Everything happens in the client's Payment tab. A client can only have one payment plan at a time, so changing a plan always means cancelling the old one and sending a new offer.
Add a payment plan
Use this for a client who does not pay through Coachway yet, e.g. one you added with No product.
Open the client and go to the Payment tab.
Click Add payment plan.
Choose the product. You can change the start date, price, start fee and commitment for this client. See Add a new client with a payment offer for what each field does.
Click Next and check the overview: the price, First charge and the terms the client will see.
Choose an email template. This email is sent to the client with the offer.
Click Assign payment plan.
The plan shows Offer Pending until the client accepts it, then Offer Accepted. The client also needs to add their payment details before anything is charged.
Change the price or the plan
You cannot edit the price on a plan that's already running. Instead:
Cancel the current plan (see below).
Add a new payment plan with the new price or product.
The client accepts the new offer and adds their payment details again, even if they did it for the old plan.
The new offer uses the product's current price, unless you change it for this client. The old offer keeps the price and terms the client originally accepted, so you always have a record of both.
Sent the wrong price on an offer that has not been accepted yet? Cancel it the same way and send a new one. Ask the client to only accept the newest email.
Cancel a payment plan
Before you cancel, check whether the client has a minimum commitment. You can see the terms they accepted under View details next to Offer Accepted.
Then if you still want to cancel, click Cancel all payments. Read the confirmation, it shows which payments will stop and warns you if the client has a minimum commitment.
After you cancel:
The plan shows Cancelled, and there's no next payment.
Add payment plan becomes available again.
The client's app access and coaching status don't change. If the client should not use the app anymore, end their access separately. See Pause a client and manage app access.
What cancelling does not do
It does not refund anything. Payments the client has already made stay paid. To refund, see Failed payments, refunds and invoices.
It does not move unpaid amounts. If the client owes money on the old plan, it is not moved to a new one.
If the client is paused
You can cancel payments while a client is paused. If you resume their coaching later, the payments stay cancelled. To charge the client again, add a new payment plan.
Not sure?
If the client is in the middle of a commitment, or you are unsure what happens to an upcoming invoice, write to us in the chat before you cancel.