Abacus CX FAQ

If a left child is showing up on your invoice run, this will be because they have some sessions or products booked in which have not been invoiced for, or a credit note was raised for the original invoice - which means it must be re-invoiced.

If you click on the plus (+) sign which appears next to their invoice and then on the magnifying glass, you should be able to look at the breakdown of what is being picked up (you will have + signs next to sessions).

You can then make a decision as to whether you still need to invoice for these or not. If you do not want to charge for these then you can either remove the sessions/products completely or you can add a flat rate charge of £0 and run the old invoices without a cost.

Here is a help file on adding a flat rate charge:

  • Left Child on Invoice Run
  • Quick Pay and Account Balance Different
  • Emailing Invoices

If a child is not showing on your invoice run there are normally two things that have caused this:

  • The child already has an invoice processed for that period.
    You can check this by going into Children > Accounts > History > Check to see if there is an invoice for that period already showing
  • If the child is a fee planner child, the only way that they will show is by going into Finance > Invoice > Fee planner.

If you notice that the invoice value is not correct before processing it, you can investigate by following these steps:

**Enter in search information to bring the invoice up on your screen** > click on the plus sign (+) next to the child’s name > Click on the magnifying glass on the right-hand side. This will now take you into the invoice itself so you can look into.  You can click on the plus signs (+) on the left which will allow you to see a breakdown.  This will allow you to see the calculations that are being applied and will enable you to see what changes need to be made.

**Please note, account corrections should not be used often and in most cases, the account history should be looked into first to enable you to see why the account balance is wrong. Please also be aware that any account corrections do show on financial reports.  If needed, you can run a product report to see how many account corrections you have used**

If you need to make changes to a child’s account balance manually, you can add a product to ‘force’ the account balance to be what you would like to show. To do this, follow these steps:

Children > Accounts > Extras > Click on the green plus (+) sign > Account Correction > Enter Amount:

If the child’s balance is owing money and you wish to bring their balance down, you will need to enter a minus product. If the child’s balance is a minus and you’d like to bring the account balance up you will need to enter a positive product > Enter quantity as 1 > Save.

You need to process the product instantly for the account balance to change. To do this, just tick the box on the left-hand side of the product > Click on the piece of paper with a green arrow to process the product > Close. The account balance should now be changed.

You can take a child’s discount off by following these steps:

Children > Accounts > Discounts > Apply Discount to ‘None’ > Save.

*Note, you do not need to untick any boxes or take the discount amount out*. Once you have saved to None, you can check at the top right to ensure that both discounts show as £0.00.  There will no longer be any discounts on that child’s account for any new invoices processed.

This is likely to have happened due to a ‘flat rate’ charge being entered.

A ‘flat rate’ charge is automatically applied per invoice type. Eg, if the child is on the invoice type ‘calendar monthly’, the flat rate charge will apply per month. If the invoice includes a session from a previous month, the flat rate charge will double as it will apply itself not only to the previous month but also current month.

There are two things that you can do to fix this:

  • If the previous month had an extra session, you can change the flat rate charge by going into Children > Accounts > Charges > Flat Rate Charges; Apply to Regular Sessions Only
  • If the previous month is a regular session you will need to process this month before the current month to bring the account up to date.

For the system to be able to calculate a child’s sessions on a standing order basis, the sessions will need to be booked in from the 1st of the month and be consistent throughout the whole month. If there is a change in the booking pattern from any date that is not the 1st of the month, the system will then charge on a calendar monthly basis for that month only.

If you do need to charge the invoice at a certain amount, you can enter a flat rate charge for that month only:

How to add a flat rate charge

The primary carer will always get a copy of the invoice (even if they are not paying for it).  If you wish to set up an additional bill payer, follow these steps:

How to add a secondary bill payer link

If the primary carer does not need to receive a copy, or if you need to set up a new main contact, you can swap the primary carer by following these steps:

Families > Select the current primary carer > overwrite their information with the new primary contact > Save.

All new invoices will now be addressed to the new primary carer.

If needed, you can then change the original primary carer as a secondary carer:

How to add a secondary carer

If you need to transfer credit from one sibling to another, you can add a product as a sibling transfer.

To do this, follow these steps:

Children > Accounts > Extras > Click on the green plus sign (+) to add a new product > Select Sibling Transfer.

For the child that has is carrying a credit balance, enter the amount you wish for them to give to their sibling as a positive figure. For the child that is currently owing money and you wish to take off the account balance you will need to add the same product – but entering a minus sign before entering a balance.

*If you do not have a product set up called ‘sibling transfer; you can set this up by following these steps:

Settings > Products > Click on the green plus sign > Enter Details on the right > Save.

