Overview

Use this article when an installment in a Scheduled Payment plan is rejected in SchoolCash Online. This process applies to scheduled payment installments, not one-time payment rejections.


Before you begin

- You must have access to run the Payment Schedule Report (and, if needed, the Item Order Report) in SchoolCash SchoolCash Catalog.
- SchoolCash Online does not retry a scheduled payment installment after it is rejected - the purchaser must reattempt the payment.


Steps

  1. From SchoolCash Catalog, go to 'Reports' tab and click on Payment Schedule Report
  2.  Select the items you're looking for, then Generate Report.
  3. Locate installments marked Rejected from the report, under 'Status' column.
  4. If you need additional confirmation, open the Item Order Report and review the Payments column for entries marked Rejected.
  5. Confirm the payment method for the rejected installment so you know what notifications were sent:
    • eCheck - the purchaser and the school or district receive a rejection email.
    • Credit Card - only the purchaser receives a rejection email. The school or district does not receive an email.
  6. Tell the purchaser to sign in to their SchoolCash Online account and look for a red Rejected banner. Rejected scheduled payments can display this banner for both Credit Card and eCheck plans.
  7. Have the purchaser click the red Rejected banner to open Payment History, update their payment details if needed, and submit the rejected installment payment.
  8. If the purchaser does not see a red banner, have them go to the Items page and reattempt payment for items marked Rejected.
  9. Re-run the Payment Schedule Report to confirm the installment is no longer marked Rejected.

Outcome

The purchaser successfully reattempts the rejected installment payment online. Once all rejected installments are paid, the red Rejected banner is removed from the purchaser’s account and the rejection no longer appears in the Payment Schedule Report .


Troubleshooting

  • The school or district did not receive an email - for Credit Card scheduled payments, only the purchaser receives rejection emails. Use the Payment Schedule Report to identify and track rejections.
  • The rejected installment was not retried automatically - SchoolCash Online does not retry scheduled payments after a rejection, even if other installments remain in the plan. The purchaser must reattempt the payment.
  • The purchaser wants to pay the rejected installment in SchoolCash Register - rejected scheduled payment installments cannot be paid through SchoolCash Register. The purchaser must reattempt the payment online.
  • The purchaser paid but the banner is still showing - the red Rejected banner is removed after all rejected installments on the account are successfully paid.
  • Email Reminder Notifications are not sending - the email reminder feature does not work with Scheduled Payments because scheduled payments use their own email functionality.