[KB] Partner - How payments work

Last edited: 26.04.24

📌This article will guide the CX team to assist partners with questions related to the Payment journey. It also offers guidance for CX agents on how to handle these situations step by step.

Important information

  • The payment is made every 15th day of the month or the next business day and the payment is made by the wire transfer to the partner account.
    Categorization: Gyms::Payments & Performance Indicators::Questions about the payment amount::Gym doesn't know payment method
  • There is a new contract condition that may cause doubts about payment value.
  • The Finance page was recently updated and displays the payments details. It’s also possible to check how the value is calculated.
  • The Partner Portal Access flow is described here.

📢 The partner has questions about:

Contractual condition

📍 The Volume Discount

If partners inquire about the volume condition added by the Partner Success Team in the contract, follow the steps below.

Partner's Portal

  1. Inform them that to maintain a well-balanced Gympass ecosystem, the contract has been modified to include a volume discount model, and the details can be found in the Partners portal.
  2. Go to the Finance section and select the relevant Month;
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  3. Then click on the arrow to see details, this will open the page with specifics on the volume discount.
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Darwin - CX

  1. Access Darwin to check if the partner has been migrated to Tagus;
  2. Search for the partner using their name.
  3. Verify the partner’s profile tag:
    a) If the tag indicates ‘active’, the Volume discount commercial condition can be seen in the Partnership portal section.
    b) If the tag says ‘not migrated’ the partnership’ section will not have the volume discount data.

  4. Submit the ticket as Solved.
  5. If the partner wants to review the contract, follow the process of Contract Review.

📌 Categorization: Gyms::Payments & Performance Indicators::Explain how payments work::How are the payments calculated

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Financial safety limit

📍 The CAP

Note: CAP, in simple terms, is setting a financial limit in the contract between Gympass and the partner. For example, if Gympass decides to limit 12 check-ins per month to pay the partner, even if a user exceeds this limit (doing 15 check-ins in a month) the partner will still be paid based on the 12-check-in limit, not the actual 15.

If the partner has questions about CAP, clarify that the CAP details are available on the portal.

  1. Guide the partner to access the Portal to find information about the maximum payment limit per user;
  2. Go to the Finance section and select the relevant Month;

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  3. In the payment details, click on Check-ins to see the details;

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  4. Select ‘How does this calculation work?’ to see the details for each user

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  5. It’s also possible to check the CAP value in the Partnership portal section
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  6. Submit the ticket as Solved.
  7. If the partner wants to review the contract, follow the process of Contract Review.

📌 Categorization: Gyms::Payments & Performance Indicators::Explain how payments work::How are the payments calculated

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Volume discount condition

📍 The amount paid

Partners can view the payment amount from Gympass on two pages: the report page and the finance page.

Note: For partners with a volume discount specified in their contract, the report page does not indicate the applied discount.

  1. Go to CRM and check if the partner has the volume discount condition;
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    a) If it says Yes, follow the volume discount steps.
    b) If it says Not, understand the difference between the partner amount and the value paid by the Gympass
  2. Explain to the partner that a ticket will be open to the specialized team and the SLA is 5 business days;
  3. Categorize the ticket as Gyms::Payments & Performance Indicators::Questions about the payment amount::Wrong amount paid.
  4. Submit the ticket as On Hold.
  5. Follow the process to open a JIRA to the PD team.
  6. Once the JIRA is solved, answer the partner with the solution. Submit the ticket as Solved.

📌 Categorization:  Gyms::Payments & Performance Indicators::Questions about the payment amount::Wrong amount paid

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How these two conditions work

📍 The rules and the payment for No Show/ Late Cancel

A late cancellation or no-show can occur only if a user books a class through the app.

  • Late cancellation: Users can cancel bookings within a set time, usually chosen by the partner in the system. If a user cancels after this time, they'll lose the day's check-in.
  • No Show: It is considered a no-show when a user fails to attend a booked class without canceling it, leading to a loss on that particular day’s check-in.

📌 Categorization: Gyms::Payments & Performance Indicators::Questions about the payment amount::Doubts on class canceling/no show rules

Late cancel and no-show payments are determined in their contract; some partners include these payments, while others do not.

  1. Check in the CRM if the partner has the payment condition.
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  2. If the partner has this condition, explain that the payment for late cancellation and no-show will be processed together with the check-ins. The specified amount in the contract will be applied accordingly.
  3. The partner can also check the Late Cancel and No Show value in the Partnership portal section
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  4. If the partner does not have the condition, explain that according to the contract Gympass does not pay Late Cancel and No-show.
  5. Categorize the ticket and submit the ticket as Solved.

📌 Categorization: Gyms::Payments & Performance Indicators::Questions about the payment amount::Late cancel / no show not considered in the payment

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Adjustments and bonuses

📍 Payment adjustment or “negative bonuses”

For partners who are not yet on Tagus and already have the "First Free Visit" commercial condition, a manual payment adjustment is made by the Partner OPS team. The adjustment consists of removing the value of the free visit and adding a "negative bonus" to these partners.
As these are manual adjustments to the First Free Visit commercial condition, the updates will not yet appear in CRM or Darwin. To understand and consult the calculations, check out the spreadsheet Manual_Calculations_Unification.

How to deal with partner complaints about negative bonuses

  1. Assess the Partner's Situation
    a. If the partner is not listed in the Active Payments Breakdown tab of the Manual_Calculations_Unification spreadsheet, explain that the negative bonus is a commercial condition specified in their contract.
    b. If the partner is listed in the tab, proceed to the next steps.
  2. Explain the First Visit Condition, informing the partner that the first visit is also a commercial condition. Advise them to verify the details in their most recent contract.
  3. Process Contract Copy Requests
    If the partner requests a copy of their contract, follow the Contract Copy process.

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📌 Categorization: Gyms::Payments & Performance Indicators::Explain how payments work::How are the payments calculated

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Due date

📍 The payment date and the potential rescheduling

Inform the partner that payments are processed on the 15th of each month. If the 15th falls on a non-business day, the payment will be made on the next business day.

  1. To access the payment date, go to the Portal.
  2. Go to the Finance section;

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  3. Submit the ticket as Solved.
  4. If the partner had an issue with the payment on the initial payment day, inform them that the payment will be rescheduled for the next payment day, which is the 25th if the problem occurred on the 15th or the 7th of the following month if the issue was on the 25th.

📌 Categorization: Gyms::Payments & Performance Indicators::Explain how payments work::When is the payment date

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Invoice for tax purposes

📍 Questions about Invoice

If the partner inquires about whether they should create an invoice for Gympass, clarify that the invoice should be directed to the user, as Gympass acts as an intermediary for the partner's services.

📌 Categorization: Gyms::Payments & Performance Indicators::Explain how payments work::Other questions

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How to download

📍 The income tax document
  1. To download the report in the portal guide the partner to follow these steps:
    a) Open the reports page
    b) Select the Location Summary
    c) Select the date
    d) Download the list
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  2. Categorize the ticket and submit it as Solved.

📌 Categorization: Gyms::Payments & Performance Indicators::Explain how payments work::Other questions

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Retro check-in 

📍 The partner is asking about the retroactive payments

After the partner has completed the Retro Check-in process and Gympass has approved it, the payment will be included along with all the other check-ins in the regular payment cycle.

📌 Categorization: Gyms::Payments & Performance Indicators::Explain how payments work::How do retroactive payments work

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