Real-World Example
ABC Collections has an unpaid weekly platform balance. The system has already restricted its normal portal access, followed the card or ACH notice schedule, and reached Day 14 without collecting the complete balance. Super Admin opens Failed Payments, reviews the charges, attempts, notices, and audit history, then chooses to mark the case reviewed, extend the date, record an arrangement, or explicitly close the creditor account.
Visual Flow
How It Should Work
- It should show unresolved membership, weekly platform, Secure ecoLetter, and Additional Hosted Account charges.
- It should show each company once in the main list, even when that company has more than one unpaid charge.
- Outstanding Charges should count separate unpaid charges, while Failed Attempts should count every collection attempt made for those charges.
- Outstanding Balance should count each unpaid charge once, not multiply it by the number of retry attempts.
- Latest Failure should show the most recent failed attempt in the Super Admin user’s display timezone.
- Details should show every unpaid charge, its amount, first and latest failure dates, failure reason, attempts, and available weekly cost breakdown.
- Secure Payment Hosting should count eligible consumer payment methods protected through Basis Theory. The creditor’s own platform billing method should not add a hosting charge.
- A charge should leave this page after a later payment succeeds.
- Super Admin should be able to contact the company directly from this page.
- A consolidated platform billing case should show its current status, payment method, complete outstanding balance, next action, and review date.
- Case details should show every balance item, payment attempt, notification, and Super Admin decision in time order.
- Marking a case reviewed should be an audit action; it should not close the account.
- Extending a case should require a new review date and a reason.
- Recording a payment arrangement should require notes and pause the automatic recovery schedule.
- Closing a creditor should require a reason and explicit confirmation from a Super Admin.
- After explicit closure, the creditor-side account should be unavailable while affected consumer records remain retained with a Closed by Creditor status.
How It Should Not Work
- It should not mix cancelled memberships into the Failed Payments list.
- It should not show a retry as a second outstanding balance for the same charge.
- It should not continue showing a charge as outstanding after it has been paid successfully.
- It should not hide the type of charge or combine unrelated charges into one unexplained total.
- It should not count a platform billing method as Secure Payment Hosting.
- It should not close a creditor automatically on Day 14.
- It should not treat a review, extension, or arrangement as a successful payment.
- It should not allow a closure without a recorded reason and audit entry.
- It should not permanently erase billing history, payment attempts, notices, or the record of the Super Admin decision.
Last modified on August 6, 2026
