Billing & Payments

10.1 How Billing Works

The billing system operates on a ledger model. Every financial event creates an immutable financial transaction on the customer's ledger:

• Service charges (positive — customer owes more)
• Payments received (negative — customer owes less)
• Credits (negative — customer owes less)
• Refunds (negative — reduces a previous payment)
• Sales tax (positive — added to charges)

The customer's current balance is the sum of all their financial transactions. A positive balance means they owe money; a negative balance means they have a credit.

10.2 One bill — the statement

Whichever billing method you use, a customer gets one running bill: their statement. There is no second document to send, chase or reconcile.

A statement covers a period, and it is in one of two states:

The billing method changes when a charge lands on that statement, not what the customer receives:

• Per-Service — a charge is posted the moment a job is finished, so the statement fills up visit by visit.
• Monthly Statement — the period's charges are collected and closed together.

A closed statement can be emailed to the customer automatically, downloaded as a PDF, or read in the customer portal. See 10.4 for the detail, and Section 2 for how the two methods are set.

10.3 Charges dated in the future — the "Scheduled" badge

Some charges are posted before the money is due. That happens when you sell a one-off job and choose Now, dated… with a date still to come (see Section 8), or when you post-date a charge yourself.

A charge like that sits on the customer's account marked Scheduled. It means: this is agreed, but it isn't due yet.

While a charge is Scheduled:

• It shows on the customer's Billing page so you and your staff can see it's coming.
• It is not counted in their current balance.
• It does not appear on their statement, so the customer isn't billed for it early.

On the date you set, it stops being Scheduled and behaves like any other charge — it joins the balance and appears on the statement covering that date.

Changing the date: open the charge and edit its date. Useful when a customer asks to be billed later.

10.4 Statements (Monthly Mode)

If you're using the Monthly Statement billing method:

1. Each statement covers a period (e.g., March 1–31).
2. During the period, all completed services, credits, payments, and fees are recorded as financial transactions.
3. At the end of the period, the statement is closed with:
   • Opening balance (carried from previous statement)
   • All transactions for the period
   • Closing balance
4. The statement PDF shows your company details, the customer's name, the address of each of their locations, the period, and every line with the balance.
5. The statement can be:
   • Emailed to the customer automatically.
   • Downloaded as PDF.
   • Viewed in the customer portal.

Statement Integrity: Each statement has a cryptographic signature to ensure transaction data hasn't been altered.

To chase customers who haven't paid, sending each one their statement with your own message, see Past-Due Notices below.

10.5 Past-Due Notices

Past-due notices let you pick the customers who owe you money, write one message, and email each of them their current statement with that message on top, all in one go.

Open it from the Send past-due notices → button on the Statements page, or on Reports → Balances.

It works in four steps: choose who to chase, write the message, confirm, and watch it go.

1. Choose who to chase

The panel on the left filters your customers. The count and the total owed at the top update as you change it.

• Owes now: unpaid statements that are already due. This is on by default, and it's the one to use. Add at least $ to leave out small amounts.
• Account balance: everything on the account, including charges posted ahead of their due date.

• Time: No payment in a number of days (credits and discounts don't count as payments; tick Include customers who have never paid to keep them in), or Owed for at least a number of days, counted from the oldest charge still unpaid. Any time turns this off.
• Account: which subscription statuses to include (Active, Paused, Canceled). Customers with no subscription are always included.
• Skip anyone sent a notice in the last 7 days is on by default, so nobody gets chased twice in a week. Untick it or change the number of days if you need to.

Every matching customer appears in the table, ticked. Untick anyone you want to leave out. Customers who can't be sent a notice stay in the list, greyed out, with the reason. For example, no email on file means you'll need to print or phone that one. Customers marked as preferring paper are emailed anyway.

Click Continue to message →, or Save as draft to come back later.

2. Write the message

• Pick a saved message from Template, or write a new one. Save as new… keeps it for next time; Update saves changes to the template you picked. Templates, at the top of the page, is where you edit, copy or archive them.
• Write a Subject and a Message in plain text. A blank line starts a new paragraph.
• The buttons under Insert add details that change for each customer: customer_name, company_name, past_due (the amount owed now), balance, last_payment_date, days_since_payment, owing_since_date and portal_link. Click one to drop it in where your cursor is. If a tag is typed wrong, you'll get a warning and can't send until it's fixed.

The Preview on the right shows exactly what one customer will receive, with their real amounts filled in. Use ‹ prev and next › to step through the list. Your message sits above the standard wording, which is always kept, so every customer still gets their statement PDF and the link to pay in the customer portal.

Before sending for real:

• Send test to me emails you the notice for the customer on screen, attachment and all.
• Dry run goes through the whole list without sending anything, and shows who would get a notice and who would be skipped.

3. Confirm

Click Review & send … notices →. The confirmation shows how many notices will go out and the total being chased. If that total looks wrong, a filter is probably set wrong, so go back and check it. Above 25 recipients you'll be asked to type SEND to confirm.

