Manage Billing

When To Use This#

Use the Billing page to review family balances, open invoices, failed payments, pending charges, saved methods, autopay, memberships, packages, and billing follow-up actions.

Before You Start#

• Sign in to the business app and confirm you are in the correct business account.
• You need billing access to review family billing before opening household balances, invoices, payments, or saved methods.
• You need the matching access to create invoices, reverse charges, record payments, retry payments, update autopay, issue refunds, or send billing reminders before using those actions.
• Work only with the family billing records needed for the current task. The page shows only the billing records tied to the family you open, not unrelated contact, invoice, payment, saved-method, or failure-detail data.
• Follow the business's current policy before issuing invoices, canceling invoices, reversing charges, collecting payments, retrying payments, refunding payments, enabling autopay, or sending collections follow-up.

Billing Page Overview#

The Billing page is the staff workspace for family balances, open invoices, credits, failed payments, pending charges, saved payment methods, autopay status, memberships, packages, and billing follow-up.

Start with the summary cards for outstanding balances, credits, open invoices, and pending charges. Those cards are triage signals; they do not make refund, credit, collection, or invoice policy decisions for you.

Ledger, Filters, And Search#

Use the ledger to find the family account that needs review. Filter by billing state when the page offers those controls, such as overdue, failed, credits, or pending.

Search by family display name, contact name, contact email or phone, dog name, dog breed, pending charge description, service name, saved-method label, card brand, or card last four digits when the family is not visible.

Open the family billing drawer from the ledger row when you need invoice, charge, payment, saved-method, autopay, or reminder context.

Family Billing Drawer#

Use the drawer to review the family name, primary contact, balance, credits, open invoices, pending charges, failed payments, recent payments, saved methods, autopay status, card-before-booking setting, and reminder state.

If you have access to edit the family, open Change billing settings in the drawer to adjust the family's billing mode, autopay policy, mode notes, and the Card before booking override. The card-before-booking override lets you let a specific family book without a saved card on file — for example when they pay by cash, check, trade, or another arrangement — instead of following the business default. Choose Follow business default to keep the business-wide setting, or pick an option such as No bill, Cash/check, Trade, Monthly/check, or Special arrangement for that family. When an override is set, the drawer notes that this family may book without a saved card while messages and alerts still work normally.

Open the family record or message workflow when the billing question needs household context or customer follow-up. Keep the review limited to the family account and billing records needed for the current task.

Memberships And Packages#

Use the family billing drawer to assign a family to a monthly program, membership, package, or grandfathered plan.

1. Open Billing.
2. Search for the family or dog.
3. Open the family billing drawer.
4. Find Memberships and packages.
5. Choose Assign a membership or package.
6. Select the plan, choose the start date, add an end date only when the plan should stop automatically, then save.

If the plan is not available in the dropdown, create or activate the monthly membership or package from Services first. Services controls the menu of available memberships and packages; Billing assigns one of those plans to a family.

Memberships and packages are family billing records. If the question is which classes or services a specific dog may attend, use the dog record's Allowed services section instead.

Staff with the right access can pause, cancel, renew, or reactivate an existing membership from the same Billing drawer. Paused or canceled memberships remain in the history so the account still has an audit trail.

Billing Actions#

Use invoice, charge, payment, refund, saved-method, autopay, membership, package, and reminder actions only when the action is visible, the record state supports it, you have the access to use it, and the business's current billing policy allows it.

The Billing page may show actions for creating or canceling invoices, reversing charges, recording payments, retrying failed payments, refunding recent payments, updating autopay, assigning memberships or packages, sending reminders, messaging a family, or opening the family record.

This article does not decide whether an invoice should be issued or canceled, whether a charge should be reversed, whether a payment should be retried, whether a refund should be issued, or whether a balance should be collected or waived.

Review Fees, Deposits, and Credits#

When a business charges per-service deposits or cancellation and no-show fees, the Billing page includes a review step so you can confirm those amounts before a family is billed:

• A review queue lists pending fee and deposit charges for approval.
• A deferred deposits section tracks deposits that are being held.
• A charge view shows the detail behind a single charge.
• Staff with the right access can issue a credit against a charge.

Amounts, whether a deposit is refundable, and how a deposit is applied, refunded, or forfeited are set by each business's own policy — review and approve the charge, and confirm the business's policy before stating a fee or refund outcome to a customer.

What Happens Next#

• Successful invoice, charge, payment, refund, reminder, and autopay actions return you to the Billing page, usually with the same family drawer open.
• Success notices identify the saved action, such as invoice issued, invoice canceled, charge reversed, payment recorded, payment refunded, reminder sent, or autopay updated.
• The Billing page shows product state only. It does not decide refund eligibility, collection timing, fee treatment, cancellation terms, retry limits, payment-method ownership, or pricing policy.
• Check customer-visible payment outcomes in the customer portal or family billing context before you announce a billing change.

When Billing Controls Are Missing#

• If no rows match the search, clear the search and filters, then search by another family, contact, dog, service, charge, or payment-method detail.
• If a drawer does not open, refresh the Billing page and reopen the family row.
• If a billing action is missing, first confirm the selected family, invoice, charge, payment, or saved method is in a state where that action applies.
• If the action should be available but is still missing, ask an owner or admin to review billing and messaging access on the Access page. See Manage Access and Invites.
• If there are no saved payment methods, the Billing page can show existing methods and autopay controls but does not add a new payment method from this workspace.
• If a reminder link is missing, use the Messages page for follow-up when messaging access is available.
• If a billing action fails, read the visible error, confirm the record status has not changed, and escalate before retrying policy-sensitive actions.
• If you are unsure what should be refunded, canceled, reversed, retried, collected, or waived, pause and use the business's current policy or owner guidance.