Like most businesses engaging in transactions, preschool and childcare centers may encounter disagreements with families regarding tuition payments.
These disagreements are typically the result of missed communication or an unintentional mistake caused by human error. This article lays out approaches to help providers avoid these situations and resolve them quickly if they do occur.
How to avoid payment disagreements:
Communicate proactively: Inform families about tuition changes, unexpected closures, or holidays in advance. Send billing policy updates or reminders once or twice a year to avoid any confusion about your rates.
Tell parents they can talk to you: Encourage open communication with parents if they have payment concerns or disagreements. Regular check-ins help address issues before they arise.
Be flexible: We hear from providers that offering flexible payment plans or adjusting policies when needed, can build stronger relationships and community trust. This is especially helpful for families in tough situations.
Encourage (or require) autopay: Suggest parents set up autopay to avoid mistakes and ensure correct payments.
Refund incorrect payments: Ensure balances are accurate by refunding any accidental payments. Once the payment is no longer pending, you can send the parent a refund.
What to do if there is a payment disagreement:
Talk with the parent: Understand the issue—was there an error, a misunderstanding of policy, or an unexpected tuition change? Work together to find a mutually agreeable solution. This could involve a refund or applying overpayment to future charges.
Be flexible. Life happens. Check some of our suggestions above for examples of how other schools have extended flexibility in order to support their families and earn loyal advocates.
Submit a support request with brightwheel: Our billing experts can help you understand the issue and explore your options.
Avoid a repeat experience: Identify ways to prevent future issues—clearer policies, better communication, or requiring autopay for error-free payments. Feel free to reach out to brightwheel for help with this.