The Failed Payments report is used to identify customers' auto renewal payments for packages and memberships that were not successfully processed and the reason why. You can refer to this list to contact customers directly to let them know that their payment was not successful. Customers will also receive a notification email that contains a link to update their card information to reactivate their package or membership before its next use.
Prerequisites: This feature is available for all Vagaro businesses. At least one customer must have already purchased a membership or package.
To run the Failed Payments report:
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Go to + → → .
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At the top of the screen, select Date Range to change the report's date range. The report is automatically updated each time you select a different date range.
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Select the Filter
button to set your report's filters, then select Run Report.
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Customer: Search for and select one or more customers, or Select All.
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Type: Select whether to generate a report for failed payments for Packages and/or Memberships.
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Sort By: Select the criteria to sort the report by.
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Optionally, select the Action
menu to perform the following additional tasks:
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Print: Print your report if your device is connected to a printer.
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Export PDF or Export Excel: Save the report to a PDF or Excel file.
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To run the Failed Payments report:
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Open the report screen.
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Web Version: At the top of the screen, select Reports, then in the side menu under the Customers heading, select Failed Payments.
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Tablet or Pay Desk: At the bottom of the screen, select Reports, then under the Customers heading, select Failed Payments.
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At the top of the screen, set the filters for your report, then select Run Report.
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Date Range: Select the start and end dates of the report, then select Submit.
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Customer: Search for and select one or more customers, or Select All.
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Type: Select whether to generate a report for failed payments for Packages and/or Memberships.
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At the bottom of the screen, you can select:
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Print: Get a hard copy of the report.
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Export: Save the report to an Excel or PDF file (web version only).
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The generated report shows the following information:
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Failed Payment Date: Date when the package or membership failed to auto renew.
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Customer: The name of the customer who purchased the package or membership.
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Membership/Package Name: The name of the package or membership that was being renewed.
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Credit Card No.: The last four digits of the customer's card on file that was charged to renew the package or membership.
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Amount: How much was being charged to the customer's credit card to renew the package or membership.
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Type: Whether the renewal was for a Package or a Membership.
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Status: Whether the renewal Failed again on the next attempt to charge the customer's credit card, or was finally Paid.
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Reason: Why the renewal payment was unable to be processed successfully.
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