selfdesk
Billing & payment
Task

Handle open items

Open items are charges that did not go through. You can retry, but when the bank wants a confirmation only the member can act.

An open item is an invoice whose collection failed. The invoice itself still stands, only the money did not arrive. The member gets an email about it. This list exists only in spaces that collect by card or SEPA; bank transfers never appear there, because the app does not see incoming payments.

In the app

  1. Open Invoicing and go to the Open tab. The number behind it says how many items are waiting.
    Open tab with the list of failed charges
    Open tab with the list of failed charges
  2. Read the reason on each row, for example Insufficient funds or Bank confirmation pending.
  3. Tap Retry if the reason was temporary.
  4. If it says The member has to confirm this payment in the app, there is nothing you can do. Ask the member to press Confirm now in their app.
  5. Once everything is done it reads Every charge went through.

On the web

  1. Open Open. The page is called Open items.
  2. Read the reason on each row.
  3. Click Retry if the reason was temporary.
  4. If the bank needs a confirmation, the member has to give it in their app.

What applies here

  • After the month-end run it takes a few seconds. Collection only starts once the invoices are written, so the list fills up shortly after the run.
  • An item disappears as soon as the same invoice has a succeeded or running payment beside it. A retry is never offered for money that has already been collected.
  • You cannot take over a bank confirmation. Only the member can answer their bank. If they abandon it, they can start the attempt again later.
  • Open kiosk purchases do not appear here. They are not an invoice yet; what gets collected is the kiosk invoice after the month-end run, and that one then shows up here like any other. See Kiosk: invoice and the €0.50 carryover.
  • If the member transferred the money instead, you mark the invoice as paid. The item then disappears from here. See Mark an invoice as paid.
  • A member who chose bank transfer never appears here. The month-end run skips collection for them. See Switch to bank transfer.

When it does not work