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How to reconcile a customer account (apply unmatched payments to orders)

  • Updated

Reconciling an account means applying each payment or credit on it to the registration, add-on or other charge it paid for. An account is "not reconciled" when a payment or credit hasn't been applied yet while something on the account still isn't matched to a payment. Open the account's Reconcile page, click Auto Reconcile, and apply anything left with the green plus sign. Reconciling moves no money and doesn't change the account's balance.

Applies to: Org admins with the Account Reconcile permission · All plans · Customer accounts

Where: Customers > Account Management > Search > (customer) > Account Overview > Reconcile, or Customers > Account Management > Search > Reconcile Accounts

Why an account isn't reconciled

Most payments are applied for you: card payments at checkout, account credit used at checkout, and balance payments the family or you apply to a particular item. TeamSideline also runs Auto Reconcile on the account shortly after each checkout and each Add Transaction. Auto Reconcile applies a payment only when its amount exactly matches what's unpaid, so a payment is usually left over when:

  • a check, cash, other payment or Misc - Credit was entered with Add Transaction without amounts under Applies To, and it doesn't exactly match what's owed;
  • a balance payment was applied to Other instead of a particular item; or
  • a payment covers several charges, or only part of one, in a way the amounts can't show.

You'll know an account needs reconciling because:

  • the Reconcile button on Account Overview shows a red flag reconcile.jpg;
  • the account is listed on the Reconcile Accounts page; and
  • on the account's Enrollments tab, an accepted registration that isn't fully matched shows "Pending" in blue in the Paid column, with the tooltip "Account not reconciled.", instead of its amount with a green check, or "Due" and the amount owed in red.

Reconcile one account

  1. Go to Customers > Account Management > Search, find the customer and click their name to open Account Overview.
  2. Under Account Balance, click Reconcile. The Reconcile Account page lists the payments and credits that aren't fully applied, each with a red flag.
  3. Click Auto Reconcile. Each payment it can match changes from a red flag to a green check.
  4. On a transaction that still has a red flag, click the green plus sign add_question.png.
  5. In Item, choose the registration or charge the payment was for. Each item shows its reference number, date and description.
  6. Optional: in Amount, enter the part of the payment to apply. Leave it empty to apply as much as possible: what's unpaid on the item, or what's left of the payment if that's less.
  7. Click Add.

Repeat steps 4 to 7 until no red flags are left. What you'll see: the transactions disappear from the list (or show a green check with Show Reconciled checked), the Reconcile button loses its red flag, and the Enrollments tab shows each registration as paid or with the amount Due.

Find every account that isn't reconciled

  1. Go to Customers > Account Management > Search and click Reconcile Accounts. (On any Reconcile Account page, Accounts Not Reconciled opens the same list.)
  2. On the Reconcile Accounts page, click the View icon (magnifying glass) next to an account to open its Reconcile Account page.
  3. Reconcile it as in steps 3 to 7, then come back to the list for the next one.

If it doesn't work

  • "Item is required." Choose an Item before you click Add.
  • "Amount is greater than item non-reconciled amount." The Amount is more than what's unpaid on that item. Lower it, or leave it empty.
  • "Amount is greater than transaction non-reconciled amount." The Amount is more than what's left of the payment. Lower it.
  • A payment was applied to the wrong item. Check Show Reconciled, expand the transaction, click the red X next to the item it was applied to, and apply it again.
  • A credit can't be applied to anything. If the family owes nothing, there's no item to apply it to. That's fine: the account still counts as reconciled, and the credit stays on the account for a future registration, add-on or balance payment.
  • There's no Reconcile or Reconcile Accounts button. Your admin role doesn't include the Account Reconcile permission.
  • Red flags remain after Auto Reconcile on an account with a long history. Each click works for up to 15 seconds. Click Auto Reconcile again, then apply the rest by hand.

Good to know

  • To apply a payment as you record it, enter the amounts under Applies To (Amount To Apply) on Add Transaction.
  • The Account Reconciliation Detail report (Reports > Report Exports) shows which charges each payment was applied to, by Transaction Type and Date Range. Accounts must be reconciled for its detail to be accurate.
  • To see which registrations are on accounts that aren't reconciled, add the Account Reconciled field to the Enrollment Information report.
  • The Reconcile Accounts list shows only the accounts in the associated organizations your admin user can see.
  • If an account is hard to untangle, TeamSideline Support can reconcile it for you on request.

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