If a customer comes to you and asks why they received a late notice or a late fee, you have the information and tools right at your finger tips to help your customer.
First, check the customer’s online account using the staff login and go to MyRegus > Account > Billing and payments > Manage Payment Methods.
Review their ‘Default payment preferences’ to see if the payment card was set up as a ‘continuous’ payment method to automatically take payment each month. If not, then explain to the customer they do not have a default payment method on file and this is why the payment was not processed.
Also important to remember, adding a Default payment method in MyRegus only applies to invoices created from that moment forward. If there are any existing, unpaid invoices on the account, the customer will need to process one-time payments to clear those balances.
If there is a default payment method setup correctly, next, look at the customer’s account in MyRegus > Account > Billing and payments > Invoices and transactions. Here you can see the date the customer’s payment was posted. If it was posted after the due date on the invoice, then you can explain to the customer they received a notice and a late fee because their payment was late.
If there is a default payment method setup correctly and there’s no payment posted, look in MyRegus > Account > Documents > Payment Notifications to show the customer a copy of the email sent telling them their payment failed; explain this is why they received a late notice and fee, and help them pay the outstanding balance.
If there is a default payment method setup correctly, no payment is posted, and no payment notification is saved, then open an IT ticket for investigation.
If you need further support, please contact your local Support Centre via TeamHub > Help > Ops Support Request.