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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 (RISE) and professional collections agency integration to maximize recovery rates while minimizing administrative burden.

To have access and configure the collection feature, please contact our support team.

Phase 1: Soft Collections (RISE)
Days 0-90 (configurable)

The first 60 or 90 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 before involving external agencies.

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
  • Voicemail drops (on demand) — Pre-recorded messages delivered to voicemail
  • 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 or 90 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

Phase 2: Hard Collections (Collection Agency)
Day 90+ (configurable)

After 90 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 from making new bookings
    1. Member is blocked from making new purchases
    2. Member is blocked from checking in to the facility
    3. 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 account moved to collections status
    4. Last payment date
    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,...)

Regarding memberships:

  • 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 0-90 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.

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.