When a rider doesn't pay an invoice that books them on lessons, Hopoti cancels the invoice and those bookings a few days after the due date, so the places become free for other riders. Invoices for offline payments and Memberships work differently. This article explains what happens, how to stop it and how to put a rider back.
What happens when an invoice isn't paid
Hopoti emails the rider automatic payment reminders, which you can't change. For season and payment plan instalments, the first one comes 2 days before the due date.
If the invoice still isn't paid after your stable's grace days (3 days after the due date by default), Hopoti cancels it and removes the rider from the lessons it covers.
The cancelled invoice moves to the Cancelled tab in Invoices and can't be restored.
Your grace days are under Season invoice grace day count in Settings > Settings > Default settings. The setting is locked: message our team to change it. With more grace days, riders may ride before they've paid.
Which unpaid invoices are cancelled
It depends on the kind of invoice:
Invoice | If it isn't paid |
Invoices that book lessons and are paid online: season instalments, booking deposits, payment plan instalments and single bookings | Cancelled with its bookings after the grace days (3 days after the due date by default) |
Open invoices you create yourself (no bookings) | Not cancelled. It stays with the rider until it's paid, removed or marked as paid. |
Membership invoices | Not cancelled. The Membership carries on until the member gives notice or you end it. |
Invoices for bookings with offline payments | Not cancelled. The booking stays until you mark the invoice as paid or remove it. |
More on each kind of invoice. Open the section that fits yours.
If it's a season instalment or a payment plan
If it's a season instalment or a payment plan
By default, when one season instalment isn't paid in time, all the rider's other invoices and lessons for that season are cancelled too. Payment plan instalments are season part invoices, so the same rule applies.
To cancel only the overdue instalment and its lessons, go to Settings > Settings > Default settings, choose Only the current invoice and lessons are cancelled under Season cancellation when overdue invoices and select Save.
If it's a Membership invoice
If it's a Membership invoice
An unpaid Membership invoice isn't cancelled and the member stays booked. It counts as overdue after your stable's grace days (3 days after its due date by default).
To follow up, use the Owes filter on the Memberships page: it shows who owes, how much and how late. If Reminder email is on under Business emails in your settings, Hopoti also emails that address a list of overdue Membership invoices. See Follow up Memberships: members, invoices and notice.
If it's an invoice for a booking with an offline payment
If it's an invoice for a booking with an offline payment
An offline booking's invoice is due on the lesson date. It isn't cancelled automatically, even after the due date: the booking stays until you mark the invoice as paid or remove the invoice, which also cancels the booking.
Mark the invoice as paid once the rider has paid you. See Take bookings with offline payments.
See who hasn't paid
Summary: the Overdue invoices panel lists overdue open invoices and Overdue season invoices - User has been removed from the lessons.
Invoices: the Open tab shows a red count of overdue invoices. Each invoice shows Waiting, Expiring! or Expired!.
In a lesson: unpaid bookings are striped red. Participants with unpaid reservations shows only those riders.
If you sell Memberships, the Reminder email in Settings > Settings > Business emails also lists overdue Membership invoices: see Automatic emails for your stable and your riders.
Stop an unpaid booking from being cancelled
Before the grace days run out, you can:
Remind the rider to pay under Invoices in their Hopoti account.
Mark the invoice as paid if the rider paid you outside Hopoti: see Mark an invoice as paid.
Give more time: open the invoice in Invoices, change the Due date and select Save changes.
Split the payment: see Change how a rider pays with a payment plan.
A rider was removed from lessons
To see why, open the rider in Clients and go to the History tab. It shows who cancelled each booking (for example "by stable staff") and when invoices were created, paid or deleted. An invoice cancelled for non-payment is under Cancelled in Invoices.
A cancelled invoice can't be restored, so add the rider back to the lessons with a new way to pay:
In Events, open the lesson, select Add client to course and choose the rider.
Under Choose events, select the lessons and select Continue. Freed places may already be booked by other riders.
Under Choose payment type, choose Payment plan, select New payment plan and set the price and instalments (see Change how a rider pays with a payment plan).
Select Add clients to chosen lessons.
The rider is booked on the lessons again. If they already paid you outside Hopoti, mark the new invoice as paid.
Still stuck? Message our team in the chat with the rider's name, the lesson and the invoice number.