To avoid some common errors in your clients' billing,
you need to know about: Income, Cashflow, Credits and Refunds.
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1. Income vs Cashflow
The Client Billing page lists all the client's transactions with your organization. You can confirm their purchases and payments, and process cancellations and refunds. You may notice some transactions are in different languages (English and French). The description of a transaction is saved at its creation based on the language the user prefers in SmartRec.
There are two important columns on the Client Billing page.
Income: This column is related to sales and purchases. There's no actual money moving around in this column, only invoices and credits.
The items we add to the account which cause the client to owe money (ex 1: invoices for online purchases or additional fees).
We also find items that will 'credit' the account such as credit memos of canceled purchases and rebates that are displayed, as in ex 2.
Cashflow: This column is related to money that is circulating to and from the account such as Payments and Refunds. In this column, you will find Payments (as shown in ex 1) and Refunds (as shown in ex 2).
Your organization's main contact email (in the Account>Main information subtab) can be sent a confirmation email when:
A client makes a purchase;
An admin creates a new invoice in the Client billing subtab;
An admin cancels a purchase;
An admin purchases through a replacement.
2. Create a Credit
A credit is used to reduce the current balance on a client's SmartRec account. A credit is not a transaction that affects real money. It can stay on the account for future use with your organization. Credits can't be cancelled.
Create a credit scenario
A client registers to an activity and pays. However, before the activity starts, they cancel their registration. Your organization does not offer refunds so the money they paid stays in their account as a credit, to be used at a later date when the client registers to another activity.
Here's how you create a credit:
From a client's account, make sure you are in the Billing section.
Click on the Operations menu.
Select Create credit and fill out the credit form.
Select the appropriate tax option. If you want the total amount credited to match the value you write, make sure taxes are included.
Save your changes.
3. Record a Refund
A reimbursement (refund) is taking a credit and giving it back to a client. Unlike a credit, a refund is a real money transaction.
Refund scenario
A client registers to an activity and pays. However, the client cancels the registration. You refund the money they paid.
There are two ways to refund a client:
Refund while cancelling a purchase:
When cancelling a purchase, you may credit the client's account and reimburse them in the same way they paid. This means that if they paid using a credit card, you will be able to reimburse the same credit card.
If the client paid by eCheck, you may only refund after the eCheck payment has been processed, which can take up to 10 business days.
You can never reimburse a client more than the amount they paid. Credit card reimbursements can take 5-6 business days to appear on their card statement.
Refund using available credit on the account:
If there is a negative balance (i.e. a credit) on a client's account (e.g.,- $45.00), open the Operations menu and then 'Record a refund'. This operation can't be used to refund someone by credit card or eCheck as a credit memo isn't linked to a credit card or eCheck payment transaction. You can only refund a payment method directly when you refund a payment transaction.
3.1 How do I give a refund when the client's balance is at $0 ?
A refund is impossible when a client's balance is $0 because it means that you do not owe the client any money. You must first create a credit in order to record refund.
Here's how:
Open the Operations menu and Create credit. This reduces the account balance, technically showing you owe the client money. This credit can be used towards future purchases, but you must manually reconcile them afterwards. Credits cannot be cancelled.
After you add the credit, open the Operations menu and Record a refund to reimburse the newly added credit. This operation cannot be used to reimburse credit cards or eChecks online. You can give the client back money, or use your terminal in-person to put funds back on their credit card.
3.2 Can I refund an eCheck in part or in full ?
If your merchant account is with Cardconnect, you may only refund an eCheck in full. If your merchant account is with Paysafe, you may refund an eCheck in part or in full.
4. Reversing a credit
As credits cannot be cancelled outright, you will need to use an invoice to reverse the credit. Simply use the Create an invoice operation to add an invoice for the same amount as the credit. You can leave a note on the account explaining that the invoice is the result of a credit which needs to be reversed.
5. Cancel a refund
You may cancel a credit card reimbursement (only) so long as you do so on the same day. As long as the refund hasn't been processed by the payment processor, you may cancel the credit card refund request. Here's how:
Locate the refund transaction in the Client's billing page.
