Office Web: Financial - Scheduled Payments

The 'Scheduled Payments' tab is used to view any payments automatically generated by the system according to the billing schedules set up in parent profiles.

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How scheduled payments work

On Friday at the end of each week, payments will automatically generate by the system to be ready for the next week of scheduled payments. 

A scheduled payment will only generate if:

  • Your service is set up with a payment gateway
  • The account holder has saved their bank details
  • Th payment plan is 'active' (if you have recently added a new payment plan in, it is essential to make sure that the 'Effective start date' of the payment plan is on a "Monday" date.)
  • The child profile is active

The balance generated at the time takes into consideration fees/estimates for the next scheduled payment.

If the balance changes (e.g. CCS entitlement changes, fee adjustments, adding/removing bookings) between the time the payment is automatically generated and payment day, the "Amount Due" column may vary. This is why you may find the "Amount Due" column and "Deductible Amount" may differ from each other for some accounts. 

Please note that, at 12:00pm AEST daily, the system automatically adjusts the Deductible Amount to the Amount Due, but only if the Amount Due is lower (not if the Amount Due is higher).

Adding a manual one-time payment

You can add a manual one-time payment for a family via Financial > Scheduled Payments > 'Generate One Time Payment' (in the top right hand corner).
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Please note: Each account can only have one payment per day. Please read tab below if you need to reject or adjust an existing scheduled payment.

Rejecting or adjusting payments
  • You have until 1:50pm AEST of the account payment day to make adjustments. Please ensure you adjust or reject payments if necessary before this time. 


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Scheduled payment statuses
Status Meaning
Approved Approved by the service to send to the gateway (i.e. Xpay, Ezidebit) on the day listed.Payments will typically generate on Friday night for the following week with Approved status.
Pending Sent by Xplor to the gateway.Pending status is normally skipped by credit card transactions and up to a day for direct debit transactions.
Submitted Gateway has confirmed receipt of scheduled payment with Xplor; payment will now be listed on family's account.Submitted status should not last more than 5 working days, which is the settlement period.
Completed Gateway has fully processed the payment
Rejected by Payment Gateway  Payment has been rejected by gateway; payment may be listed as 'Reversed' on family's account. Click on the status itself to find out more information. All payments should either be completed or rejected after 5 working days.
Rejected The payment was manually rejected by a user at your service. Click on the status itself to find out who. The reason should appear in the "Comments" column. 
Scheduled Payment FAQ's

Why is a parent not being charged?

  • Balance may be less than $0 at the time the payment was automatically generated
  • Parent details may not be saved. There are two options to check this: 
    • Go to Profiles > Parent/Guardians > select parent > Scheduled Payment SettingsScreen_Shot_2019-10-04_at_12.20.35_PM.png
    • Check Reports > Service Reports > No Bank Details 
  • You have just created a new payment plan for the account, and did not set the effective start date to be on a Monday date. You can manually generate a payment for this week. It should be functioning regularly going forwards.  
  • Parent has saved their bank details after payment was automatically generated on a Friday
  • "DO NOT DEBIT" is ticked on the parent's scheduled payment settings

Why are my parents billing schedule set on Weekly on a Thursday?

This is the default billing schedule when you first moved to Xplor. 

What is the difference between Amount Due and Deductible Amount columns?

The balance generated at the end of each week takes into consideration fees/estimates for the next scheduled payment.

If the balance changes (e.g. CCS entitlement changes, fee adjustments, adding/removing bookings) between the time the payment is automatically generated and payment day, the "Amount Due" column may vary. This is why you may find the "Amount Due" column and "Deductible Amount" may differ from each other for some accounts.