Autobilling Troubleshooting

Overview and Precautions:

The ICS System includes a service called Autobilling that can be customized to automatically attempt billing customers who are part of a club service and have a card on file for this recurring billing.
When autobilling does not run, your business will be impacted as club members who are unable to be billed will not advance their expiration date and thus will not be able to redeem their club washes when they are on site.

Due to this possibility, we have gathered a list of tasks you can do to detect and mitigate the impact of potential occurrences.

Detection:

If you suspect Autobilling has not run or a particular customer was not billed, you can check the following sections to validate this claim:

1. If we suspect Autobilling has not run at all, view the Autobill Revenue Report:
   • Check the date and site(s) we suspect did not bill.
   • If there is income from the day of the suspicion, then the service did run successfully.
   • If there is no income, either the service did not run successfully, or the report is not pulling the most recent information.
     • Please check the Autobill Revenue Report at the local site level, if it also shows no income, then we can definitively state the service did not run successfully.
2. If we suspect specific customer(s) have not billed, view the Declined Report:
   • Check the suspected date(s) the customer(s) did not bill.
   • If we can locate the customer(s) on the generated list, confirm they did not bill: furthermore, view their Declined Reason under the declined reason column, and then set the customer to bill by clicking the checkbox before the customer's name and then clicking the Mark Bill button.  
     NOTES:
     • This does not bill the customer automatically, rather it will bill them on the next Autobill runtime (by default this is 3:30AM), typically the next night.
     • Please work with the customer to resolve issues with their payment method before marking a customer to bill.

Failure to review these reports  may result in unintended duplicate billing of your customer(s). These reports should be reviewed before reporting this as an issue to ICS.

Troubleshooting and Resolution

ICS Support Techs are available 7 days a week to help with investigating and troubleshooting potential Autobilling issues. The following information will expedite this process when calling ICS for assistance with these types of issues:

1. The specific Date(s) and/or Customer(s) who did not bill.
2. The last known successful Autobill date for the site (if service did not run) or customer (if a specific customer was not billed).
   • Please refer to the Autobill Revenue Report for the last known successful Autobill date.
   • Please refer to the Membership History tool within the Declined Payment report if a specific customer did not bill.
3. If any new network or server equipment was installed between the last successful bill and the recent incident.
   • This includes the ICS SiteServer as well as site owned Modems, switches and firewall devices.
4. If any severe weather or utility outages have occurred between the last successful bill and the recent incident.

Requests to Force Autobilling

Due to the potential for double billing paired with an intentional programing aspect of the service to prevent the possibility of this service running multiple times, ICS recommends waiting until the next billing day for Autobilling to run again.

If billing must be run again, please follow the Restart and Force Autobilling Reference Guide.

Please contact ICS support if the Autobilling fails multiple days in a row, or if forcing Autobilling is unsuccessful.

Please contact ICS Technical Support if any assistance is needed:

800-246-3469