Everything about the recovery module🔎

In Xplor Gym the recovery system enables you to send to recovery agencies an Excel file with the information of clients who have debts related to a payment incident. These agencies are in charge of  doing the best for clients to pay off their debts linked to payment incidents.

When a certain amount has been recovered, the recovery agency reports information to the club which imports a file corresponding to the recovered amounts into Xplor Gym. 

The indebted client's situation can be settled in Xplor gym.

This article shows the detailed recovery process. 


To activate the recovery module, please contact your Xplor Gym Onboarding engineer.

The name and the code of your recovery agency can be viewable when it reports a payment, they can be set by your Xplor Gym counsellor.

Every month, you declare rejected direct debits ...

Initially, you declare payment incidents and rejected direct debits, clients are in arrears. To know everything about the rejected direct debits, you can see this article. 


Once the penalty for rejected direct debits validated and the incident declared, go to Financial actions>Recovery>Direct Debit Files Exports, and click on +New Export.


The export gets all indebted clients.

  • Name the export and filter on the club according to the position in the network. If you position on the branch, you can see all the clubs in the admin node. If you stay positioned on 'All clubs', the filter selects all indebted clients of all the clubs in the admin node. 
  • Next, define a period, that is to say the period when the club has reported payment incidents.

When you define a period, you select all clients who were declared as being indebted over this period.


Next, click on 'Save'



You can click on the export file on the dashboard. When you click on the export name, you are redirected to the tab 'Current files' that displays the list of all the clients present in the generated export. (subjects of a recovery).

Clicking on a greyed out line enables to open the member file of a client concerned, directly on the tab 'Debts and Due dates'. 

In the member file, there is a tag 'Recovery' at the level of keywords.



The export file is first 'Created', that is to say, the recovery is open.


Wait for the export file to get generated.You can refresh to update the export being generated > Actions: Update the export.

Once the export ready, it is 'Generated'.


Then you can download the file > Actions: Download the file. An excel file opens and shows the list of all the indebted clients over the period and the clubs defined in the export. 



A generated export file can be deleted > Actions: the cross

A message says: 


If you click on 'Confirm', in the member file, the tag 'Recovery' disappears. So if the club deletes the export file which has already been sent to the recovery agency, and the recovery agency sends the import file, this import file will be erroneous ; indeed, it cannot find any recovery file if the tag 'Recovery' is removed from the member file. 

green_tick.pngWhat is there in the export file ? 


Column A : Code payment – this code corresponds to the payment incident 

There is one unique reference per payment incident. 

Column B : Client's code

Column C : Client's gender

Column D : Client's surname

Column E : Client's first name 

Column F : Client's address 

Column G : Client's postcode 

Column H : Client's city 

Column I : Client's mobile number 

Column K : Date of the payment rejection 

Column L : Rejection Code – this box is filled in if it is a rejected direct debit ; if it is a rejection declared manually, this box remains empty. 

Column M : Amount

Column N : Rejection description 

Column O : Membership start date 

Column P : Engagement date 

Column Q : Membership name 

Column R : Client's email address 

Column S : Name of the club where the incident was declared 

Column T : Legal entity 


Once the export file sent to the recovery agency, this agency is in charge of getting the money from the clients and then sending back to the club a file with the list of clients who have settled their debts.

Next the recovery agency sends to the club a file which corresponds to the information in the export file previously generated in addition with the information about the debts which have been recovered.


Once the club has received the file from the recovery agency, it must import it.

To download the file, you click on the download icon > Actions: Download the file.

green_tick.pngWhat is there in this import file ? 

Columns including the essential information in this import file are filled in:

  • One column refers to the recovery agency.
  • Column D: 'client reference' that is to say the client's ID (can be filled in instead if the platform reference). If the client has several incidents, instead of having several lines per payment reference, you can put a single line with the client's ID and the total amount that this client has settled.
  • Column E: 'platform reference' corresponds to the payment to be recovered.(this reference corresponds to column A in the export file)
  • Column G: the client's surname and/or first name
  • Column H: the payment date, that is to say the date when the client has settled the debt.
  • Column I: the amount paid by the client - this amount can correspond the full debt or part of it.

Click on the tab 'Direct Debit file imports', then on +New import. This import informs that the list of clients included in the file have fully or partially paid the debts which were to be recovered. The recovery agency is specified here, as you have informed our teams about it which allowed them to configure it beforehand. To import the file, click on the zone 'Drag and drop a new file' and select your file. 


Finally click on 'Save'.


At this point, on the dashboard, you can see:

  • Dispatch number
  • Sending date
  • Recovery amount
  • Number of lines imported
  • Status
  • Action

A new line appears on the dashboard with the date when you import the file, its status is 'Created'. 


When the import is completed, a green tick appears at the status level. Clicking on the name of the imported file (import.csv) enables to come back to the tab 'Current files' and see the imported client(s) and and check their 'Closed' status. The given amount under 'Amount recovered' corresponds to the total amount of the recoveries which were in the import. 


To know

If the imported amount is higher than the recovery amount, an overpayment is generated.


When the client has recovered her/his debt and when the recovery is completed, the tag 'Recovery' and the tag 'Debt' in the member file disappear.


If you open the financial tab and show 'All the operations', you can find out a 'Debt recovery' payment. This payment by debt recovery is automatically generated thanks to the recovery and allocated to the invoice that was in late payment.

To know

In the payment popin:

  • If you make a recovery import, there is no information about the recovery agency nor the payment reference.
  • If you make a payment by debt recovery manually, there is information about the recovery agency and about the payment reference.


If you filter on incidents, the corresponding incident is now 'closed' and in the invoices, the corresponding invoice is paid. In the detailed payment of this invoice, you can see that the rejected payment mode is crossed out and that the actual payment is debt recovery.


In the case where the client pays her/his debts at the club desk although her/his references have already been treated by a recovery agency, and that the club imports the recovery file containing this client's references, the recovery import deals with all the lines except that line which will be erroneous and will show that the file has already been dealt with. So the club must inform the client concerned and manage the situation (refund or credit note).




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