When working with subscribers, there are a number of questions that tend to come up repeatedly. Here, we’ve gathered answers to some of the most common ones.
“I have signed up for BetalingsService (BS). Do I still need to pay the invoice I received by email or on paper?”
Yes, you must pay the invoice that has been sent to you. Once payment is processed through BS, invoices will no longer be sent. Instead, the payment will appear on your BS statement.
The subscriber believes they have paid, but the payment cannot be seen in Iteras
There can be a delay in how quickly payments are registered in Iteras. Payments made via payment slips (indbetalingskort) are usually registered in Iteras a few days after the amount is processed by the bank, as it takes time for the bank and BS to notify us. Card payments, on the other hand, are registered in Iteras immediately.
If the customer has paid via payment slip but entered the wrong payment ID, the payment will not be correctly registered in Iteras. In this case, ask the customer to provide a screenshot from their online banking that shows the actual payment. This makes it possible to verify whether the correct payment ID was entered. If an incorrect FI number was used, the payment may have been sent to the wrong recipient. In that case, the subscriber should contact their bank. If the issue is the payment ID, the payment will exist in Iteras but won’t be matched to the correct invoice. You can read more about how to handle this situation here. (the article is in danish)
The subscriber has cancelled their subscription but is still receiving invoices
If the subscriber continues to receive invoices or reminders after cancelling, the cancellation may not have been completed correctly. This can be checked by looking up the subscriber in the system to see whether an active (green) subscription still exists.
Another possibility is that the subscription had already been renewed for the next period at the time of cancellation. This can happen a certain number of days—depending on the campaign settings—before the new period begins. In such cases, both the current and upcoming periods can be stopped during the cancellation process. However, if only the current period is stopped, the next period will still remain active.
Finally, it may be that the subscriber still has an unpaid invoice after cancelling. This could be for the current period, for the upcoming period (even if it hasn’t started yet, as described above), or for an older invoice. You can check under “Show Invoices” to see if there are any outstanding invoices associated with the subscriber.