Preliminary Remarks
A core function of Frisbii Media is the automatic initiation of (recurring) payments. Such payments can fail for a variety of reasons. In these cases, Frisbii Media can automatically repeat a failed payment on request. To do this, you can define how the system should react in the event of a failed or revoked payment in the "Settings", "Financial", "Payment Methods" menu item in the "Process Control" tab. Depending on the trigger, additional available system mails are sent to the customer.
Settings
Process control is divided into three different areas:
Advancing attempts for subscriptions with an accounting period of (1)
What should happen afterwards? (2)
Payments revoked by the customer (3)
Section 1:
The accounting periods are defined in the creation of product contracts and can be found here. The payment attempts can therefore be individualized accordingly. Click on "+" to add a new payment attempt; click on "-" to remove it.
For a better understanding, we explain the above-mentioned Example:
The accounting period is more than 1 month
the first payment attempt is made on the due date (first / next posting date) e.g. on 14.06.
If this fails, the next payment attempt will be 2 days later, i.e. on 16.06.
If this also fails, 3 days later on 19.06. a new payment attempt is started
for the last time for this accounting period 4 days later on 23.06. an attempt at payment has been made
If several additional accounting periods are set in section 2, the same interval for the payment attempts is repeated accordingly. This means that if a product is billed monthly, the above-mentioned interval is repeated in the next month; if a product is billed annually, then the above-mentioned interval is repeated the next year, etc.
Notes on sending e-mails:
The e-mail template "Notification of a failed payment attempt" is sent for each failed payment attempt.
If all payment attempts fail, the e-mail template "Notification of a failed recurring payment" will be sent. In this email, the customer is informed of the settings made in section 2, e.g. access to the product has been blocked. To unblock the account, the payment method must be changed.
Section 2:
What should happen if all payment attempts from section 1 have failed?
What happens to the invoice?
Either "nothing" happens or the customer is "switched to invoice payment" and immediately receives an invoice for bank transfer. In this case, the payment method for this product is automatically changed to "Invoice".
What happens to the subscription?
Either "nothing" happens or the customer's subscription is "canceled" immediately. You can also specify after how many accounting periods the subscription should be canceled. An accounting period corresponds to the settings in the product contract. For example, in the case of a monthly subscription, the defined payment attempts are triggered again in the following month; in the case of an annual subscription, only in the following year. It should be noted that "after 0 failed accounting periods" is equivalent to "What happens to the subscription? = nothing"; "after 1 failed accounting period" is equivalent to "the interval of payment attempts" is run through once, etc.
Should it be blocked?
If "No" is selected, the customer still has unrestricted access.
If "Yes, block product access" is selected, the customer can no longer use this product. However, if there are other products that are not affected by the payment default (e.g. because a different payment method is used), these will not be affected by the blocking.
If "Yes, block customer access" is selected, the customer can no longer log in to Self Service if Frisbii Media is the SSO. Access to all of the customer's products is blocked.
If access is blocked: When will product access be granted again?
If one of the two blocking variants was selected in the previous step, you can now specify here when the customer should be given access again.
The customer can be "manually" unblocked by an employee in the Merchant Backend.
"After changing the payment method", product access is granted again. This can be done by the customer themselves via Self Service or by an employee in the Merchant Backend. The e-mail template "Change means of payment" is sent.
If "switched to invoice payment" in the first step, product access is enabled "after receipt of payment". Please note that Frisbii Media cannot directly record incoming payments by bank transfer. This must be done either manually or via the API.
Notes on blocking:
If "Blocking customer access" takes place in the 3rd step, if Frisbii Media is the SSO, the user is denied the opportunity to change their means of payment via the Self Service. This means that in the 4th step, the payment method can only be changed by an employee in the Merchant Backend.
Section 3:
Payments revoked by the customer.
This area can be viewed independently of all previous settings. For payments revoked by customers, the e-mail template for "Notification of a failed payment due to payment revocation" is sent.
What happens to the invoice?
Either "nothing" happens or the invoice is "canceled". When you “switch to invoice payment,” no new invoice is sent to the customer, as the system assumes that the invoice is already on file in accounting and that a collection process is initiated outside of Frisbii.
What happens to the subscription?
Either "nothing" happens or the customer's subscription is "canceled" immediately.
Should it be blocked?
If "No" is selected, the customer still has unrestricted access.
If "Yes, block product access" is selected, the customer can no longer use this product. However, if there are other products that are not affected by the payment default (e.g. because a different payment method is used), these will not be affected by the blocking.
If "Yes, block customer access" is selected, the customer can no longer log in to Self Service if Frisbii Media is the SSO. Access to all of the customer's products is blocked.
If access is blocked: When will product access be granted again?
If one of the two blocking variants was selected in the previous step, you can now specify here when the customer should be given access again.
The customer can be "manually" unblocked by an employee in the Merchant Backend.
"After changing the payment method", product access is granted again. This can be done by the customer themselves via the Self Service or by an employee in the Merchant Backend. The e-mail template "Change payment method" is sent.
If "switched to invoice payment" in the first step, product access is enabled "after receipt of payment". Please note that Frisbii Media cannot directly record incoming payments by bank transfer. This must be done either manually or via the API.
Failed payment for multiple products:
If the customer has linked two or more products to the same payment method that led to the payment default, these products will also be included in the failed payment process, depending on the accounting period. To prevent this, the payment method should be changed in good time beforehand. The same applies if the customer has products from different clients under one contracting company or cross-client products. Depending on the accounting period, all products will successively enter the failed payment process unless the payment method is changed.