Payment Plans

Offer customers a payment plan on high priced items / edit existing payment plans

Payment plans are typically used for high priced classes like a retreat, semester, or teacher training.

After creating a class with an optional payment plan, your customers will see an option on the class's checkout page to use the payment plan. They'll also get to preview the schedule they'll be charged.

Notice how:

When creating the class, on the payments page, toggle on this 'Allow customers to use a payment plan). Then click 'Add installment'.

Set a schedule that mimics the one below (where the 'days after purchase' increase with each installment).

You can also edit existing scheduled payment plans from Customers > Payment plans.

To schedule a custom payment plan for a customer, click Customers > Payment plans > Add new Scheduled payment

Next, choose to associate the scheduled payment with a specific class or membership purchase (or not, via none) > select the amount, then the date the charge will hit.

Note: the customer should have a card on file to ensure this charge goes through.

After creating the payment plan, you can always edit the date/amount or cancel it via the dropdown menu to the right.

The total sales report should show all payment plans, manually created or not.

Below, we have an example of two manually created payment plans (created from Customers > Payment Plans). Payment plans are on the left. Their entries into the total sales report are on the right.

You may also find these two reports to be of use in tracking payment plans.

Payment Plan FAQ's

Use the links below to skip to your section of interest.

What are payment plans used for?

Where can I see if a payment plan is available to turn on?

Payment plans don't appear to preview of tax to the customer. Will they charge tax?

Will customers be able to see their upcoming payments and history?

Can customers cancel or edit their own upcoming payments?

As a host, where can I see a customer's history and upcoming payments?

Are there notifications for failed payments? Where can I view failed payments?

Do failed payment plans auto-reschedule?

Can I use payment plans with tiered pricing?

If you have a high priced item, and you choose to enable a payment plan on that item, you're customers will see an option at checkout to break up their payments into smaller chunks at intervals and amounts of your choosing.

When creating an item that has payment plan functionality (like a retreat), you'll see an option to 'Allow customers to use a payment plan'. This toggle can be found under the price.
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Once its toggled on, you'll be prompted to set the scheduled charges.

Above, we've set the initial payment at 250, scheduled the first charge for 15 days after the initial payment, and the second for 30 days after the initial payment.

Payment plans will charge tax.

They initially do not preview the tax they will charge the customer. But customers can preview the tax of their first charge by checking the box to use the payment plan, shown in the second screenshot below.

Yes, if they login into their customer profile, and click the 'My payment plans' tab. This visibility is available on desktop only.

No. This must be done by a host from Customers > Payment Plans > Upcoming > click the upcoming payment's dropdown menu and choose cancel or edit.

You'll be able to see a customer's payment plan history (with tax included) from 3 different places.

Their profile, via Customers > Customer List > search for the customer > click Activity > Payments.

The reports page via Analytics > Reports > Payment Plan Payments.

Or, the Payment Plans page, via Customers > Payment Plans > Past.

Not at this time. However, there is a report called 'Failed payment plan payments', where failed payments will be registered. This can be found under Analytics > Reports.

Payment plan payments that fail do not auto-reschedule like subscriptions do. They must be rescheduled from Customers > Payment Plans > Past > using the dropdown menu to the right.

(ie. if I add Tiers to a Retreat, will my payment plan account for a more expensive tier that someone selects and increase the amounts due per payment?).

Not at this time. A payment plan preview that's shown to a customer will not update automatically as customers choose a tier. The payment plan will only apply to the base price of the item, not its add-on tiers.

From Analytics > Reports > search for Failed membership renewals. This report lists all failed renewals with the amount due and the 'rerun status'. To manually rerun one, click on the customer.

From a customer's profile click Activity > Renewals > locate the failed renewal > click Retry charge.

A pop up will show with the option to edit the card on file and to schedule the renewal for a later date if needed.

To change your Momence system settings that automatically retry a failed renewal, click Settings > General setup > scroll to the bottom and locate Membership renewals. From here you can enable renewal retries and choose whether a customer gets to keep their bookings when their card fails. Customers will be prompted by email to upload a new card and Momence will queue up the auto renewal to retry.

This article covers different situations where customer payments may fail and what to do in those cases.

