Overview

During the billing process, it's important to communicate with your families about upcoming, current and past due payments for timely collections. To drive this process and save time on your end, there's two types of automated communications:

  • System automated emails that are sent by default during key points in the billing lifecycle.

  • Optional automated reminder emails to nurture the collections process further.

Let's learn more about what these templates are, when they're sent, and how to customize them for your process!


Billing Communication Setup

To get started with your billing communication workflows, you'll need to know what emails are sent by default, what emails can be turned on or off, and where your billing templates are located for customization and branding.

The Billing Setup page, located within Settings-->Financial-->Billing Setup is where you can customize the timing of your Upcoming Statement and Account Overdue emails. You also have the option to turn on a second or third notice for each email type, as shown below.

Communication Templates Overview

The billing communication workflow includes a series of email templates and letter templates.

  • Billing Emails are located within Settings-->Communications-->Email Templates-->Billing. These emails are sent out automatically by the system during different points of the billing process and should be customized with signatures, images, etc. Please refer to the Billing Setup page for delivery customization to your Upcoming Statement and Account Overdue emails.

  • Billing Letter Templates are located within Settings-->Communications-->Letter Templates. These include the Billing Statement and the Tax Statement. The Billing Statement is hyperlinked within many of the billing emails mentioned above and the Tax Statement is available to billing accounts within the Parent Portal.

Along the right you can 'edit' each template to customize the content, and you can 'revert to system default' at any point to start over with our system default template.

Billing Communication Workflow

There's a series of system automated emails that are sent at key points of the billing lifecycle as shown in the workflow below. Please note, this does not include the optional 2nd and 3rd upcoming statement and account overdue emails. These can be turned on/off and customized within your Billing Setup page.


Billing Email Templates

Overview and Best Practices

Below is a list of automated email templates that are sent during the billing process, as well as email templates that can be sent manually or optionally.  A few best practices for customizing your email templates include:

  • Add your school banner, logo, or any other images that you're using across all or most email templates.  

  • Customize and personalize the body of the email, the signature with billing contact information and any important links.

  • For all 2nd and 3rd Notice email templates, we recommend editing the subject line to indicate that the payer is receiving a 2nd or 3rd notice, respectively.

  • Please note, the Billing Statement that's linked in the email templates is a letter template that's located within Settings --> Communication --> Letter Templates --> Billing Statement.

  • IMPORTANT Note about Upcoming Statement and Account Overdue Emails: You can customize the frequency and/or disable the upcoming payment and account overdue emails within Settings --> Financial --> Billing Setup.


Billing Email Template Descriptions

Account Overdue: This email is sent immediately once the payment amount is overdue, which is determined by the overdue threshold being met or exceeded. It also instructs the parent/guardian making the payment to return to the parent portal or contact the school.  *Includes a link to the Billing Statement. (You can customize the Billing Statement in your letter templates as mentioned above). IMPORTANT: This email will be sent automatically each month that the account remains overdue. *Customization available in the Billing Setup page.

  • Note about unpaid deposit: If your school has a paper check option that's chosen by the parent and they do not submit the check by the billing day, or if an Admin hasn't recorded the payment within the payer's record, this email will still go out for an unpaid deposit.  The deposit charge will be added to the ledger with the associated date. On the billing date it will attempt to auto-withdraw, if set up. If no payment is made by the grace period (if one is set), then this email will go out.

Account Overdue - Second Notice: This is a 2nd email notification that will be sent to notify the parent/payer that their account is overdue. Best Practice: Edit the subject line of the email template to indicate that this is a second notice. *Customization available in the Billing Setup page.

Account Overdue - Third Notice: This is a 3rd email notification that will be sent to notify the parent/payer that their account is overdue. Best Practice: Edit the subject line of the email template to indicate that this is a third notice. *Customization available in the Billing Setup page.

Billing Day Changed: This email will be sent automatically once the Admin changes the individual billing date for a payer within the 'Overview' tab in the parent/payer record.  Click here to learn more. If a change is made to the global billing day within Settings-->Financial-->Billing Setup, you have the option to send an email to all billing accounts that the billing day changed, or to hold off on sending an email.

Payment Failure: This email goes out immediately to the parent/guardian making the payment if their payment method fails. It instructs them to return to the parent portal or contact the school. 

Payment Received: This email is sent immediately to the payer to confirm receipt of a successful payment.

Statement Updated: This email is not automated, and is only sent manually if the Admin clicks on the 'send statement' button in a parent/payer record.  If charges or fees are changed, the Admin should click on the 'send statement' button to notify the parent/payer of any account changes.  This email informs the payer that their billing statement has been updated to reflect recent changes with a link to the updated statement.

Upcoming Payment: This email goes out 2 days before the payment is due according to the global Billing Day, or according to a custom billing day if one is set within the payer's record. It includes the upcoming charge amount and due date. *This email includes a link to the Billing Statement.  *Customization available in the Billing Setup page.

Upcoming Payment - Second Notice: This is a 2nd email notification that will be sent to notify the parent/payer that their payment is approaching. This is also sent according to the global billing date or to an individual billing date if one is set. Best Practice: Edit the subject line of the email template to indicate that this is a second notice. *Customization available in the Billing Setup page.

Upcoming Payment - Third Notice: This is a 3rd email notification that will be sent to notify the parent/payer that their payment is approaching. This is also sent according to the global billing date or to an individual billing date if one is set. Best Practice: Edit the subject line of the email template to indicate that this is a third notice. *Customization available in the Billing Setup page.

Upcoming Statement: This email goes out 10 days before the payment is due according to the global Billing Day or according to a custom billing day if one is set within the payer's record. It includes the upcoming amounts and any overdue amounts with the due date.  *Customization available in the Billing Setup page.


Billing Specific Merge Fields

Billing templates have a merge field category called 'statement' for all billing-related tokens such as the current balance, due date, a link to the billing statement, etc. 

IMPORTANT: These merge tokens ONLY work in the automated Billing email templates and will not work in any custom email templates sent manually or tied to an automated communication plan (PRO feature).


Billing Letter Templates

Billing Statement

The billing statement is a letter template located within Settings-->Communication-->Letter Templates-->Billing Statement. This statement is automatically linked in the email templates listed below. Click here to learn how to edit letter templates.

  • Account Overdue (automatically sent according to the grace period and overdue threshold, if either is set)

  • Account Overdue - Second Notice (optional with delivery customization)

  • Account Overdue - Third Notice (optional with delivery customization)

  • Billing Day Changed (you'll be asked if you'd like to send a notification or not)

  • Statement Updated (manually sent within the billing account ledger)

  • Upcoming Statement - (on by default, but can be customized or disabled)

  • Upcoming Statement - Second Notice (optional with delivery customization)

  • Upcoming Statement - Third Notice (optional with delivery customization)

Tax Statement

The tax statement is a letter template located within Settings-->Communication-->Letter Templates-->Tax Statement. The tax statement is a link located within the Billing Management tab of the Parent Portal within the Ledger header. Payers can download their tax statements for any calendar year they have made payments for. This statement will include all payments within a calendar year, defined as January 1st through December 31st. It will also split those payments into the specific categories that they have been applied to.

IMPORTANT: The statement cannot currently be hidden or removed from the portal.

Sample PDF View (with customized branding)

  • Click here to learn best practices around email customizations.

  • Click here for Billing Communication FAQ's

  • Click here for the Billing Setup page to learn how to disable/enable or customize the frequency of Upcoming Payment emails and Account Overdue emails.

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