Billing Management totally screwed up since last update??

Dawn Alonso
Dawn Alonso
Sixth Anniversary Kudos 3 Name Dropper Participant
in Blackbaud Higher Education Solutions™ General Discussions

Is anyone else having and issue with the last update to Billing Management?

I have “pending” Direct Debit payments, which now show as Approved in Merchant services that I can't post into the general ledger. And apparently the new “Handle Failed Payments” idea, required me to go into the payment to apply charges, and it's the only place to do that task, once you have “handled” the payment, you can no longer apply charges to it.

I have a nightmare of a mess that Blackbaud created in the days before school started. Not the best time for a major update like this without more information.

Yes, I have opened a case and it has been escalated but this is incredibly poor timing.

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  • Dawn Alonso
    Dawn Alonso
    Sixth Anniversary Kudos 3 Name Dropper Participant

    @Dawn Alonso
    Just an FYI, if you had previously adapted to handling Failed payments by posting a billing item to “remove” the payment from the balance, you no longer have to do that. If they payment fails it will automatically remove itself from the balance (but still shows on the student account, can't figure out how to answer that question when it comes up in an audit.)

    I had a direct debit payment that was made on 8/15/23. We were paid for it on 8/22/23, and I was finally able to post it in Billing Management on 8/23/23.

  • Karen Avery
    Karen Avery
    Sixth Anniversary Name Dropper Participant Facilitator 1

    @Dawn Alonso So sorry to hear this, Dawn. Hope BB gets it fixed for you soon.

  • Dawn Alonso
    Dawn Alonso
    Sixth Anniversary Kudos 3 Name Dropper Participant

    A few tnkerings later:

    1. This won't come up on an audit. The failed payments don't reflect on the student statement.
    2. They seem to have adjusted the timing with pending and failed payments. Works much more smoothly.

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