This explanation is applicable for organisations that chose 'Rebill' as the failed payment option.
A Rebill happens only when a customer’s direct debit has failed due to 'Insufficient Funds' or 'Exceeded Daily Withdrawal Limit'. The date the customer’s payment is scheduled to be rebilled depends on the Frequency Rebill Days (between 2 and 7 days) that your organisation has set. As long as the failed payment is not cleared, it is considered a billing issue. Therefore a Rebill, even though it has yet to occur, will have a red status to indicate that it arose out of a billing issue.
If the Rebill also fails, all future billings for the customer will stop until all outstanding payments are recovered. Thereafter, each billing that was supposed to have taken place but was stopped will be classified as 'Overdue'. Overdue payments will also have a red status to indicate that they arose out of a billing issue.
A failed payment fee will be imposed on the failed payment and the failed rebill. Once all outstanding payments are recovered, all billing issues (red statuses) will be removed.
Steve has a failed payment on the 28/02/2014. The rebill takes place on 03/03/2014. The customer bears the failed payment fee, which you can choose to reallocate to be borne by you if the rebill has not been processed yet.
Example of a Rebill
- What is the failed payment process for direct debit billing?
- How do I change the failed payment option for direct debit billing?
- What does the billing issue message mean?
- How do I reallocate a customer paid fee to my organisation?