Billing mistakes in Enrollsy tend to go one of two ways: charges that were never applied to an Enrollee's account, or charges that were applied when they shouldn't have been. This article covers both situations and how to correct them, whether an Enrollee was added manually, enrolled in bulk, or charged twice by accident.
Add a Charge That Was Missed for One Enrollee
If an Enrollee was added manually but no charges are showing on their account, you'll need to bill them yourself.
Go to the Enrollee's or account holder's profile in Enrollsy.
Generate an invoice that includes the charges that should have been billed. If they've already made a payment toward this charge, make sure the invoice reflects that amount.
Save the invoice.
If the account should pay over time instead of all at once, set up a payment plan (see Set Up a Payment Plan below) so the charge is broken into scheduled payments.
Add Missing Charges for Multiple Enrollees at Once
If several Enrollees were added without being charged, use bulk invoicing to generate invoices for all of them in a single action instead of billing each one individually.
Navigate to the program or group of Enrollees in Enrollsy who need to be invoiced.
Select the affected Enrollees and run the bulk invoicing tool to issue charges to all of them at once.
Review the invoicing details before confirming, since this action affects multiple accounts at the same time.
Set Up a Payment Plan
After creating an invoice, you can set up a payment plan for accounts that need to pay over time. Payment plans are useful for:
Accounts needing to pay in installments
Managing recurring payments for future enrollments or charges
Troubleshooting Common Issues
Invoices not generating automatically: Check the Enrollee's settings to make sure their billing cycle is configured correctly.
Bulk invoice errors: Make sure every Enrollee you intend to bill is included in the selected group before running the bulk invoice process.
Refund an Accidental Duplicate Charge
Sometimes a charge is applied that shouldn't have been, such as billing the same item twice. Here's what happens on the account, and how to fix it:
The mistake is recorded in the account's Transaction History, which both you and the account holder can see if they're signed in to their account.
You can correct the mistake yourself. Depending on the situation, it will either be deleted or corrected with an additional transaction, such as a credit.
Example scenario: Let's say you accidentally charged an account holder for tuition ($150) twice, once automatically through Enrollsy's Auto-Pay, and once manually because you forgot Auto-Pay was already scheduled to run. Auto-Pay later collected a total of $300 from the account holder, and you notice the error before they do.
How to fix it:
Search for the account holder in the top search bar.
Go to their Transaction History and click the three dots beside the incorrect payment. Open the invoice the payment is on, or continue to the next step if it isn't attached to an invoice.
Click the three dots beside the payment (shown in green) and select Refund. If that option isn't available, the payment may be pending or dated today; in that case, select Void to delete the payment, then post a new payment for the correct amount and skip the remaining steps.
Click Refund to issue a partial refund for the duplicate amount ($150 in this example). Add a matching credit for the same amount on the refund screen to balance the account.
Confirm the account balance is back to $0.00 (assuming it started at $0.00).
The Transaction History for each account is a running credit and debit record: charges are debits (money the account holder owes), and payments are credits (money they've paid). When fixing a mistake, remember you may need to correct both the debit and credit side of the transaction, depending on what went wrong.