UPDATED: 25th Nov 2025 - LC
What: Manually processing a lump sum payment to clear a customer's remaining balance on an existing payment plan.
Why: To close out the payment plan, prevent future automated installments, and mark the order as "Paid in Full".
Who: VA
When: When requested by customer.
Where: Keap (formerly Infusionsoft / Max Classic)
1: Locate the Order
Log in to Keap/Infusionsoft.
Use the Quick Search bar at the top right to find the contact (Search by name or email address)
Click on the client's name to open their Contact Record.
Scroll down to the tabs section and click on the Orders tab.
2: Check the Balance
Locate the active subscription or product order under ‘Recent Orders’.
Click on the Order Name (blue link) to open the specific order details.
Look at the Balance Due column to confirm the total amount remaining.
Note: Ensure this matches the "Full Amount" the client is expecting to pay.
3: Process the Payment
There are two ways to handle this:
Option A: One-Time Manual Payment
Scroll down to the Payments section within the order.
Click the Add Payment button.
Payment Type: Select "Credit Card" (to use the card on file) or the specific method requested.
Amount: Manually type in the total remaining balance (e.g., if she owes $1,500, type 1500.00).
Date: Leave as today's date.
Apply to: Ensure it is applying to the correct Invoice/Order ID.
Notes: Add a note such as "Client requested early payoff of remaining balance via email."
Click Process Payment.
Option B: Adjusting the Payment Plan (Alternative)
Use this if you want the system to auto-trigger the charge immediately if they want to pay it off on a sepcific date instead.
Inside the order, scroll to the Payment Plan section.
Click Edit.
Change the Start Date of the next unpaid installment to today's date.
Change the Amount of that installment to the Total Balance Due.
Remove/Delete any subsequent future installments so only today's large payment remains.
Click Save. The system should attempt to run this payment (or you may need to click "Charge Now" depending on your trigger settings).
4: Verification & Receipt
Once paid, ensure the Order Status has changed to Paid (Balance: $0.00).
Make sure that the receipt is sent to the customer's email.
Make sure the customer has all the appropriate tags (e.g., ISCA Fully Paid) and is not in any decline sequence
Inform the customer that the payment has been processed, and they can now request full access to the training modules