ZXN Fitness

Lane 03 The front desk

What happens when a member's payment fails?

The software deals with it. When a card is declined or a Direct Debit comes back unpaid, ZXN Fitness emails the member a secure link to pay or update their details, sets a retry and keeps their bookings for the grace period the gym chose. The desk sees who is behind, and nobody chases anyone by hand.

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What happened here at 07:10 at Ferrous Yard?

Jo's monthly membership was due on a card, and the bank declined it. The software has already emailed Jo a secure link to update the card, set a retry for Thursday and kept Jo's bookings in place. A Direct Debit that came back unpaid on Monday is lined up to be collected again on the next allowed date. Nobody at the desk chases anyone.

  • 07:10:15Card declined for a monthly membership
  • 07:10:16Member emailed a link to update the card
  • 07:10:16Retry set for Thursday, unpaid Direct Debit re-presented

Ferrous Yard is a gym we made up for this page: a strength and conditioning gym in a unit on an industrial estate, with one class room, a free-weights floor, a front desk, two coaches and an owner who would rather be coaching. No real gym is meant.

How are memberships paid?

By Direct Debit or by card, monthly or for a fixed term, through the gym's own Stripe account. The gym is the merchant: members' money is paid to the gym and never passes through us. What collection costs is worked out in the guide to Direct Debit and card fees.

What happens when a card is declined?

  • The member is emailed a secure link to update the card, straight away.
  • A retry is set a few days later, and again before the grace period ends.
  • Bookings and the door stay open during the grace period. After it, both pause until the payment is made.

What happens when a Direct Debit comes back unpaid?

The member is told the collection failed and when it will be taken again, with the notice the Direct Debit rules require, and it is collected again on the next date allowed. A member can pay by card instead, from the same email.

How do members change or cancel a membership?

In their account, as easily as they joined. A change or a cancellation shows what happens to the next payment before the member confirms it, and both are confirmed by email. The rules a gym has to follow are set out in the guide to gym membership cancellation rules.

Which parts of the suite are at work in the front desk?

What else do gym owners ask about the front desk?

Who holds the members' money?

The gym does. Payments go through the gym's own Stripe account and are paid straight to the gym's bank account.

Can a gym bring its existing Direct Debit members across?

Yes. Moving members and their payment arrangements is part of the move to the software, and our team plans it with the gym so that no collection is missed.