Managing Auto Pay and Pending Payments

Nicolas Audet
Nicolas Audet
  • Updated

Overview

Auto pay processes payments automatically for accounts with a balance due. However, if there is a pending payment, the system adjusts the amount charged to avoid duplicate transactions. This article explains how pending payments impact auto pay, overdue invoices, and payment reminders, along with steps to validate pending payments in the Admin settings.

Impact of Pending Payments

If a pending payment is already on the account, and auto pay is eligible to run again, only the difference between the remaining balance due and the pending payment amount will be charged. For example, if the balance due is $100 and there is a $50 pending payment, auto-pay will only charge $50.

If the pending payment grace period has passed, the full balance amount will be charged.

Grace period: It is possible to add a grace period to an account to delay delinquency. When applied, this will either resolve the delinquency status of the account or push out the date when they would be considered delinquent.

Payment Due Reminders

  • Pending payments delay payment due reminders.
  • The reminder will only be sent after the pending payment grace period has passed.
  • If still eligible, the reminder will be sent once the grace period has ended.

Overdue Invoices

  • Late fees and overdue invoice communications are not sent if a pending payment exists on the account.
  • Once the grace period has passed, assuming the invoice is still overdue, the late fee and related communication will be sent.

Additional Auto Pay Eligibility Criteria

  • Auto pay is skipped if there are pending payments and the grace period has not passed.
  • If a pending payment exists and its grace period has passed, auto pay will proceed.
  • Currently, the pending payment delay follows the delinquency grace period setting.

Understanding Pending Payment Delays

Payment delays is exclusive to bank account payments. When a payment is made via a bank account, it enters a Pending status until validation is received from the payment processor. This validation period can impact auto pay processing and related reminders.

Validating Pending Payments

To verify pending payments, follow these steps in the Admin settings

  1. Go to Admin settings.
  2. Navigate to Admin Settings > Billing > Transactions.
  3. Apply the following filters:
    • Created at: Select you criteria. We recommend allowing 7 days for your payment processor to handle transactions.
    • Type: Payment
    • Payment Status: Pending

Billing_Transactions_pending.png

It is also possible to get a report to export the information:

  1. Go to Admin settings.
  2. Navigate to Admin Settings > Reports > Billing > Payment Details Report.
  3. Apply the following filters:
    • Transaction Type: PAYMENT
    • Payment Type: BANK_ACCOUNT
    • Transaction Status: PENDING
  4. Sort the results by Transaction Created At.

Payment_Details_Report.png

Some payments may appear to be stuck in the Pending state. This can happen due to payment processor reliability issues. The payment may be stuck on the processor side or gaiia may not have received an update to reflect the correct status in the customer’s gaiia account. If you identify such payments, please validate their real status directly with the payment processor.

If you confirm that payments need to be updated in gaiia, contact support@gaiia.com with clear details about which payments must be updated and their correct status.

Was this article helpful?

Have more questions? Submit a request