Junior statements aren't being generated

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  • Updated 2 weeks ago
I have asked via email several times for support with this, but I have found that Clubbuzz support is enthusiastic for the first 3-4 emails and then it goes silent.

We cannot find out why are statements are not being generated for our junior members. A handfull have had these but there seems to be no reason to why they are getting the statements and others aren't. This is leading to lots of emails from parents asking us to accept BACCs payments instead. I have set a member of Clubbuzz support staff up with a login to help look at this but have heard nothing in response.
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Tim Waldron

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Posted 2 weeks ago

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Cellan, ClubBuzz

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Hi Tim - 

Hope you're well. We dropped you an email on 28 September after Jane had emailed you back. The issue relates to the due date set on the junior subscription accounts. (Which is set to 5 July 2020). The members that have had the subs written to their statements are the new members which have just joined. 

The good news is it's an easy fix:

  • We create a new subscription account for your with the correct due date on. This will add the subscriptions on to statements before they go out on 15 October, and any members with recurring direct debits set up will be charged on or around 1 October. Anyone that doesn't have a recurring direct debit set up can pay via their statement on 15 October. (21 of your members have recurring direct debits set up - so most will be able to pay from 15 October.
If the club needs to collect payments prior to 15 October, let me know. There's another way we can take payments but it's a bit more complicated. However, if the club want to take payment prior to 15 October, we'll happily sort this out for you.

All the best

Cellan


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Tim Waldron

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Thank you for this Cellan, unfortunately I can't find the email dated 28th September with this response but the fix seems straightforward enough.

All of our accounts have this due date and we are able to collect from the other Adult members, so I am unsure of why it resulted in a different outcome for the juniors.

Could this new account be created please and how would this prevent junior members from being charged on both accounts? 

Many thanks
Tim
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Cellan, ClubBuzz

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Hi Tim,

We'll look at the individual categories. (If we can separate them into different categories and sports, we can stop them being charged twice).

I'll confirm with you once we've planned how we should set this up.

All the best

Cellan
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Tim Waldron

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Hi Cellan

Due to the need to collect fees in ASAP we have set up a BACs for juniors to pay straight into club account rather than through Club Buzz. Can you let me know how I can make sure this doesn't happen next year? 

All of the other Charge accounts for subscriptions had the same due date for payment.

Many thanks.
Tim