Primary carer changes are quite involved and should be avoided unless necessary.
Xplor advises that if this is your first primary carer change, you should contact the Support Desk for assistance. Please note that the Support Desk cannot complete this request for you but can give you guidance over the phone.
The below should be used to refresh your memory and as a guide for future changes.
Rejecting Scheduled Payment
If you charge your families by direct debit, Scheduled Payments are generated on a Friday, for whoever is the primary carer/account holder at the time.
That means that if you perform a primary carer change after a Scheduled Payment has been generated, you will need to reject it for that week, or else it will be credited to the former carer's account.
You can 'Generate One-Time Payment' under the scheduled payments tab, to schedule a payment that week for the new carer.
The new carer will need to re-add their payment details. Primary carer needs to set up bank details again before you can schedule them a new payment.
Removing Future Bookings
When you change primary carers, an overlap in bookings can occur on the accounts.
Please read the below scenario to understand how overlap can occur:
If you charge your parents 1 week in advance;
Normally 'Parent 1' would pay these fees. Once Parent 2 has ownership of the account, they become responsible for the fees. This can cause the fees for the same sessions a week in advance to appear on BOTH PRIMARY CARER ACCOUNTS.
To avoid this, you should delete future bookings for the child, before you change the primary carer to Parent 2, so they no longer appear on the account statement. You can restore any deleted bookings after the carer change.
If you charge a week in arrears;
Overlap may be unavoidable and the debt should be reconciled between primary carer accounts (if the old primary carer has paid for the past bookings, then the new primary carer should not be charged for the bookings/old primary carer hasn't paid for past bookings, then new primary carer should be charged for the bookings).
Lastly, do not remove sessions which have already been submitted to the government!
If you have attempted to change the primary carer (by creating a new parent profile and ticking the primary carer box) but a warning message pops up saying the balance is not 0, please follow the steps below.
This means there is still a debt/credit on the current primary carers account - it will show the amount on the error screen. (Remember a negative number means they are in credit.) This means the balance of the existing primary carer must be changed by this amount to equal $0 before you can change them to another primary carer.
If they are in credit - charge an adjustment fee of X amount.
If they are in debt - charge a adjustment credit of X amount.
Settle the account balance to $0 on the existing primary carer account. This means either having the parents pay the balance by direct debit or make a manual adjustment yourself by making the existing primary carers account $0.
- Go to "Financial" > "Parent Accounts" > Go to the current primary carers statement & take a note of the existing balance (write it down somewhere as you need to remember this number!) > You can also take the owing amount directly from the warning message that pops up like the image above.
Next, you want to bring the account balance to $0 by the amount you have documented above.
- Go to "Financial" > " Financial Adjustments" > "Add". (See below image)
- Select the name of the child and select today’s date as the state date (ignore the end date).
- If the account is in credit you need to charge the account that amount to make it $0 so select Miscellaneous Fee under ‘Type of Adjustment’
- If the account is owing you need to credit the account to make it $0 so select ‘Discount/Credit’ under 'Type of Adjustment'
- Select any fee item you feel comfortable with from the item drop down box.
- Add a comment 'primary carer change balance adjustment.’
- Enter the balance amount in the Amount section to the exact cent.
- Check the maths! Contact support if you need help!!
- Hit save!
Wait for this to register in the ledger (Financial > Parent Accounts > Check that the balance is now $0) (AKA for the back end of the system to recognise the account balance is now at $0). If yes, continue to step 4. If no, please wait just a little longer for it to register and trust yourself! You can always try Step 4/5 at this point, but if it doesn't work it means the system has not registered the balance adjustment yet.
If necessary, go to the 'Parent/Guardian' tab and "Add New" parent profile for the new primary carer and click "Save" (If they dont already exist on the profile). You can also use the "Add Existing" for parents whose emails already exist on the Xplor system (they might exist already on a sibling account). Click Save at the bottom of the screen before you tick the primary carer!
Go to new primary carer profile in the parent/guardian tab and tick the box next to Primary Carer on the profile that you would like to set as the new primary carer. Press 'save' at the bottom of the page!
Correct the balance using Financial > Financial Adjustments > Add (Either add a "FEE" to add a DEBT onto the account, or add a "credit" to add a credit back onto the account).
After waiting for the adjustment to reflect, check that the finances have been restored to the new statement.
Re-add any removed bookings in the future
If you removed any bookings, re-add them to the child in the Master Roll or in Bookings. If there are any bookings that have already been paid for, please credit the account so that they do not have to pay for these bookings again.