Payments can fail for a variety of reasons, sometimes the cause is customers providing wrong card details or not having sufficient funds, other may fail for good reason and do so to minimize the possibility of a fraudulent payment. Below are some cases why payments may fail:

When a charge is submitted to the issuer of your customer’s card, they have automated systems and models that determine whether or not to authorize it. These systems analyze various signals, such as your customer’s spending habits, account balance, and card information such as the expiration date, address information and CVC. If your customer’s card issuer declines a payment, you can navigate to your Stripe Dashboard to check the reason why the payment failed. Also, the following Stripe article gives you more information on declines: Payments declined by card issuers.

Stripe, our payment processing partner, has an automated fraud prevention toolset, Radar, which blocks high-risk payments, such as those with mismatched CVC or postal code values - these measures are put in place to protect your business from fraudsters. You can read more about this on the Stripe documentation: Blocked payments.

When a payment fails, the recommended steps are:

Workaround for declined payments due to zip/postal code and or CVC

In case of a declined member card, please first check for any possible errors or discrepancies in the member's account information. Additionally, ensure that the member has contacted their financial institution to investigate the cause of the decline. Additionally contact Stripe support for further assistance. Handling such situations with sensitivity and professionalism is crucial while maintaining the member's privacy and security.

If a customer's payment fails even after their information has been verified, conducting a thorough review of Stripe's "Block rules" settings may be necessary. This will help identify any potential issues or errors that could be causing the payment to fail. Ensuring that all settings are properly configured is essential to facilitate seamless and hassle-free payment processing for all customers.

How to Check for Stripe "Block rules:"

In Stripe, a failed payment means that a customer's payment couldn't be processed successfully. This can happen due to various reasons, such as insufficient funds, an expired card, incorrect card details, or a declined transaction by the customer's bank. When a payment fails in Stripe, the payment status changes to "failed," and the amount is not transferred to the merchant's account. All these failed transactions appear on the Failed payments report in Stripe.

After reviewing the Important Notes section, we understand that a client may have attempted to complete a payment multiple times before successfully completing it.

To ensure that a payment in the Failed payments list in Stripe was eventually captured in Momence, follow these steps:

To confirm the payment for a class that was taken, you can cross-check the date and time of the failed payment attempt recorded in Stripe with the time of the successful payment made in Momence. Usually, the time of the failed payment attempt in Stripe is similar to the time of the successful payment made in Momence.

If you have recently experienced a failed payment attempt from one of your customers while using our services, please follow these steps to determine the reason for the issue and how to rectify it:

1. Log in to your Stripe dashboard and navigate to the payment section where you can find details about the failed transaction.

2. Look for any error messages or notifications that might explain why the payment failed.

3. If necessary, reach out to the customer to inform them about the payment failure and ask them to address the issue on their end. This could involve updating payment information, resolving a technical error, or verifying additional details.

4. Contact Stripe support: For further assistance and clarification, don't hesitate to reach out to Stripe's support team. They can provide more insight into the failed payment and guide you on how to proceed.

By following these steps and working closely with both the customer and Stripe support, you should be able to resolve the failed payment issue effectively and ensure a smooth payment process in the future.

At Momence, we understand the importance of a smooth and uninterrupted experience for our valued studio owners. We strive to provide clarity and assistance wherever possible, especially when it comes to matters concerning payment processing.

Occasionally, it may happen that Stripe momentarily pauses your ability to receive funds into your bank account due to missing information about your business. We want to reassure you that while we integrate with Stripe as our payments processor, the decisions regarding account approval or rejection are solely within the purview of Stripe itself. Momence does not have direct control over these decisions.

If you find that your Stripe account has been rejected or blocked, we recommend taking the following steps:

While we understand that encountering such issues can be frustrating, we want to emphasize that Momence is here to support you throughout this process to the best of our ability. However, please remember that the final authority lies with Stripe regarding the status of your payment processing account.

When a customer's renewal payment fails, Momence

There are several versions of this email that can be sent, depending on your policy for failed renewals -- You can set your policy from Settings > General Setup > scroll to the bottom (Membership Renewals) and choose what happens when a renewal payment fails.

For example, if you're settings look like this,

your customer will receive an email like this.

If you're settings look like this,

your customer will receive an email like this.

This also lives in Settings > General Setup at the very top.

Below on the left, we have the General Setup menu with the host's email listed. On the right, the host's email is shown in the 'reply-to' field where the customer is responding to the email.