What you will get
A way through the most common counter situation: the student with the receipt in hand and the screen saying they owe. Most of the time it is just a matter of time, but there are three different causes and each has its own path.
Start with the clock
The bank's confirmation is not instant. An instant transfer usually shows up within minutes; a payment slip can take from a few hours to the next business day, because the bank only passes confirmations along in batches.
If the payment is from today, the most likely thing is that everything is fine and it just needs time. Tell the student so, note the case, and check the next day.
If more than a business day has passed, look at how the money came in
If they paid the slip or the code the system issued, the payment should have arrived on its own. Check two things before anything else: that the receipt is really for that installment — and not another one from the same student — and that the amount matches. If it persists, that is a support case, not a manual settlement.
If they paid outside the system — cash at the counter, a direct transfer to the school's account, an arrangement settled on the side — the system has no way of knowing. It will never settle on its own. The right path there is a manual entry, which is done by whoever administers the EduPay account.
If they paid a slip that had been cancelled, the bank refuses it and the money never leaves their account. Ask them to check their statement: usually the charge never actually happened.
How to tell it worked
The installment shows Paid with the payment date. If the settlement was done by hand, the Manual record mark appears underneath — and that is expected, because that money really did not go through the system.
The Manual record mark under the date is what tells a settlement you made apart from an automatic one.
If something goes wrong
The student paid twice. It happens when they pay the slip and the school also settles it by hand, or when they pay the duplicate and the old slip. The installment is settled once; the extra money has to be refunded or credited against the next one, and that is a conversation with the family.
The receipt is for another installment. Check the amount and the due date before settling. Settling the wrong installment is harder to undo than to avoid.
You want to settle it and the item is not in the menu. Mark as Paid belongs to whoever administers the EduPay account. If you are a team member, ask them.
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