Billing
18 articles
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What to do if my ACH bank account is declined as a payment method
Our billing system is capable of processing credit cards, debit cards and electronic checks (ACH). These payment methods have different rules set by the banks and ACH carries the tightest restrictions. If an ACH bank account is flagged as unusable it can be difficult to reactivate it, and all payment attempts will be automatically declined. There are a number of reasons a bank account may be flagged by the payment processor as unusable, like suspected…
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Billing & Changes for Members/Users
Made a change mid-Renewal Date cycle and need to bill your member? Skip to section Recurring Memberships: The system will automatically bill the member on their Re newal Date . Their payment will process around the same time of day each month. Billing for members is spread out throughout the day. Example: All members with a Renewal Date of 3/15 will be billed between 12:01am and 11:59pm on the 15th. The system will automatically…
https://docs.proximity.space/articles/how-does-billing-work-for-members
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Handling Payment Disputes
Disputes occur when a member requests that their bank reverse a charge. There are a number of different reasons account holders can give the bank as to why they are disputing the charge, including suspected fraud or being denied a membership cancellation. Oftentimes, these reasons are different than what you might expect and are based on a member’s limited understanding of the dispute process. Don’t take it personally. Take the time to review every dispute,…
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Can I (or my member) manually charge a member for an unpaid invoice?
Space Manager/Owner Use From the Dashboard, navigate to Manage Members/Users > Member/User List and search for the member. From the members Billing tab, locate the Unpaid invoice, hover over the ••• Action Dots, and click Manage . From the upper right side of the page, click the Close button and select the box that reads " Charge for the remaining balance now". Select Close Invoice . Member Use Your member can also view and pay…
https://docs.proximity.space/articles/can-i-manually-charge-a-member-for-an-unpaid-invoice
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Where can I find member/user invoices?
You can find a specific invoice for a member by navigating to your dashboard > Manage Members/Users > Member/User List > Select the member. Select Billing . Here, you will find every invoice for that member. To manage the invoices, navigate to the Actions column and click the three dots (•••) next to the invoice or the "Manage" button.
https://docs.proximity.space/articles/where-can-i-find-member-invoices
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Issuing Refunds/Credits
You can issue a credit to your members in addition to a refund. This is a great way to make sure revenue stays in your space. It's also helpful for those times when a wrong date or time was booked and a member needs to turn around and correct the date, making the exact same charge again. The member's credit will be used on any subsequent charges and will supersede the payment source on file…
https://docs.proximity.space/articles/issuing-refunds-credits
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How Fees for Refunds Work
When a transaction occurs (for example $100) the member is billed $100, and the space receives a portion of this minus processing fees—in this case $0.30 + 2.9%—so the space's portion is $96.80. If that transaction is refunded, Stripe withdraws $96.80 from the space but returns the full $100 to the member. Stripe charges for this gap created by the processing fees. At this point the space balance on this transaction is $0.00 and Proximity's…
https://docs.proximity.space/articles/how-fees-for-refunds-work
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Taxes
If your space is in an area that requires you to collect taxes, you can create and edit taxes from Settings > Taxes for your membership rates, add-ons, custom charges, and resource prices. Add a tax to any billable item from its settings: Start by selecting the billable item you want to add a tax to, then selecting a tax and clicking Add, under the Taxes section. You can add multiple taxes to any billable…
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Creating and Managing Discounts
Discounts (or promotional codes) are a great tool to help fill empty desks and offer incentives to come in and use your space! Discounts can either be a percentage or a dollar amount, and they can be applied to both Memberships and Reservable Resources. Create a New Discount From the dashboard, navigate to Settings > Discounts > Select New Discount button in the upper right. Name CODE: (with no spaces) This is the…
https://docs.proximity.space/articles/creating-and-managing-discounts
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How Payment Processing Works
Proximity uses Stripe to process the payments billed through our system. All money is paid directly to Proximity and then transferred, minus any app fees, to the coworking space. Refunds happen in the opposite order: We reverse the transfer from the space and refund the money back to the member's account. Troubleshooting If the customer does not see the refund in their bank account, there are a few things to check (in order): Refunded Correctly: …
https://docs.proximity.space/articles/how-payment-processing-works
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Does my member automatically receive a refund when cancelling a reservation?
When a member cancels their reservation they do not automatically receive a Refund or Credit. You will be notified of the cancellation via email, and you can choose to Refund the invoice manually if you'd like, or provide a Credit. Learn More on Issuing Refund/Credit When a member cancels their reservation that was booked with Free Time before the reservation begins , their Free Time will be returned to the month in which it was…
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Billing for Workspace Access
Do you have workspaces that you wish to monetize? Maybe you have underutilized conference rooms or offices in your building that you wish to make available to non-employees. With Proximity you can set hourly, daily, and monthly rates for workspace that you make available to External user groups. Prerequisites You must have Stripe connected in order to create External user groups and collect payment. You can connect Stripe by going to Settings > Integrations The…
https://docs.proximity.space/articles/charging-for-workspace-access
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Charging Sign-up Fees & Deposits on Memberships
Any Membership/User Group can require a sign-up fee and/or a deposit when a member purchases their membership. The fees collected are transferred to you in the same way that your normal membership charges are. Proximity keeps track of the deposits you've received so that you know what you need to return to a member. You can also add deductions to a deposit and record any portions you have returned directly on the member's edit membership…
https://docs.proximity.space/articles/how-to-set-up-a-sign-up-fee-and-or-deposit-for-a-membership
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Taking a Manual Deposit
Sometimes a deposit is not automatically billed . This can happen when a space operator changes an existing member's membership on the backend. You can now collect a manual deposit for a membership. Collecting a Deposit Manually Navigate to the member's Billing tab. Hover over Billing Actions and select Take Deposit. Enter the deposit amount and select Take Deposit. Please note: This will bill the member's default payment source immediately. The deposit cannot be…
https://docs.proximity.space/articles/charging-a-manual-deposit
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Returning or Deducting a Deposit
Marking a Deposit as Returned Navigate to the member's/user's Billing tab. Hover over Billing Actions and select View Deposits. Select Return/Deduct Enter the amount that was returned to the member. Select Save Adjustment. Select Done. Please note: This does not return the funds to the member - it simply notes that the deposit has been returned to the member. Proximity cannot refund deposits due to limitations within Stripe/banks. You will need to refund the member…
https://docs.proximity.space/articles/returning-or-deducting-a-deposit
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Contract Feature (BETA)
If the Contract Term BETA feature is enabled at your space, it will allow you to prohibit members from canceling or downgrading their memberships for an agreed-upon amount of time. A member under contract cannot cancel or change their membership and they cannot remove their last payment source until the end of their term. We highly recommend updating your Terms of Service to reflect this feature before having it enabled for your space. Once the…
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How to use Custom Charges
Sometimes you will need to custom charge a user. From the dashboard, navigate to Manage Members/Users > Member/User List and click on the member. From the billing tab hover over Billing Actions > Create Custom Charge . Be sure to fill in all of the information. If you'd like to bill the member immediately, check the box next to Charge immediately instead of sending an invoice. This option will not be available if the member…
https://docs.proximity.space/articles/how-to-use-custom-charges
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Manual Vs. Instant Bank Account Verification
If a member wants to add a bank account, to their account they will need to do so themselves by navigating to their avatar drop-down menu on the right side of the page when they login > Payment Sources > Hover over the arrow next to Add Bank Account and select Add Manually or Add Instantly. If the member uses their online bank account, verification for ACH will be instant. If the member didn't use…
https://docs.proximity.space/articles/manual-vs-instant-bank-account-verification