Manage Billing

When To Use This#

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

Before You Start#

• Sign in to the business app and confirm you are in the correct business account.
• Confirm the staff member is allowed to review family billing before opening household balances, invoices, payments, or saved methods.
• Confirm the staff member is allowed to create invoices, reverse charges, record payments, retry payments, update autopay, issue refunds, or send billing reminders before using those actions.
• Use only the family billing records needed for the current task. Do not expose 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.
• Use only synthetic billing records in training examples because billing records can include sensitive financial and contact details.

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, and billing follow-up.

Start with the summary cards for outstanding balances, credits, open invoices, and pending charges. Treat those cards as triage signals, not as refund, credit, collection, or invoice policy decisions.

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, and reminder state.

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.

Billing Actions#

Use invoice, charge, payment, refund, saved-method, autopay, and reminder actions only when the action is visible, the record state supports it, the staff member is allowed 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, 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.

What Happens Next#

• Successful invoice, charge, payment, refund, reminder, and autopay actions should return staff 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.
• Customer-visible payment outcomes should be checked in the customer portal or family billing context before staff 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 staff ask what should be refunded, canceled, reversed, retried, collected, or waived, pause and use the business's current policy or owner guidance.