To see who owes your organization money, expand Customer Accounts > Accounts With Balance on Send Communication (it lists everyone who owes, with the amount), export the Account Information report with the Account Balance column, or run A/R Aging Detail in Report Viewer to see how long balances have been owed. For one customer, the balance is at the bottom of their Account Overview.
Applies to: Org admins · All plans · Registration organizations
Where: Communications > Send Communication > Customer Accounts > Accounts With Balance; Reports > Report Exports > Account Information; Reports > Report Viewer > A/R Aging Detail
What a balance means
An account's balance is the total of all its transactions, across all programs. A positive balance, such as $100.00, means the customer owes your organization money. A negative balance, such as ($100.00), means the customer has a credit and your organization owes them. Every method below uses this whole-account balance.
Check one customer's balance
- Go to Customers > Account Management > Search, search for the customer and click their name.
- On Account Overview, scroll to Account Balance. The total is at the bottom of the Balance column, next to "Account Balance".
List everyone who owes (Accounts With Balance)
- Go to Communications > Send Communication.
- Expand Customer Accounts, then expand Accounts With Balance.
Each account holder who owes money is listed by name (last name first) with the amount owed in parentheses. "(Text Enabled)" after a name means that person can also get text messages.
Export balances for every account (Account Information)
- Go to Reports > Report Exports and click Account Information.
- Under Include, check Primary Accounts to get one row per account.
- Under Columns, move Account Balance from Available fields to Show these fields in this order, along with the name and contact fields you need.
- Choose an Export Type and click Export.
- In the file, sort by Account Balance and delete the rows at $0.00 or less.
The export includes every account, not only the ones that owe. For one program's families, use the Enrollment Information report instead: choose the Program and add the Account Balance column. The balance shown is still the family's total across all programs.
See how long balances have been owed (A/R Aging Detail)
- Go to Reports > Report Viewer.
- In Report, choose A/R Aging Detail and click Go.
The report lists only accounts with a balance over $0. Each order or Misc - Debit that isn't fully paid appears in a group by its age: 1-30, 31-60, 61-90, 91-120, or 121 or more days past due, counted from the order date, oldest first. Columns include Order/Trans Number, Customer, Amount, Reconciled Amount, Balance and Account Balance, with a total for each group. Organizations with associated organizations can also run A/R Aging Detail By Associated Org.
Find unpaid registrations in one program (Enrollments dashboard)
- Go to Reports > Report Dashboards > Enrollments.
- Click Dashboard Configuration, choose the Program and click Apply.
- Compare Item Cost with Paid. Click a column heading to sort, or type in the box under Name or Offering to filter.
- Click the Options icon on a row and choose Account Overview to open that account in a new browser tab.
Email everyone who owes
- Go to Communications > Send Communication.
- Expand Customer Accounts and check Accounts With Balance. To email only some of them, expand it and check just those accounts.
- Click Next.
- Enter the Email Subject and Email Message. You can start from the sample below.
- Click Send Now, or click Next for send options such as Delay Sending Until, then Send.
Sample email
Dear organization name families,
We are reaching out to let you know there is an outstanding balance on your account. To keep your account in good standing, please sign in to your account and pay the balance at your earliest convenience.
How to pay your balance:
- Sign in to your account on your organization's website.
- Click the red Balance Due button.
- Review your outstanding balance.
- Click Pay Balance.
- Follow the prompts to complete your payment.
If you have any questions, please contact us.
Thank you,
organization name
What you'll see
- The email goes to every adult with an email address on each active account whose balance is more than $0 when the message is sent. If the message includes a text, opted-in phone numbers get it too.
- Families who owe see a red Balance Due tile on their account page when Enable Pay Balance is on. It opens their order history, which shows "You currently have a balance due of" the amount and a Pay Balance button.
- On the Enrollments dashboard, a red flag in Paid means "Account not reconciled".
If it doesn't work
- Customer Accounts or Accounts With Balance isn't in the list. Your admin role needs the Customer Accounts list permission. Accounts With Balance also only shows for admins who have no organization filters on their user.
- A family on a payment plan shows up as owing. Their scheduled payments are part of the balance until the last one is charged. Leave them out of the email, or word the email for them.
- Paid shows less than the family paid, with a red flag. The payment is on the account but hasn't been matched (reconciled) to the registration. Use Options > Reconcile Account, or Reconcile on Account Overview.
- A/R Aging Detail lists an order the family already paid. The report counts an order as unpaid until payments are reconciled to it. Reconcile the account, then run the report again.
- The balance is in parentheses. That's a credit your organization owes the customer, not a balance due.
- A family can't find a way to pay online. Set Programs > Configurations > General > Enable Pay Balance to Yes.
Good to know
- To stop families who owe from placing new orders, set Programs > Configurations > General > Balance Block ("Block new orders when an Account owes an existing balance") to Yes.
- Inactive accounts aren't emailed.
- To bill a family for an extra amount, add a Misc - Debit with Add Transaction on their Account Overview.
- Account Overview also has Print Account Statement if a family asks for a statement.