Each customer is checked again at the moment their email goes out. Anyone who has paid in the meantime is skipped automatically.

4. Watch it go

The run page shows each customer as Sent, Waiting (handed to your mail server, no result yet), Failed or Skipped, with the reason. From there you can:

• Retry … failed to send the failed ones again, as a new run.
• Print the … who can't be emailed to get their statements on paper.
• Export CSV for your records.
• Cancel run to stop anything not yet sent. Notices already handed to your mail server can't be recalled.

Run history, at the top of the page, lists every past run. Each customer's Messages tab also shows the past-due notices they've been sent.

10.6 Autopay

Autopay automatically charges a customer's saved payment method when their bill falls due.

Enabling Autopay for a Customer:

1. The customer saves a payment method (credit card, or PayPal) — either through the portal or you can add it on their behalf. Automatic payments run on cards and PayPal; bank transfers are for one-off payments (see 10.11).
2. The customer opts in to autopay.
3. Mark one payment method as the default autopay method.
4. When the bill falls due, the system automatically charges the default method.

Autopay Retry Schedule: If a payment fails (e.g., declined card), the system retries according to your configured retry schedule. For example:

• Retry 1: 3 days after failure
• Retry 2: 7 days after failure
• Retry 3: 14 days after failure

After all retries are exhausted, the system can optionally disable autopay for that customer and send a notification.

When a customer cancels automatic payments: in the portal they open the account menu (their initials, top right) and choose Cancel automatic payments, or use the cancel button on the dashboard's automatic payments card. Every automatic charge for that customer stops, and their saved card or PayPal details are deleted, both from EZ Pool Biller and from Stripe or PayPal. Their balance is still due. To go back on autopay, the customer sets it up again from the portal dashboard and enters their payment details again; the deleted card cannot be reused.

To be emailed each time this happens, turn on Email the company when a customer cancels automatic payments in Settings > Payments (off by default). The email goes to the company email address in Settings > Company, or to your admin users if that is empty, and names the customer and the saved details that were deleted.

If PayPal refuses automatic payments for your account: PayPal only allows automatic payments on business accounts it has approved for them (PayPal calls this Reference Transactions). If it refuses:

• The customer is told: "Automatic payments with PayPal are not available at the moment. You can still pay your balance with PayPal each time."
• You get an alert, and Settings > Payments says so under PayPal.
• Customers are no longer offered PayPal automatic payments. They can still pay each balance with PayPal.

Ask PayPal to enable Reference Transactions on your PayPal business account, then click Offer PayPal automatic payments again in Settings > Payments.

10.7 Manual Payments

You can record payments made outside the system:

1. Open the customer's billing tab.
2. Click Record Payment.
3. Enter the amount, date, and payment method:
   • Cash
   • Check (enter check number)
   • Venmo
   • Wire transfer
   • Other
4. The payment is posted to the customer's ledger and reduces their balance.

10.8 Credits & Debits

Issuing a Credit:

• Use credits for adjustments, goodwill discounts, or promotional offers.
• Open the customer's info page, go to the Billing tab, then click the Credit sub-tab.
• Enter the amount, reason, and description.
• The credit is posted as a negative transaction, reducing the customer's balance.

Issuing a Debit (Manual Charge):

• Use debits for one-time charges outside of regular services (e.g., repair charges, supply fees, service call fees).
• Open the customer's info page, go to the Billing tab, then click the Charge sub-tab.
• Enter the amount, customer, and description.
• The charge is posted as a positive transaction, increasing the customer's balance.

Confirmation Thresholds: To prevent accidental large credits or refunds, you can set a confirmation threshold (e.g., require confirmation for credits over $500) in Settings.

10.9 Refunds

To refund a payment:

1. Open the customer's billing tab and find the payment.
2. Click Refund.
3. Enter the refund amount (full or partial).
4. Select a reason: Duplicate, Service Not Rendered, Goodwill, Pricing Error, or Other.
5. Add optional notes.
6. The refund is processed through the original payment gateway and recorded on the ledger.

10.10 Failed Payments & Retry Logic

When an autopay charge fails:

1. The payment is recorded with a Failed status.
2. The customer's autopay failure count is incremented.
3. The system schedules a retry based on your retry schedule (Settings > Company, Payments section).
4. If configured, the customer receives a notification about the failed payment.
5. If all retries are exhausted:
   • Autopay can be automatically disabled for the customer.
   • An admin alert is generated so your team is aware.
   • The subscription may be auto-paused if you've enabled that feature.

10.11 Bank Transfers (ACH)

If you have enabled bank transfers (Settings > Payments — see 2.2), customers see a second button in the portal: Pay by bank. It suits large bills, where the fee saving is real — typically 0.8% capped at $5, against roughly 2.9% + 30¢ on a card.

