Articles on: Families Module

Managing a Ceased Family Debt

This article will assist you with managing a debt for a family who has ceased care at your Service.

Overview

Invoices are generated automatically from the Xap program according to your Billing Profile setup.

See: Managing the Payment & Billing Profile

Invoices are generated if:

There are bookings for the "invoice" period
The Family has a balance according to your Service invoice settings

see: Payment & Billing Settings

The automatic emails for overdue Invoices is based on:

Generated Invoices
Only sent out once for the invoice period

Scenario

A Family has left the your Service so no future bookings are showing.

The Family had an invoice issued with a debt for their final days of care.

The invoice remains unpaid leaving the Family with a debt.

What the system will do:

The system will send the Invoice as per the normal schedule
If the Family has been setup for Direct Debit then a Scheduled payment will be created for either the Invoice amount, or the GAP/Up to Amount that has been added into their payment account details.
An unpaid Invoice email will be automatically sent out according to your Service Settings.

Questions

Will the Family receive another invoice if they still have an outstanding Debt?

No, The Family has already had an invoice generated for the Bill that was required to be paid. No further invoices will be generated by the system.

After the first unpaid invoice email, will the Family continue to receive these emails?

No Once the first automatically generated email has been sent, no further automatic emails will be sent regarding the overdue invoice.

Will another scheduled payment be created automatically for the outstanding debt?

No As the automatic scheduled payments are created when an invoice is created, with no more invoices being generated , no further scheduled payments will be created.

How can I manage this debt?

If the Family has agreed to continue to pay their debt using Direct Debit, you can create manually Recurring Payments

If the family has been setup for Direct Debits and we have the auto-retry selected, will it continue to try take this payment?

Yes, As the Scheduled payment was already generated, the system will automatically continue to try to take this payment out until it's successful.

To assist you with the process of creating recurring payments see: How To Manually Schedule Recurring Direct Debit Payments

Updated on: 01/12/2021

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