Once a payment enters a pending/processing status, neither brightwheel nor you, the provider, can cancel the payment. This applies to both online and direct bank transfer (PADs, ACH) payment types.
This is due to processing times being managed solely by brightwheel's payment processor and the payer's financial institution. Payments using direct bank transfers generally take 5-7 business days to complete, but this timeline may vary depending on the bank.
The best way to resolve this is to wait until the payment has been completed successfully and is marked as paid. Typically, payments take 5-7 business days to fully process depending on the payer's financial institution. Then you can either issue a refund to the payer or apply the overpayment towards the student's next tuition payment.
Refunds typically take 7-10 business days to process. Providers are encouraged to process refunds promptly and communicate clearly with families about payment statuses. If further help is needed, the brightwheel support team is available to assist.