Automation Rule: Payment Rejection Fees Requested

This automation rule immediately notifies a member when their payment is declined and a rejection fee is added to their account. It automates the crucial communication step of informing members about a payment failure and the resulting charge, helping you resolve the issue and collect fees efficiently.

Improve Fee Collection: Automatically informs members about new rejection fees, increasing the likelihood of prompt payment.
Reduce Confusion: Provides members with the specific reason their payment was declined, preventing support calls and frustration.
Keep Families Informed: Automatically notifies parents if a payment fails on an account belonging to their child.
Save Administrative Time: Eliminates the need for your staff to manually track payment failures and send out individual notifications.

Before You Start

Navigate to PGM -> Automation -> Automation Rules.
Press 'Add automation rule' to create a new rule.
In the pop-up window:
- Create a unique name for the Automation Centre Rule (e.g., "Notify Member of Failed Payment Fee").
- Select 'Notification' as the Action.
- Select 'Payment Rejection Fees Requested' from the rule list.
A new configuration window will open. You can add conditions here to control exactly when this notification is sent.
Choose an Action:
- Email: Send an email to the club member. Enter a 'From Email' and 'From Name'.
- SMS: Send a text message (cost per SMS applies).
- Push notification: Send a push notification to members who use the PG App.
Select Notification Recipients:
- This rule is designed to send notifications to the User (the club member) whose payment failed.
- It can also automatically send notifications to Parents if the user is registered as a child in a family account.
In Notification Content, create the message that will be sent. Use the tokens below to include specific details in your message.

Tokens

Use these tokens to personalize your notification with specific details about the payment and the member's account.

[USER_FIRST_NAME]: The member's first name (e.g., "John").
[USER_LAST_NAME]: The member's last name (e.g., "Smith").
[USER_NAME]: The member's full name (e.g., "John Smith").
[USER_NUMBER]: The member's unique ID number.
[USER_NUMBER_QRCODE]: A scannable QR code image of the member's ID number.
[USER_HOME_CLUB_NAME]: The name of the member's primary gym location.
[PROVIDER]: The online payment service used (e.g., "Stripe", "GoCardless").
[PAYMENT_ID]: The unique transaction ID from the payment provider.
[PAYMENT_GATE_PAYMENT_ID]: The internal reference ID for the payment in the system.
[PAYMENT_TITLE]: The description of the payment (e.g., "Monthly Membership Dues").
[TOTAL_AMOUNT]: The total amount due, including the original payment and the rejection fee.
[CLUB_EMAIL]: Your club's main email address.
[CLUB_PHONE]: Your club's main phone number.
[PAYMENT_DATE]: The date the payment was attempted.
[PAYMENT_TIME]: The time the payment was attempted.
[REJECTION_REASON]: The reason provided by the payment processor for the failure (e.g., "Insufficient Funds").
[PAYMENT_RETRIED]: Shows whether the system attempted to process the payment more than once (True/False).
[PAYMENT_PLAN_TYPE]: The type of membership plan the member is on.

Outputs

Here is an example of an email that could be sent to a member using this rule.

Subject: Important: Action Required for Your Payment to [USER_HOME_CLUB_NAME]

Hi [USER_FIRST_NAME],

We're writing to inform you that your recent payment for "[PAYMENT_TITLE]" was unsuccessful.

The payment processor provided the following reason for the decline: [REJECTION_REASON].

As a result of the payment failure, a rejection fee has been applied to your account in accordance with our terms of service. The new total amount due is [TOTAL_AMOUNT].

To resolve this, please visit the club to settle the outstanding balance or update your payment information on file.

If you have any questions or believe this is an error, please contact us immediately at [CLUB_PHONE].

Thank you for your prompt attention to this matter.

Sincerely,
The Team at [USER_HOME_CLUB_NAME]