Expand the transaction ( + ) and click Cancel Refund. To reverse a refund that has already been processed, you must Create an invoice in the account.
❗ It's not possible to cancel a refund for eCheck.
6. Cancel a purchase
A credit and a refund is possible when cancelling a purchase. Here's how:
In a client's account, expand the invoice and click Cancel/Refund Items.
Select the item(s) you would like to cancel.
You can enter a partial or full credit of the invoice items that are being cancelled. Enter a credit to be applied to the account.
You can also enter a refund. This part of the process lets you take the credit and refund it to the client. If they paid via credit card or eCheck, you can refund them directly. When choosing your refund, please note that you can pick Suggested refund to refund the exact amount you are crediting.
If your merchant account is with Cardconnect, you may only refund eCheck payments in full. If you are using Amilia Payment with Paysafe, you may refund eCheck payments in part or in full. Please keep in mind you must first wait for the eCheck to be processed before you can refund it...this can take up to 10 business days.
🎗️ If you are cancelling an activity to register the same person to a different activity, you should enter a credit, but not a refund. During registration, the credit on the account can be used as a method of payment. However, the credit cannot be used if the client is looking to pay with installments.
7. Make a payment
You can manually enter a payment for a client directly in their account:
On the client's billing page, expand the invoice you would like to pay.
On the right, you will see 'Make a Payment.' Click on this to pay the client's invoice. The payment is automatically reconciled to the invoice item(s).
We understand the importance of properly billing your clients. If you have any questions, please contact support@amilia.com.
8. Frequently Asked Questions
Can you transfer a credit from one client account to another?
Can you transfer a credit from one client account to another?
No. You may create an invoice in the account (that has a credit) to reduce the balance to 0$. Afterwards, add a credit to the proper client account.
If a client has a credit with one organization, it can't be applied toward purchases for another organization.
Can we receive email notifications when a payment fails?
Can we receive email notifications when a payment fails?
There are two ways to stay on top of failed transactions. In both cases, the Failed payments permission (in the Clients section) must be enabled for an administrator to receive failed payment notifications.
🏦 The Payment Action Center (for credit cards) allows you to retry or dismiss any failed installments, subscriptions or refunds by online credit card that have failed.
🔔 The Account>Notifications subtab is available by activating the Notifications app. You can receive an email notification when an eCheck, installment, subscription or refund by online credit card has failed.
Additionally, you can add your email address(es) via the Account>Options subtab in the Notifications box to receive:
Purchase confirmations
Payment confirmations
eCheck installment payments (not for credit card installments)
Cancellation confirmations
Planned payment fails. Click here for more information.
Can clients make a purchase in the store without making a payment?
Can clients make a purchase in the store without making a payment?
It's possible (but not recommended) for clients to proceed through checkout without paying by enabling the 'Offline payment' option in the Accounting and finance>Payments subtab, and then enabling the same option within the activity or item's configuration.
Another option would be linking your item to an installment plan that requires clients provide their payment information to set up planned payments but doesn't necessarily require a payment at the moment of purchase.
Can I cancel an eCheck?
Can I cancel an eCheck?
Admins may cancel an eCheck payment. Here's how:
Go to the Clients tab and click on the client's account.
In the Client billing subtab, look in the transaction list for the the eCheck payment and click the + icon to expand it.
Click 'Cancel'.
If the eCheck hasn't been processed, there's no need to refund the client. If the eCheck payment was made at least 24 hours prior, you may refund the eCheck directly back to the client's account.
Can I remove myself as an account member? How do I create my own account?
Can I remove myself as an account member? How do I create my own account?
An Amilia user account is created using an email address. You can't create a 2nd user account with the same email address. The email address owner becomes the account owner. Only account owners can add or remove account members. An account owner cannot remove themselves from their own account.
You can log in or create a new user account when you're on the organization's store page, or directly from www.amilia.com. You must validate your account after receiving a confirmation email.
If you're unable to create a user account, please contact us at support@amilia.com.
What's the easiest way to change a client's facility booking?
What's the easiest way to change a client's facility booking?
