). This means that the Purchase Option may expire before the present date if your client buys a short-term Purchase Option to pay for an old unpaid visit (e.g., client buys a Purchase Option that expires in a week to pay for an unpaid visit two months ago).

NoteWhen clients with multiple active Purchase Options book an unpaid service, the client’s Purchase Option with the earliest expiry date will be used to pay for the service booking by default.

NoteIf all the remaining visits on an auto-renewing session pass are used to reconcile unpaid visits, the session pass will auto-renew.

NoteIf a client makes multiple single session purchases at once, they will not be able to apply those purchases to other visits. The single session purchases will appear on the client’s Passes & Memberships page but will not be applicable to other services.

If a client has made multiple single session purchases for a single service, you can resolve this issue by refunding the purchase. Then, the client can buy applicable Purchase Options to reconcile any unpaid visits. For more information, see FAQ: Why can’t I apply single session purchases to unpaid visits?

In this article:

    To reconcile an unpaid visit from the store:

    1. Buy a Purchase Option from the online store.
    2. After completing the purchase, click Reconcile Unpaid Visits. A list of unpaid visits is displayed.
    3. In the list, select the checkbox next to each visit you want to reconcile.
    4. At the bottom of the page, click Reconcile Unpaid Visits.

    To reconcile an unpaid Appointment from the schedule:

    1. Click the App Drawer button .
    2. In the App Drawer, click Schedule.
    3. On the schedule, click the desired Appointment to open the Appointment flyout menu.
    4. Next to Paid with:, click the Edit button to choose an owned Purchase Option or buy a new Purchase Option to pay for the Appointment.
      • To choose an owned Purchase Option, click the Choose a purchase option: list and select the desired Purchase Option.
      • To sell a new Purchase Option, click the Go to online store to Sell New Item button and purchase the desired Purchase Option as usual. For more information, see Making a sale.

    To reconcile an unpaid Class or Event from the attendance list:

    1. Click the App Drawer button .
    2. In the App Drawer, click Schedule.
    3. Click the Class or Event you want to reconcile.
    4. Click Attendance list.
    5. Look for the client who has not paid and click the Pay Now button .
    6. Complete the payment in the store.

    To reconcile an unpaid visit from a client’s profile:

    1. On the Top Nav Bar, click the Search button  and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list that is displayed, click the appropriate client.
    3. On the side menu, click Attendance.
    4. Click Upcoming Schedule or Attendance History depending on whether the service has already occurred.
    5. Search for the unpaid visit, and, in the Paid With column, click the Edit button .
    6.  Select a payment option from the list:
      • To pay with a Purchase Option, select an existing applicable pass or membership and click the Save button .
      • To pay with the drop-in rate for the current session, or to purchase a Purchase Option, select Pay Now. Complete the payment in the store.
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