As an Enrollsy admin, you may encounter customer accounts in different balance states — a zero balance with no invoices, a credit with no upcoming invoices, or a credit alongside scheduled future invoices. Each situation calls for a different response. This article explains what each scenario means and what action, if any, you need to take.
Zero Balance with No Invoices
If a customer's account shows a zero balance and has no current invoices, no action is needed. Enrollsy will automatically reflect the balanced status, and you can move on.
Credit Balance with No Invoices
If a customer account has a credit (positive balance) but no current invoice exists, here's what happens and what you can do:
The credit cannot be applied yet. Since there's no open invoice to link it to, the credit will simply sit on the account.
Future invoice? The credit applies automatically. When the next invoice generates, Enrollsy will apply the available credit toward it — no action needed from you.
No future invoices? Issue a refund. If the customer won't have any upcoming invoices, you can refund the outstanding credit amount. When processing the refund, select the Refund payment and leave invoice open option — this is correct because a credit already exists on the account rather than an open balance owed. Once processed, the account will sync and update during the next periodic sync throughout the business day.
Credit Balance with Future Invoices
If a customer account has a credit (positive balance) and one or more future invoices are already scheduled, you have a few options:
Let the credit auto-apply. The credit will automatically be applied to the next invoice when it generates. No action needed if you're comfortable waiting.
Leave the credit and let it roll. The credit will be consumed by each future invoice as they're generated.
Delete the future invoices. If the invoices are no longer needed, you can remove them through the payment plan — either by deleting the plan entirely or removing the specific future payment events/amounts.
Consolidate into a new invoice. Create a single new invoice that combines the total of all remaining future invoices. The payment will sync to the new invoice during the next business-day sync, or you can request an Account Reconciliation sooner by opening the chat and navigating to View Support Menu > Account Reconciliation.
Need Help with a Refund?
If you need to issue a refund for a credit balance, see the step-by-step guide: How to Issue a Refund.
For questions about specific payment scenarios, additional help is available in the Invoices, Charges & Discounts section of the help center.