Making changes to a facility booking varies:
If a client's online facility booking needs to be modified, you must cancel the original invoice and make another online reservation.
If an admin booking with an invoice needs to be modified, you must cancel the original invoice and make another reservation in the Calendar.
If an admin booking without an invoice needs to be modified, simply click the event in the calendar Edit the event.
If an approved facility contract needs to be modified, you can make changes to the contract by creating a new draft.
Can installments be set up to coincide with a specific number of classes?
Can installments be set up to coincide with a specific number of classes?
Installments can be scheduled at regular weekly/monthly intervals, or on specific dates. You could create an installment plan per activity and configure each one based on the activity's schedule.
You can't automatically set installments based on the number of activity occurrences.
Can I create custom payment methods (i.e., Government funding)?
Can I create custom payment methods (i.e., Government funding)?
You may want to check out the Scholarships feature (in Beta), which gives organizations the ability to manage financial support from outside sources, including awarding scholarships to participants to pay for eligible activities.
Can activity billing be pro-rated for late registrants?
Can activity billing be pro-rated for late registrants?
You have the option to prorate session-based activities when there is a start and end date specified in the activity's schedule.
I accidentally refunded using the wrong payment method. How do I fix that?
I accidentally refunded using the wrong payment method. How do I fix that?
If you refund using an offline payment method, you may cancel the refund and try again. If you accidentally refunded an online credit card, it isn't possible to cancel it.
Can a payment be made by someone who isn't an account member?
Can a payment be made by someone who isn't an account member?
Payments can be made with a credit card or eCheck belonging to any individual, however the payment receipt is in the name of the account owner.
If a client is enrolled in a subscription, are they required to pay every month?
If a client is enrolled in a subscription, are they required to pay every month?
By default, subscriptions are invoiced and charged to a client's saved payment method on a monthly basis.
You can edit or pause a subscription amount for each client in the Memberships tab.
How can I set up post-dated checks to pay an invoice?
How can I set up post-dated checks to pay an invoice?
In the client's billing, use the Operations menu or expand the invoice and click Make payment.
Enter an amount and click to 'Configure installments for this payment' to set up post-dated payments.
How do I reimburse a credit?
How do I reimburse a credit?
Assuming the client has a credit balance in their account, click the Operations menu and select Record a refund.
Select the credit memo and the payment method to use for the refund.
I have an invoice where it's recommending I delete previous reconciliations and create new ones. Is this a complicated process?
I have an invoice where it's recommending I delete previous reconciliations and create new ones. Is this a complicated process?
It isn't an overly complicated process. Open the invoice and click on Reconciliations. Click on the garbage can icon to delete the existing reconciliation(s). To create a new reconciliation, click on the available item(s) in the menu.
You may also opt to use the Operations>Reconcile account which automatically reconciles invoices with payments, from the oldest item/payment to the newest item/payment.
How do you transfer a client from one activity to another?
How do you transfer a client from one activity to another?
You can perform a replacement when both activities share the same forms by clicking the plus icon on the right-hand side of the original invoice, selecting Replacement, and choosing the correct activity.
Can I send an invoice by email that includes a link to join Amilia?
Can I send an invoice by email that includes a link to join Amilia?
A participant must already be an account owner or an account member in order to create an invoice for them in Amilia.
If you created the account for them, you can send them an activation email in the Clients>Accounts subtab by clicking Operations>Send activation request.
Is there a way to edit offline payments to modify the admin comments?
Is there a way to edit offline payments to modify the admin comments?
It isn't possible to edit payments. If necessary, you can cancel an offline payment and create another to update the details.
An activity's cost was increased after clients had registered. What should I do?
An activity's cost was increased after clients had registered. What should I do?
You will need to create an invoice in each client's account to make up for the difference. Carefully include an explanation in the invoice's name and description to clarify the reason for the invoice.
Once paid, the payment should automatically be reconciled to the new invoice.
Can you put one date for the minimum age requirement and a different date for the maximum age requirement of an activity?
Can you put one date for the minimum age requirement and a different date for the maximum age requirement of an activity?
Only one date can be applied for both.
*Last updated in July 2024