Manage failed payments

Failed payments lists all account-specific failed payments on the left of the page and payment details tied to the record on the right, streamlining the process for reviewing failed payments.

To get started, log into the application, navigate to the Billing management overview, and under Needs attention, select Review failed payments.

 

Handle payments to unapply them from charges

Handle payment is an automatic process that unapplies a failed payment (either a regular payment or enrollment deposit) from a charge, eliminating it from balance calculations, preventing it from being applied to new charges, and removing any associated processing fees.

Note: Failed payment notifications are not sent to payers until a failed payment is handled by a Billing clerk.

1. Select a payment on the left side of the page.

2. Select Handle payment.

3. Review the Handle this failed payment? prompt. If a processing fee is associated with the payment, the prompt details the charge amount and whether the charge will be reversed or deleted.

4. If a Failed payment fee is configured for the billing year, select Add failed payment fee? to charge the student. The option is selected by default and displays the fee amount.

   The Transaction comment is prefilled with the reason the payment failed, up to a 50-character limit. Review the comment before you continue, as it is visible in the payer portal and on statements.

   Note: If a failed payment fee already exists for the payment, the option does not appear and another fee cannot be added.

5. If the payment has been posted to the general ledger, enter the reversal date used to automatically create the distributions.

6. Select Handle payment to confirm the action.

Once completed, these transaction types have distributions created automatically with post dates matching the reversal date. The transactions’ status changes to Reversed and are removed from payer-facing areas, such as statements, and in balance calculations and reports. Reversed transactions remain for reference by Billing clerks in areas such as the Recent payments list, where Billing clerks can additionally see the reversal reflected in the records’ change history.

If you added a failed payment fee, the failed payment record links to the resulting charge.

 

Retry failed Auto-Pay payments

Auto-Pay payments that fail to process are capable of being retried to complete the transaction. Auto-Pay payments may fail to process due to network reasons.

1. Select a payment on the left side of the page.

2. Select Retry payment.

Note: Payers are notified of one-time payment processing failures at the point of transaction.