This content is for our legacy billing platform. Update to our newest experience!
Sometimes a parent’s payment does not go as expected. Being aware of these occurrences and following up in a timely manner is vital to ensure that programs is paid for services rendered and to make sure parents are aware of what is happening on their student’s billing account.
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If a payment made against a balance fails, brightwheel will immediately alert both the program administrator and the parent via email.
If the parent’s financial institution has shared a failure reason, that reason will be included in the email. If there is not a stated reason, the parent should reach out to their financial institution for further information.
If a payment to your program fails, we recommend you get in touch with the payer directly to resubmit that payment. Once they're ready, the parent can submit a new payment against the balance due.
Please Note: If the failed payment was made via Autopay, it will not be automatically attempted again until the next statement becomes due. The parent or payer must manually make the payment through their brightwheel account.
It's very rare, but occasionally a parent's payment fails after brightwheel has already made that deposit into the program’s account. When this happens, brightwheel will need to deduct that payment back from your deposit account to reconcile those funds.
If your program has funds being deposited for other payments when this payment fails, then the negative amount will be grouped in with that deposit, lessening the amount that posts to your bank account. Details about this deduction can be found in your Deposit Details Report.
If there are no funds being transferred to your bank account at the time the payment fails, then you will see a withdrawal from your account for the amount of the payment originally deposited.
Payment disputes (also known as Chargebacks) can be filed by a payer with their credit card company or financial institution anytime, anywhere, and for any type of transaction. Once filed, the payer's credit card company or financial institution will begin an investigation to ultimately determine if the payer wins (receives their money back) or loses (does not receive their money back) the dispute.
To learn more about disputed charges and how they may affect your program, please see our Disputed Charges resource.
Who should parents contact with billing questions?
Payers who would like to discuss charges, payments, credits, refunds, or payment plans should reach out to their provider directly. Each program is responsible for managing charges and refunds, and providers will be the most knowledgeable about charges added to a student's account.
Parents who have questions about managing payment methods, submitting payments via brightwheel, or navigating their student's billing account are encouraged to contact brightwheel's Support team at firstname.lastname@example.org - we'd love to assist!
For more info, see Who should parents contact with billing questions?