Billing Questions & Answers
Quick answers to common billing questions
How do I process a cash or manual payment?
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Billing → Overdue → Search Member → $CHARGE MANUALLY → Choose payment method → Pay Now
How do I give a refund?
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Billing → Complete → Find payment → Invoice → Refund Payment → Enter information → Confirm → Process Refund
Funds are returned to the member's card in 3–5 business days.
How do I check why a payment failed?
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Billing → All Payments → Search transaction → Invoice → see Notes for error → Correct error.
What happens if a payment fails?
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The system automatically retries failed charges based on automatic retry schedule. No manual action is required unless the retries are exhausted.
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Failed payments retry on day 3, 7, and 10 after initial invoice failure.
What is the difference between a administrative fee and sales tax?
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Administrative fee: Charge to cover credit card fees — you keep this.
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Sales tax: Government tax — you remit this to the state.
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Both are automatically calculated and added to the member's payment according to configured settings.
How do you create discounts? How do they work?
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Go to Billing tab -> Discounts -> Add Discount ->
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Enter: title, discount amount, discount code, use limit and expiration date (if applicable)
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Save
How do I pull a billing report?
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Billing → All Payments → Export CSV.
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You can then filter the report by date and types of transactions - overdue, complete, upcoming, or refunds.
What card information can be seen in Fitness GM?
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Card type - Visa, Mastercard, Discover, etc.
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The last four digits of the card number
Does a receipt send after an automatic payment is charged?
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You can choose whether a receipt will be sent or not for both successful and failed transactions.
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Go to Settings → Notifications. Toggle Payment Receipts on or off.
Can you see a member's transaction history in their profile?
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Yes, in the Membership Details section in the profile.