Skip to main content (Press Enter)
Helcim Logo
Click here if you return to contents

What to do if a Customer Is Not Billed Automatically

If you have a recurring plan set up in Commerce there might be a time when you come across a customer who was not billed automatically despite being subscribed to an active recurring plan.

If this happens to you, follow these steps to troubleshoot and resolve the issue.

If the Customer’s Last Payment was Declined

One of the reasons a customer might not be automatically billed is if their last scheduled payment was declined. A decline could happen for many reasons including an expired card, incorrect information being entered, unavailable funds, etc.

If a payment is declined, the following process will happen for the customer:

  • Commerce will move the recurring subscription for that customer to a “Due” status
  • If you have the ‘Invoice Due Reminder’ set to On, you will get an email indicating there is a due invoice for one of your customers
  • If you have the ‘Invoice Due Reminder’ set to On, your customer will also receive an email indicating they need to submit payment for an invoice

While the customer is in “Due” status, the recurring plan will not auto-bill.

To get the customer back on auto-billing, follow these steps. Log in to your account, then click on Invoicing and Manage Due Invoices. Select the Invoice for the Customer from the list of Due Invoices. Then click on Process New Payment from the actions menu on the right-hand side of your screen. Select the transaction type and complete the payment. Once the payment has been processed for the due invoice, the recurring plan will be automatically returned to “Up-to-Date” status and automatic billing will resume as normal.

If You Process the Payment Without Using the Due Invoice

If your customer settles their outstanding invoice without going through the “Due Invoice” then the invoice will remain open and the recurring plan will not continue with auto-billing. To resolve this issue you simply need to mark the invoice as “Paid”.

To do this, log in to your account and click on Invoicing and Manage Due Invoices. Select the Invoice for the Customer from the list of Due Invoices. Then click on Process New Payment from the actions menu on the right-hand side of your screen. Select Other Tender Transaction. Now you can enter the details of how the customer paid to close the invoice. Tender Type: Use the drop-down to select how the customer paid for the outstanding balance Amount: This will auto-populate with the amount due Note: You can enter any additional details or comments you would like attached to the invoice using this textbox.

Click on Save to mark the invoice as “Paid”. A confirmation message will appear confirming the invoice has been marked as “Paid”.

Next, you need to update the customer’s subscription on the recurring plan to be “Set as Paid”.

To do this click on, Customers and Customer List from the left menu

Next, click on the customer that you are looking for. Then click ‘View Subscriptions’ Click on the Recurring Plan you need to edit. Then click Set as Paid. Once the customer’s recurring plan is moved to Set as Paid auto-billing will resume as normal.

Related Articles

An Overview of Helcim Recurring Payments
What are Recurring Plans and Subscriptions?
Creating a New Recurring Plan
Adding a Subscriber to a Recurring Plan
Removing or Pausing a Subscriber from a Plan
Editing an Existing Subscriber
Creating Add-Ons for Subscribers
Editing a Recurring Plan
Removing or Pausing a Recurring Plan
Finding Subscribers with Expiring Credit Cards
Reporting Options for Recurring Plans
Importing and Exporting Recurring Plan Data

Was this article helpful?

Feedback submitted - Thank you!