Monitoring RCP Reports and Failed Payments

Problem

Recurring Card Payments (RCP) never pause after a failure, so you need to check the RCP reports regularly, follow up failed payments and decide what to do with members who keep missing payments.

Resolution

1. Open the RCP payments reports

   • In the GMC, open the RCP payments section. Filter by date and export to Excel or CSV. Reports can be emailed automatically and are also in Gladstone Reporting.

   Report	Shows
   All payments	Every RCP attempt, successful and failed, for a date range
   Failed payments	Failed attempts with the rejection reason
   Batch submissions	Each batch submitted
   Subscriptions available to roll	What is queued to be charged
   Subscriptions unable to roll (RCP payment cut roll)	What was excluded, usually because there's no card or the card is expiring or expired
   Members without an RCP card set / members with an expiring card	Customers to chase before their next payment

   • Each report shows submission date and ID, member ID, sales invoice, amount, status and rejection reason.

2. Monitor on a schedule

   • Monitor about twice a week (collections happen any day), using Subscriptions unable to roll and Members without an RCP card set.
   • Check failed payments daily.

3. Know what is automated on failure

   • The failed transaction is recorded and the amount converted to a cash debt.
   • The member's status can change (for example to an RCP query or "in debt" status), which can block the account (booking, and entry if the entry profile denies it) until the debt is cleared, in the same way as the DD query status.
   • The failed-payment email is sent with a link to pay online. Once paid, the subscription is back in date and they can book again.
   • Go shows a red banner while the account has a debt.

4. Decide how to handle persistent non-payers

   • Decide what to do from, for example, the second consecutive missed payment:
     • remove or delete the subscription or membership; or
     • change the subscription payment method from RCP to Cash. This stops further collection attempts (cash doesn't auto-roll; automatic renewal is removed) and keeps the subscription on the record, so staff can see a previous disabled RCP if the person re-subscribes.

5. Restore the member once the debt is cleared

   • Restore the status and entitlement after the debt is cleared. Escalate only unresolved exceptions.

Notes

• RCP keeps trying every period regardless of earlier failures; it never pauses itself.
• A failed status doesn't revert automatically when the customer pays online. See Configuring the RCP Service in the GMC for the failed-payment and status settings.
• Gladstone Reporting (Sisense) can combine views (for example failed-to-pay plus due-to-pay-again) that would need several GMC reports. See How to Navigate and Operate Gladstone Reporting.
• The most common cause of failure is a customer who hasn't selected a card for RCP. See Selling RCP and Registering the Customer's Card in Go.

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