An invoice for renewal billing was wrong.  How do I fix it?

1. Void the invoice.
2. Create a one-off invoice.
3. Link the invoice to the membership so the system recognizes it as a renewal. 

 

I see the word "multiple" on some of my membership frequencies. What does that mean?

Why can't I recalculate prices whenever I want to? 

You can set the system up for recalculation, but the price will not change or be visible until term renewal billing is generated.

Recalculation is only configured at the time of renewal. For example, if you purchased a subscription to a television streaming service, you would not want prices to change in the middle of the term but would expect that prices may change at the time of renewal.

 

An Autopay card was declined. Now what?

1. Contact the customer.
2. Add a new card via the back office if one is supplied. 

        OR

      Guide them through adding a credit card or ACH via the Info Hub.  

 

How do I fix an invoice?

1. Click into the invoice number.
2. Void.
3. Create a new invoice. If this was done for renewal billing, see Renewal Billing Question #1.
4. Add internal notes as per your internal operating procedures. If this was done for a closed period, see steps below for Closed Accounting Periods.

 

Can I reopen Closed Accounting Periods and perform a refund?

Yes.

1. Reopen the period.
2. Create the refund.
3. Close the period. 
4. Provide adjusted reporting in your accounting system. Since GrowthZone's Refund report shows both current and past refunds, it is recommended to keep track of old refunds on a separate spreadsheet or other filing system for your accounting purposes.

 

A customer bounced a check. Now what?

1. Void the payment. Voiding it reverses payment in A/R and puts accounts back to the state of open invoice.
2. Add a note that it was a bounced check.  
3. Follow your internal operating procedures to contact customer.
4. Make an adjustment record in your accounting system per your internal practices.

 

How would we unapply a credit that was applied to an invoice by mistake?

Fill in a ticket for Support. They will have to remove the credit. If using QuickBooks Online Integration, you would have to remove the credit manually in QuickBooks.

 

Can some fee items be set to cash and other items to accrual?

Yes, it is up to your accounting practices if some items are on a cash basis and others on accrual.  Cash basis fee items cannot be shown on any Aging reports, so for reporting purposes, choose the Payment Processing Report with the Transactional Data filter set to 'Paid' to see cash items. 

 

Is there a write-off tool to use for bulk write-offs?

Please see Mass Writeoff Invoices. 

 

My renewal billing is not showing the price increase for this year. Why can't I see it on the Upcoming Billing tab?

Please see Understand What You May See in Billing.

• Recalculated Billing is done while the billing is being run. It is shown by the blue circle arrow. If you want to review pricing prior to generating invoices, use the 'Review Renewal Billing' option in the drop-down.  

• Effective Date Pricing is also computed while the billing is generated. Effective Date Pricing is shown by the black double-arrow. See Effective Date Pricing.

 

Our Board changed member fees for next year. Now what?

You will need to establish either recalculated billing or effective date pricing. See Manage Membership Recalculated Pricing.

 

When I try and reconcile at month's end I don't balance. What should I do? 

Reconciling through GrowthZone refers to matching deposits (or eCommerce transactions) between your banking statement (or ACH report for REALTORS®) and GrowthZone reports.  Errors are generally found if deposits are not being recorded in GrowthZone or if a Fee Item has been closed, adjusted or is using the wrong income or deposit account.  Check the individual fee items and the income and deposit accounts attached to each.  Do they match the expected accounts?  If fee items need to be edited, see Fee Items FAQ & Use Cases for more information.

 

If you are seeking to balance ledger accounts, this is a process completed in your accounting software.  GrowthZone holds the details of the transactions, but your accounting software is the system of record.  Accounting related questions and how to balance ledger accounts should be directed to the accounting management software you are using.  The following tools may be helpful:  the Accounting Summary tab of the Billing module filtered to a specific date will provide summary totals as well as the ability to see the individual transaction details within a particular account; the Export Accounting Transactions file will also provide summary information for journal entries into your accounting software; unapplied credits or overpayments may be found using the Transactions By Contact report with the filters shown below.

 

We approved a membership application, but the credit card got declined. What should we do?

If you would still like to assign the membership:

1. Choose Delete and Keep Contact Info from the submitted application actions.  
2. Assign the membership manually.
3. Email the invoice to the new member.

If you do not want to assign the membership, you can reach out to the contact before taking any further steps.

 

Related Articles

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Fee Items FAQ & Use Cases 

Recalculated Pricing Requirements

Mass Writeoff Invoices

Understand What You May See In Billing

Manage Membership Recalculated Pricing

Manage Recurring Contributions