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What is FLiiP's Collections system?

FLiiP's Collections system provides a comprehensive, two-phase approach to recovering overdue payments while maintaining positive member relationships. The system combines automated payment recovery communications (RISE) and professional collections agency integration to maximize recovery rates while minimizing administrative burden.

To have access and configure the collection feature, please contact your CSM team.

 

Good to know: 

if you don’t have a collection agency, you can still benefit from the 1st phase of the collections system!

 

Phase 1: Soft Collections (RISE)

Days 0-60

The first 60 days of payment recovery are handled automatically through RISE, FLiiP's customer relationship management system. This phase focuses on gentle, multi-channel outreach to recover payments.

How It Works

Automated Multi-Channel Recovery RISE uses multiple communication channels to reach members about overdue payments:

  • SMS messaging — Quick, direct messages with high open rates
  • Email — Detailed payment reminders and instructions
  • Manual touches (optional) — Personalized outreach from your team when needed

Fully Customizable Communication Strategy You have complete control over:

  • Cadence — Set the timing between touchpoints (e.g., Day 1, Day 7, Day 14, etc.)
  • Message content — Customize all communication to match your brand voice
  • Channel mix — Choose which channels to use for each touchpoint
  • Duration — Configure the length of the soft collection period (typically 60 days)

Smart Sequence Management

  • The recovery sequence automatically stops as soon as the member completes their payment
  • Members are never over-contacted once payment is resolved
  • All communication is tracked in the member's profile

Note: 

if you don’t use the services of a collection agency, the collections system will stop here. At the end of phase 1, if your member still has due payments, the communications will stop and there will be no changes to their status.

 


Phase 2: Hard Collections (Collection Agency)

Day 60+ (configurable)

After 60 days (or your configured threshold), accounts that remain unpaid are automatically flagged as “Sent to Collections”.

When an account reaches your collections threshold:

  1. The member account is automatically updated
    1. All due payments status changed to "Sent to Collections"
    2. Automated note added in the user profile for staff visibility
    3. Member flagged on the check-in interface
  2. Member is blocked 
    1. Member is blocked from making new bookings
    2. Member is blocked from making new purchases
    3. Member is blocked from checking in to the facility
    4. All memberships are automatically cancelled (no new invoices generated)
  3. FLiiP generates an automated Return For Collections (RFC) report for the collection agency containing:
    1. Member information
    2. All payments due information (membership, services, products, add-ons,...)
    3. Date the account was moved to collections status
    4. Last payment date and amount
    5. Amount due (per account, per location and totals)
    6. Remaining balance of the contract

What payments are sent to the Collections agency?

All due payments (products, services, memberships, add-ons,...)

  • For month-to-month contracts: only the invoices since 1st payment due date + fees
  • For term contracts: entire remaining balance + fees

The cancellation of the membership doesn't cancel future due payments but prevents the member from accruing more debt.

Payment Reconciliation

Phase 1 - RISE:

  • Payment can be done online or directly at your location during phase 1 (First 0-60 days - Soft Collection process) only

Phase 2 - collection agency

  • The collection agency is in charge of the payment recovery.
    • If a member shows up at the gym to pay, they have to be redirected to the collections agency
  • Agency sends monthly trust statement showing recovered payments
  • The gym owner can decide on how to update the recovered accounts in FLiiP.

Recommendation for reconciliation:

Once the payment has been recovered by the collection agency, you will see it in the agency recovery report.

You can update the member's profile accordingly in FLiiP. We recommend to cancel the due payments and add a note to the member's file mentioning the amount recovered, when and any relevant information from the collection agency (payment id, reference #,...).


When they no longer have due payments, the member will be freed from the "Sent to collections" status after 1 day.
They will be able to buy another membership or contract and to book appointments and check-ins. However, their cancelled memberships, services and appointments will not be reinstated.


Sales dashboards

Pending payments include the payments sent to collections.

So any dashboard displaying pending payments includes collections until the payments are manually updated by the gym owner upon reception of the collection agency’s recovery updates.