💳 How Are Plans Billed
When a pet is enrolled in a wellness plan:
The pet parent is automatically billed based on the plan’s billing cycle (e.g., monthly/yearly)
Charges are processed via Digitail Secure Payments
🔁 Automatic Retries for Failed Payments
If a payment fails, Digitail automatically retries the charge.
Digitail automatically attempts to process the payment three times. Let's consider the following example:
Payment due date: 2025-11-1 2:00pm (based on when the plan was activated)
👉 First payment attempt: ~2025-11-1 2:00pm (Fail)
👉 Second payment attempt: ~2025-11-1 11:59 pm (Fail)
👉 Third payment attempt: ~2025-11-2 11:59 am (Fail)
The plan status changes from Active to Past Due (payment failed), and an Unpaid Sale/Invoice is created (which also means the client will have a new outstanding balance).
This helps resolve most issues without manual intervention.
While Digitail captures payments automatically and retries payments in case of failure, the clinic needs to review and track all plans.
📩 Bounced Payment Notifications
If a payment fails and retries are unsuccessful:
The pet parent receives a bounced payment email
This email includes a “Pay Now” button so they can settle the payment easily from their inbox
Plan Statuses Explained
Status | Payment Impact | Benefit Access |
Active | Billing on schedule | ✅ Yes |
Past Due | Recent payment failed, retries ongoing | ✅ Yes |
Partially Paid | Some past recurrences are unpaid | ✅ Yes |
Canceled | Billing permanently stopped | ❌ No |
Reactivate a plan
Use case: the plan renewal has failed, and it switches to a past due status. Either the clinic or the client reaches out to pay the overdue plan invoice and reactivate the plan.
The clinic needs to locate the invoice(s) that are unpaid. To do that, the staff can navigate either to the Healthcard or to Sales Report.
The advantage of the sales invoices view is that the clinic can use a combination for Payment status, Client and Sales Type filters to locate the invoices.
Once the invoice(s) is/are paid the plan automatically switches to active.
This also happens if the staff sends the payment link to the pet parent they pay it themselves.
🧠 Best Practices for Clinics
Monitor plan status in the patient's report.
Educate pet parents to update their card in the Pet Portal (feature coming soon)
Proactively check for clients in Past Due to avoid cancellations