Members : What to Do When Monthly Dues Weren't Charged

If you discover that monthly membership dues weren’t charged for one or more months — usually because the back-end billing job wasn’t yet active — there’s a defined recovery procedure. This article walks through how to identify what’s missing, apply mass ledger adjustments to bring accounts current, and avoid double-charging members on the next regular billing run.

When to Use This

Use this guide when:

• You set up a new monthly membership class but discover later that members weren’t charged for one or more months.
• A back-end billing job was inactive during a period when it should have been running.
• You need to bring multiple member accounts current without billing them twice on the next regular cycle.

Before You Start

You’ll need:

• Manager or Admin access.
• A clear picture of which billing months were missed and which members were affected.
• A reconciled list of cancellations during the missed period (so you don’t charge members who already asked to cancel).
• Engagement with Club Caddie support — mass ledger adjustments and back-end billing-job changes are coordinated with the membership team.

Step-by-Step Instructions

Step 1: Audit which members are affected.

1. Go to Customers → Members.
2. Filter to the membership class(es) where dues were missed.
3. Cross-reference against any cancellation requests received during the missed period. Members who asked to cancel before the missed billing dates should NOT be billed retroactively.
4. For each member who used the membership during the missed period (played, made purchases, etc.), confirm they should be billed.
5. For each canceled member, expire their class assignment now if it isn’t already expired. See Members : Ending a Membership.

Step 2: Decide which months to recoup.

If online sign-ups happened during the missed period, the prorated first-month amount was already auto-collected at sign-up. You only need to recoup the unpaid full months that followed. Most courses recoup the most recent unpaid month or two — going back further can create chargeback risk.

Step 3: Apply a mass ledger adjustment.

1. Go to Customers → Members.
2. Click Membership Tools.
3. Select Mass Membership Adjustment (use this if you want to charge everyone in a class at once) OR Multiple Membership Adjustment (use this if you’re charging an individually-selected list).
4. In the pop-up, select Debit (debit adds to the member’s balance — this is what you want for recouping unpaid dues).
5. Enter the missed dues amount.
6. Add a description (e.g., "May 2026 dues — billing job activation").
7. Select the appropriate Chart of Account and Vendor.
8. Click Next.
9. Select the members or class to apply this to. For Mass Adjustment, you can search by class or select all. For Multiple Adjustment, you build the list as you go.
10. Click Apply.

See Mass and Multiple Membership Adjustment for full mechanism details.

Step 4: Charge cards on file immediately to clear the new balance.

After the ledger adjustment posts, each affected member with a saved card now has the missed dues as an open balance. To avoid showing two charges on next month’s invoice (the missed dues plus the new month’s dues), charge the saved card immediately for the adjustment amount.

Step 5: Verify the recovery in the Membership Adjustment Report.

1. Go to Reports → Membership Adjustment Report.
2. Filter to the date you ran the mass adjustment.
3. Confirm every affected member has the debit on record.
4. Spot-check a few member profiles → Membership → Ledger to confirm balances look right.

Notes

• NOTE: Don’t include canceled members in the mass adjustment. Expire their class assignment first so they don’t appear in the class filter, or use Multiple Adjustment and build the list manually so you control exactly who gets billed.
• TIP: The Mass Adjustment and Multiple Adjustment options are different. Mass = select by class with “select all” option, fast for a whole class. Multiple = build a custom list one at a time. Pick the one that matches the recovery’s scope.
• TIP: Communicate with members before they see the charge. A surprise debit looks like a billing error even when it’s correct. A quick email explaining “we recently activated monthly billing and your May dues were not billed at the time — we’re collecting them now” prevents support tickets.
• Important note: Coordinate with Club Caddie support. Mass adjustments and ad-hoc card charges typically involve back-end coordination. Don’t try to recoup multiple months across many members alone — get support on the call.

Troubleshooting

Members are seeing two charges on their next invoice.

The ad-hoc card-on-file charge wasn’t run after the mass adjustment. The balance from the missed month rolled into the next cycle. Solution: process the ad-hoc charge for the original adjustment amount now; the next invoice will then only show the new month.

The Membership Adjustment Report doesn’t show the adjustment.

The adjustment may not have been finalized. Re-run from Customers → Members → Membership Tools and confirm the Apply step completed.

A canceled member got billed in the mass adjustment.

You forgot to expire the canceled class assignment first. Reverse the adjustment for that member (apply a Credit Adjustment for the same amount with a description referencing the original debit) and expire the class going forward.

Related Articles

• Mass and Multiple Membership Adjustment
• Members : How to Perform a Ledger Adjustment
• Members : Ending a Membership
• Members : Membership and Billing Setup
• Reports : Membership Adjustment Report