Billing Cycle Process Map

Billing Process Flowchart

Process Overview

Quick Vocab Note

Billing Date: The Billing Date is the date that the account balance is due each month.

• The Billing Date can be a global date, or a custom date (set on an individual account's record. You can read more about the Billing Day within our Settings: Billing Setup Page article.
• For those with multiple Autopay enabled, the Billing Date will be the last Autopay date of the month. For more info on multiple Autopay, please refer to our Billing: Managing Autopay article.

10 days before the Billing Date, the system will:

• If the billing account has a balance, the system will send an upcoming statement notification email to the billing account contact. 

IMPORTANT NOTE FOR THOSE WITH MULTIPLE AUTOPAY

If the payer's 1st autopay date of the month is less than 10 days after their last autopay date of the previous month, this email (Upcoming Statement) will be sent the day after the payer's last autopay date rather than 10 days before their 1st autopay date of the next month.

If autopay is not on, it will maintain its previous behavior, sending it 10 days before the billing date.

Additional Notes

• Sending this email at the 10-day mark is how the system sets it by default, however, you can adjust the timing of this as well as other Upcoming Statement notification emails within your Settings > Financial > Billing Setup page.
• The contents of the email can also be edited. You can edit this and other billing emails under Settings > Communication > Email Templates > Billing Emails.

2 days before the billing cycle date, the system will:

• The system will send the upcoming payment notice via email if the billing account has a balance.

  • You can not adjust the timing of this email. It will always be sent 2 days before the Billing Date.
  • You can adjust the contents of this email under Settings > Communication > Email Templates > Billing Emails.

On the billing date, the system will:

• Process Autopay (if autopay is enabled)

  • Please note: For those with multiple Autopay dates, the Billing Date will be the last Autopay date of the month. For more information, please refer to our Billing: Managing Autopay article.

• Payments will be applied automatically according to the order of the Billing Categories, based on balances due.  

If the payment succeeds, the system will send the Payment Received email to the payer.

If the payment fails, the system will send the Payment Failure email to the payer.

Additional Notes

• The contents of both of these emails (Payment Received and Payment Failed) can be edited under Settings > Communication > Email Templates > Billing Emails.
• If you are utilizing Autopay options and have enabled the Retry Failed Autopay Payments feature, the system will re-attempt the charge again when an autopay payment fails. For more information on this feature, please refer to the Retry Failed Autopay Payments article.

Overdue status

If no payment has been received after the grace period has expired (and given that the threshold has been met), the account will be flagged as overdue and the Account Overdue email will be sent. 

• You can learn about the Threshold (the amount an account must surpass to be considered overdue) and the Grace Period (the number of days after a billing date that the account has to complete their payment before being considered overdue) within the Settings: Billing Setup Page article.

Email Customization

You can customize the automated email templates that get sent during the process, located within Settings > Communication > Email Templates > Billing tab.

Under Settings > Financial > Billing Setup, you also have the flexibility to customize the timing of your Upcoming Statement and Account Overdue emails as well as the option to turn on a second or third notice for each email type.

Read more within our Billing Email Templates article.