Summary: Some card batch declined payments were not posting to family ledgers. This caused family balances to appear as paid even though the payments were actually declined.
Action: Manually post any missing declined payments to the affected ledgers. A detailed list of all unposted declined payments within the impacted date range will be provided.
Next Steps
Open the Process Tuition Express screen to ensure your data is up to date. Check the ledger and history before making any manual changes. If manual corrections have already been made, no further action is needed.
Navigate to Family Data & Accounting.
Open the family account you want to update.
Click the Ledger icon to view the transaction history.
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Confirm that the declined payment has not been posted to the ledger. You can do this by looking at the ledger or using the payment reconciliation tool.
On the Ledger, click a blank line to add a new entry. You can add or update payment descriptions under System Configuration > Charge/Credit Descriptions if needed.
Enter the following details:
Date: The date of the original transaction
Description: Your usual description for declines (e.g., CC Decline)
Comment: CC Decline/Return
Amount: Enter the payment amount as a negative value to adjust the balance correctly
Click Post & Exit to save your changes.
Payment Reconciliation Tool
The Payment Reconciliation Tool can be used when a digital payment is successfully processed but does not post to the account ledger. It cannot be used for ACH payments.
For more information see: Reconcile Digital Payments.
FAQ
A parent says the payment was approved and doesn’t believe it was declined. What should I do?
Explain that a system issue caused the declined payment not to appear in the ledger, which made it look approved. Let the parent know the payment did not process successfully and encourage them to verify with their bank if they have concerns.
Will missing card declines show on reports? What Tuition Express reports should I generate?
Yes. All card declines appear in the Credit Card Declines report. While some may not have posted to the family ledger, they have consistently been captured in this report. This report encompasses card declines included in a batch and POS transaction declines.
Will correcting the ledgers increase the family balance?
Yes. Once declined payments are manually posted, the family balance will increase to reflect the correct amount owed. Each center can decide how to manage repayment, for example, collecting the declined payment with the next tuition draft or arranging an alternative schedule with the family.
Will missing ACH declines show up in the payment reconciliation list?
The tool only displays credit and debit card transactions, so ACH returns do not appear.