The invoice is double the amount it should be. How can I fix this?

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.

My standing order invoice is not calculated correctly:

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

How to change bill payers:

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

I need to be able to transfer money from one sibling to another:

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.

The child’s balance is wrong:

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

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