This runs entirely on your own Stripe account. EZ Pool Biller never touches the money. It is worth being clear about what that means in practice:

• The feature must be switched on in Stripe, not only here. ACH Direct Debit has to be active on your Stripe account before the option appears (see 2.2). Stripe may review your account first.
• The money lands in your Stripe balance and pays out to your bank on your Stripe payout schedule — exactly like your card takings. Changing when you get paid is a Stripe setting, not a EZ Pool Biller one.
• Stripe sets the fee, not us. The percentages in this manual are Stripe's published ACH pricing at the time of writing; your own rate is whatever your Stripe agreement says. The ACH fee you configure in EZ Pool Biller is a separate thing — it is what you choose to pass on to the customer.
• Bank details never reach EZ Pool Biller. The account is confirmed on Stripe's own secure screen, and we only ever store the bank name and last four digits for display.
• Refunds, disputes and payout questions are Stripe's records. We show what happened on the customer's ledger; the authoritative history — and anything you need to contest a dispute — lives in your Stripe dashboard.

If you close or disconnect your Stripe account, bank payments stop working immediately, in the same way card payments would.

What the customer does: they choose the bank option, sign in to their bank through Stripe's secure screen to confirm the account, and approve the payment. They never type an account number into EZ Pool Biller, and we never see or store it.

The one thing to know: bank transfers are not instant.

Between the customer approving and the money clearing, the payment sits in a pending state:

• The customer sees "payment on its way" on their dashboard, and their balance still shows the amount owed.
• The balance is not reduced yet — reducing it before the money arrives would be wrong if the transfer later fails.

When the money clears, the payment posts to the ledger and the balance drops, dated to the day the customer paid — not the day it cleared. Their statement reads as if it landed when they authorised it.

If a transfer fails (closed account, insufficient funds, a bank return), nothing is posted to the ledger, the balance stays open, and both the customer and your team are emailed. Bank returns can arrive several days after the payment, which is why the balance stays visible until the money is genuinely confirmed.

Disputes: if a customer disputes a settled bank payment, the payment is flagged for manual review rather than reversed automatically, and your team is alerted. Review their ledger and record a refund if that is the right outcome.

Automatic payments currently run on cards and PayPal only. Bank transfers are for one-off payments — a customer can pay any bill from their bank whenever they like, but cannot yet put a bank account on autopay.

10.12 Held Billing After an Inactive Period

When your account is inactive (for example, disabled), nothing is billed. When the account becomes active again, the billing that fell due in that time is not charged automatically. Each missed billing period is held, and you decide for each one whether to Bill it or Skip it.

What is held

• Each billing period of a subscription that fell due while the account was inactive and was never posted. Periods due from the day the account came back are billed as usual.
• The first charge of a new subscription, and one-time charges, that fell due in that time.
• Automatic card payments that were due in that time are moved, without charging, to your next payment day. On that day the card is charged for the balance as usual. Held lines are not part of that balance until you bill them.

Charges posted before the account became inactive are not held, and neither are per-visit charges for completed visits: the work was done, so they bill as usual.

Where to find it

• A notice at the top of every page shows how many billing periods are waiting, for how many customers, and the total.
• On the Statements page, the Review held billing → button opens the list.
• A reminder email goes to the company email (or to your admin users when it is empty) when the lines appear, and then every few days while any are waiting. Switch it off, or change the number of days, in Settings > Company > General, in the Statements card (2.1).

Deciding

The page lists the waiting lines by customer: the service, the period, the day it was due, the amount and the tax.

• Bill posts the line as a charge dated today, with the original period in its description followed by "Billed" and today's date. It is added to the customer's current statement and collected like any new charge: on the next payment day for a customer with automatic card payments, otherwise when the customer pays the statement. The amount and tax are the ones shown, even if the price or tax rate has changed since.
• Skip charges nothing and closes the line.

You can decide one line, all lines of one customer, or all lines shown on the page. Each choice asks for a confirmation with the number of lines and the total. Nothing is ever charged for a waiting line on its own, however long it waits.

A decided line can't be changed on this page. Correct a billed line with a credit or refund as usual (10.8, 10.9). The Billed and Skipped tabs list past decisions. When a customer is deleted, their waiting lines are closed as skipped.

10.13 Late Fees on a Customer's Account

When your company charges late fees automatically (2.2, Late fees), each fee appears in the customer's transactions as Late Fee, with a description such as "Late fee: statement Oct 1–31, 2026 unpaid after Nov 5, 2026".

Exempting a customer: on the customer's page, open Financial > Statements. In the side panel, untick Charge late fees to this customer. The customer is never charged a late fee automatically until you tick it again. The switch is shown only while your company has late fees on.

Waiving a fee: open the fee in the customer's transactions and click Waive this late fee. EZ Pool Biller adds a credit of the same amount, described "Late fee waived: …". The fee stays in the history and on the statement it was billed on; the credit appears on the current statement. A fee can be waived once. You need permission to issue credits.

• Waive a fee rather than deleting it. A deleted fee is not added again for the same statement.
• A payment you record late, dated on or before the last day to pay, does not remove the fee by itself: waive it.
• QuickBooks: credits are not sent to QuickBooks, so a waived fee stays on the QuickBooks invoice. Adjust it in QuickBooks.