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Billing: Communication FAQs

Josh
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Billing Communication FAQs

Do I have to set up billing auto reminders?
No, there are already several automatic reminders configured by default to help you communicate with parents.

They include balance statements, payment receipts, and overdue reminders.

You can read more about this and learn about managing these automatic communications within our  Settings: Billing Setup Page article in the Email Notifications Settings section.  
How do I send text reminders for payments?
Currently, automated reminders are only supported via email, but, you can manually send out a bulk text at any time. Read more about sending texts in our Sending Text Messages article.
Can you build an automated communication plan for emailing a statement right to parents before the payment is due?
Parents/guardians that are financially responsible will automatically receive a reminder 2 days before the payment is due.

In addition, under Settings > Financial > Billing Setup, in the Email Notification Settings section, you can enable Automatic Statements and overdue notices to be sent. 
Check out our Settings: Billing Setup Page article to learn more.

Billing statements can also be sent at any point in time on an individual basis within the payer's record by clicking on the Send Statement button. The payer will receive the Statement Updated email.

This is useful when adding charges, credits, and/or payments to an individual ledger. Please note, manually sending billing statements in bulk is not available at this time.
How do I customize the Billing emails with my school banner/logo?
Review our Billing Communications article to learn which Billing templates are customizable.

Adjustable billing emails are found under Settings > Communication > Email Templates > Billing Emails. Please note, the Billing Statement and Tax Statement are both letter templates found within Settings > Communication > Letter Templates.
Will the parent/payer get an automated updated statement email if a charge is added or a credit is applied?
Not at this time.  When adding charges or credits within the payer's record, click on the Send Statement button to send an updated statement to communicate recent changes.  
The parent/payer will receive the Statement Updated email. The template for this email can be edited within Settings > Communications > Email Templates > Billing.
Can I manually send additional overdue email communications?

Yes, you can manually send additional overdue emails. The system overdue email is sent immediately once the payment amount is overdue, which is determined by the overdue threshold and Grace Period being met or exceeded. If you'd like to send an additional communication, you can:

  • Create a custom report within the search & reports page to look for Account Overdue is YES within the Contact Record Data search criteria.

  • Next, you'll want to send an email to the selected contacts since the criteria is pulling all payer account names that are overdue.

Can I hide the tax statement within the Parent Portal?
Not at this time. However, the tax statement can be customized within Settings > Communication > Letter Templates > Tax Statement.
If a contract is deleted, will the parent/payer still receive billing communications?
If there are items/amounts due on the parent/payer's ledger, they will still receive all billing communications. The ledger will need to be adjusted to a zero balance if no further billing communications should be received.
Will billing statements/upcoming payment emails go out each month for families on semi-annual or quarterly payment plans?
Regardless of the payment plan, billing statement emails, and upcoming payment emails will be sent either if the upcoming current balance due for that month is a positive balance or credit balance. In other words, only if the balance that is due for the payer is $0.00, no email is sent. If the parent payer has any positive balance or negative (credit balance), they will receive the email for that month.
Can I turn billing communications off for individual payers or a group of payers?

Not at this time. Automated billing communications will be sent either if the ledger has a positive balance or a credit balance.

In other words, the only way a payer would not receive billing communications is if the balance that is due for the payer is $0.00. If the parent payer has any positive balance or negative (credit balance), they will receive billing communications.

Will Upcoming Payment and Upcoming Statement emails be sent if the parent/payer does not currently owe a balance?

If enabled, the Upcoming Payment and Upcoming Statement emails will be sent if a parent/payer owes a balance on their ledger OR if they have a credit balance.

For example, if a payer owes a balance of $100 they would receive these emails OR if a parent/payer has a negative balance (credit balance) -$100, they would also receive these emails.

Read more about Billing Communications here.

Can I set up an automated communication plan (PRO feature) for accounts that are overdue for "x" number of days?
Not at this time. The system overdue email is sent immediately once the payment amount is overdue, which is determined by the overdue threshold and Grace Period being met or exceeded.

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