Debit success are the billing company that are in charge of processing all of our members payments.

Training 

All things Billing

Types of Billing

We have 4 types of membership billing BUT we only sign members up to weekly billings:

1. Weekly (preferred method) - Debits are every Friday or on the next business day thereafter, where the Friday is a national public holiday.

2. Fortnightly - Debits are every 2nd Friday

3. Monthly (unavailable for new joiners at some locations) - Debits on the 1st business day of every month

4. Paid In Full - we try to avoid these 

Rejections; Reasons and Actions

Any member charges due, but not successfully debited on the billing day, are classed as rejections . When a payment attempt is rejected by the member’s bank or credit card provider on billing day, the Debitsuccess reversal fee of $7.50 is added to the members account . 

There can be multiple reasons why a payment is rejected. In clubwise under the payment tab you will see a list of debits. If have have been rejected there will be a reason listed. Below is the explanation behind the reasons and what action needs to now take place

Account Closed

The Member closed their bank account that we have on file. Contact member to get them to update their details 

Do Not Honour 

The members bank has refused to honour the debit  which could be for various reasons. Contact member to discuss however this may not require an update or change to their details

Expired Card

The card may no longer be valid or in use. We need to contact member and get their new details

Form PD-C Cancelled 

The customer has gone into the bank and completed a Direct Debit Cancellation Request Form to cancel the authority for the debit to occur. We need to:

1.  Find the signed member agreement to send to Debit Success. We will likely receive an email in the upcoming days from Debit Success requesting this

2. Contact member to discuss    

Invalid or Technically Invalid

This is a miscellaneous code which is used by banks when the dishonour does not fit into any of the other categories. Contact member and verify correct details

Lost Card

Members card has been reported as lost . We need to Contact member to get their new details or ideally the BSB and Acc number that links to the same account

No A/C or Incorrect A/C 

Members details are incorrect. Contact member and get the correct details    

Not Sufficient Funds

There was not enough money in the account at the time of the debit. Complete a follow up call after billing cycle to get payment and ask if the account they have provided is the best account for the debits to come out of

Pick Up Card

This normally means that the card has been reported as lost or stolen. The card holder should contact the issuing bank. Contact member to get them to update their details

Refer To Customer

There were insufficient funds in the account for the debit to occur. Follow up Call after billing cycle is completed

Restricted Card

The members bank has refused to honour the debit. This could be an account that does not allot debit. Contact member to discuss 

Stolen Card

Members card has been reported as stolen. Contact the member to get them to update their details.  

F.A.Q's

Arrears Lock out Period

For all billing types the member has 20 days to pay for their arrears before they are locked out

Payout - When we receive the money

Payout occurs every Tuesday for all funds collected during the previous week, regardless of billing cycle or payment type e .g . arrears, online joining, PT, monthly and fortnightly .

Represent - Also known as reattempt

If a member’s debit attempts have been rejected, Debitsuccess may attempt to debit their bank account or credit/debit card again. This is referred to as a represent and the amount attempted will consist of the failed debit amount plus the reversal fee of $7.50.

Freeze/Suspensions

When a member is placed on freeze, unless a freeze fee has been charged, they are not submitted for the next billing of their normal membership fees. Their contract is extended for the length of time equal to the freeze/suspension period . Members on freeze/ suspension do not incur new charges unless the club opts to charge a freeze/suspension fee.

If a freeze fee is applied, the freeze fee plus any outstanding arrears, including reversal fees, will be attempted by Debitsuccess whilst the member is on freeze . If no freeze fee is applied, then the arrears will not be attempted whilst the member is on freeze .