If the child’s balance is incorrect, firstly, check the account history to see if you can spot an anomaly:

Children > Accounts > History > Always ensure that the account history is in date order with the oldest at the top and newest at the bottom (you can do this by clicking on the word ‘date’ directly under History). This will now allow you to read through the history a lot easier.

When an invoice or payment has been made or deleted you can check the running balance on the far right each time a transaction has been made, allowing you to see the process on how it has got to the current balance. You can also check to ensure all live invoice and payments are the correct amount. Please note any invoices that are coloured brown do not need to be looked at as these are credit notes and are not calculated in the child’s balance.

If you notice that there has been a payment added incorrectly you can delete the payment by:

Reverse payment 

If you notice that there is an invoice that is incorrect and need to cancel the invoice you can raise a credit note by:

How to raise a credit note

If you amend a child’s booking pattern for a period that has already been invoiced, this will always raise a credit note (and the invoice will be cancelled). The system will never automatically rerun an invoice for you, which is why the account balance may appear to be incorrect.

You need to rerun the invoice to bring the account back up to date by going into:

How to process one invoice

The room that is displayed on the Children > Child Summary tab is the last room that the child was scheduled in to, not necessarily the next room that they are going to be in. Eg if a child was scheduled into the Baby Room for July, but was due to go into the Toddler Room in September, throughout August the Child Summary tab will still be displaying Baby Room. The child Summary tab will update as soon as the child changes room.

When scheduling in a free entitlement session, select the room that this extra session is going to be booked in to - otherwise the system will try and predict which room it believes the child should be in.

Check to see in which room the extra session is booked:

Children > Sessions > Select the week that the extra session has been booked for > hover your mouse over the red extra session and the system will confirm which room they have been booked in to.

To select the correct room you need to rebook the extra session:

Children > Sessions > Schedule; Extra Sessions > Select the correct week > Select the session type > Select the correct room > take out the current extra session > Rebook the new extra session > Save. They will now be in the correct room.

There may be a few different reasons as to why you are unable to schedule in your free entitlement.

No funding group selected:
If you go into Children > Sessions > Schedule and Free Entitlement is not showing as an option, this is because the free entitlement group has not yet been selected. To select the group, go into Children > Accounts > Discounts.  You can then select the free entitlement group on the right. Then Save.

The free entitlement term hasn’t been added: If the term has not yet been added, you will not be able to schedule any free entitlement.

To check the free entitlement term go into Settings > Free Entitlement > Click on the A symbol next to the free entitlement group

You will then have a drop-down list at the top in the middle.  Click on this and you will be able to check which terms have been added. If the term in which you are trying to book funding is not there, you can add it by following these steps:

Add Term > Enter Details in on the right-hand side > Save.

Eligible at 2 years: If the child is eligible for 2-year-old funding, ensure you tick the ‘eligible at 2 years’ as follows:

Children > Accounts > Free Entitlement; Eligible at 2 years

If you notice that you have either free entitlement or regular sessions showing throughout your half term period, this is because your next term hasn’t been added yet into the system. Once the dates for the next term have been added, these half term sessions will be removed

You can make changes to your term dates by following these steps:

School Terms for Regular Sessions:

Settings > School Terms > Add Term > Add these in Part 1 and 2

Free Entitlement Terms for Funding Sessions:

Settings > Free Entitlement > Click on the A symbol next to the funding group > Add Term > Enter Details in on the right-hand side > Save.

You can make a child term-time only by following a few simple steps.

Go into Children > Child Summary > Select the correct child > Misc Details > Term Time.

  • You need to ensure that you click on the yellow edit pencil at the top right before ticking the term time tick box. If the yellow edit pencil has not been selected you will not be able to make the child term time. Remember to click on save.
  • If the child is on a standing order invoice type, you will not be able to change the details to term time. You can check if this is the case by going into Children > Accounts > Invoice Type at the top right. If the child is standing order you can change their invoice type by going into Charges.

Although the children are siblings and will have the same primary carer, they may have different secondary carers (eg father, grandparents etc… Changes can be made to assign the same primary carer to both children on the system by following these steps:

  • Go into Abacus, and click on Families
  • Select the Family you wish to assign carers for
  • Click on the siblings box you wish to add the carers to (the red line should go around their box)
  • Click on the box that says ‘Add/Pick Carer’
  • Then click on ‘Pick’
  • You will have a list of all carers in alphabetical order on the right hand side. Select the carer you to wish assign to that child
  • Complete any additional information on the left hand side
  • Save
  • This carer should now be assigned to both children

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