My customer's plan defaulted. Can I reopen it?
Yes. When a plan defaults, a reopen button will appear at the top of the plan. For step by step instructions, please view our support article on How to Reopen a Defaulted Plan.
Can my customer reopen their own plan?
Yes, customers can reopen their defaulted plans. The customer will have the choice to either:
A) Reopen the plan. Plans will be reopened with a new schedule that has a down payment of the last failed installment and the same number of remaining installments.
B) Pay the plan balance in full.
Is there a support article I can share with my customers on how to do this?
Here is a support article you can share with your customers: https://support.partial.ly/plan-defaulted-customer/
I don't want customers to be able to reopen their own plans.
If you do not want customers to have these options, you can disable them under Settings > General.
My customer needs to use a new payment method.
Your customer can add their new payment method in the customer portal. They can view our article on adding and updating payment methods for more information.
My customer needs a new payment schedule.
During the reopening process, you will be able to set up a new payment schedule for your customer. Here is a guide: https://support.partial.ly/change-payment-schedule/
Have more questions?
Please email us at support@partial.ly