Overview
This document addresses common questions related to billing transactions within gaiia. It explains why certain options may be unavailable, how credits are applied, and scenarios related to autopay. Additionally, it covers how to adjust shared subscription allocations and the process for manually creating invoices for new debits.
Understanding these concepts will help you manage billing more effectively and resolve issues that may arise during the billing process.
Why is the Options Menu Unavailable for Payments in the "Transactions" List of an Account?
When this occurs, check to see if the payment has been applied on an invoice(s) yet. Once it has, gaiia prevents you from refunding the payment, which is why the options menu is disabled. To allow for the payment to be refunded, it first needs to be removed from the invoice.
Remove Discounts/Payments Using the - button shown in the image below
Removing applied items on an invoice will re-open the invoice. Please pay close attention to this and ensure you take the necessary steps to remediate it.
Pro Tip: This equally applies to any debits/discounts that were already applied to an invoice(s) as well. You will need to first void the corresponding invoice(s) for debits or remove the corresponding discount.
An Account has Multiple Invoices that are Currently Open. What Order will gaiia Apply New Credits (discounts/payments)?
Any new credits added to an account will always be applied to the oldest invoice first.
If there are remaining credits, they will continue to be applied to open invoices, applying to the next oldest invoice until fully used.
If all invoices are completely covered by the credit, any remaining funds will be added to the Available Funds of an account.
When are Available Funds Applied to an Invoice?
An important rule to keep in mind is that if a client has available funds in their account, they will be applied first before any other credits (discounts/payments). This understanding will help with reviewing the scenarios outlined below. In all instances, assume that as an invoice is opened, the available funds are the first thing that are applied, even if auto payment is enabled on the account.
Available funds can be applied to an invoice in a few different scenarios:
- Automatically when a manual invoice is generated. Any available funds are applied first and may result in the invoice being marked as Paid without any additional credits required.
- Automatically to any recurring invoice that is generated as part of the regular billing cycle of an account. Any available funds are applied first before recurring discounts and payments are applied.
- Manually by a user from the ellipsis menu of an invoice. This can occur when available funds become available after an invoice was opened.
Applying Available Funds Manually
Why Didn't Autopay Completely Cover an Account's Outstanding Balance?
This is likely due to the Set auto-pay to charge entire balance due billing setting being disabled. This setting determines whether payment is taken for the amount on the current invoice or the entire outstanding balance due of an account.
Pro Tip: We recognize you may have certain business practices preventing you from doing so, but if you are able, we strongly recommend you enable the aforementioned setting. This will ensure auto payment covers any outstanding balances on accounts, helping reduce the number of overdue invoices or accounts entering delinquency.
Why Didn't Autopay Cover the Current Invoice?
There are a couple of reasons this may have occurred (outside of payment failures).
The first reason is that it simply was not required. As mentioned in a previous FAQ, any available balances and recurring discounts are applied to an invoice first before taking payment. If the invoice can be fully covered by these credits, gaiia will not take the payment as it is unnecessary.
Another reason could be a combination of more than one outstanding invoice and the configuration of certain billing settings. If the Set auto-pay to charge entire balance due billing setting is disabled, auto payment is only taken for the exact amount of the current invoice. If there is more than one invoice open, that payment will apply to the oldest one first. If the amount cannot cover both, the current invoice may not be covered at all.
Pro Tip: We recognize you may have certain business practices preventing you from doing so, but if you are able, we strongly recommend you enable the aforementioned setting. This will ensure auto payment covers any outstanding balances on accounts, helping reduce the number of overdue invoices or accounts entering delinquency.
How do I Adjust the Shared Subscription Allocation or Remove it?
Currently, the method to do this is as follows:
- Un-assign the subscription from the subscription owner (make sure not to prorate!).
- Re-assign the subscription back to the subscription owner with the proper allocation.
If I Add New Debits to an Account Do I Always Need to Manually Create an Invoice?
No, it is at your discretion. If the customer wishes to receive an invoice (or you need to provide one) for these debits, you can manually generate the invoice just for the un-invoiced debits without affecting the recurring invoice cycle. If you choose not to generate one, the un-invoiced debits will automatically be added to the recurring invoice in the next billing cycle.
Un-invoiced Debits on an Account
Generating an Invoice Outside of the Regular Billing Cycle
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