What the school office does when a parent has paid but has no receipt, and fixes for other common online payment problems.
For: Accountant, office staff, school administrator
Most online payment problems are a payment the ERP has not yet been able to confirm, a setting on the gateway's side, or a detail missing from the student's record. Start with the case below, which is the one parents raise most.
Ask the parent for the student's name or admission number, the date and time, the amount, and the payment reference from their Online payment history. If they have it, also ask for the transaction ID or UTR from their bank or UPI app.
Tell the parent not to pay again until you have checked.
Open Fees and the Online fee collection panel. Choose the tab (School fee, Transport fee, Hostel fee or Mess fee). If the family paid several fees together, any one of those tabs will show the payment.
Type the admission number or the payment reference in Admission no. / student / payment reference.
Read the status on the row, then follow the matching line in the table below.
Status on the row
What it means
What to do
Successful
The payment is confirmed and the receipt is posted.
Select View receipt to check it. Ask the parent to refresh their history and use Download receipt or Receipt.
Awaiting confirmation, Creating order or Verification required
The ERP has not yet had a final answer from the gateway.
Select Check status. Wait a few minutes and select Refresh payments. The ERP also keeps checking on its own; Payment verification and notification jobs shows when it will try next.
Failed
The gateway reported the payment as unsuccessful. Nothing was recorded.
Look up the payment in the gateway's dashboard. If the gateway also shows it failed, the parent's bank normally reverses any debit; the parent can ask their bank with the UTR. If the gateway shows it as successful, contact JPRAXC support with both references.
No row at all
The payment was not started from the School ERP.
Ask how the parent paid. A payment made another way (for example, to the school's bank account directly) is recorded at the counter once the bank shows it. See Collect fees at the counter.
The ERP could not get an answer from the gateway. It tries again by itself. If the note stays, check in Payment Configuration that the keys were not changed or revoked in the gateway, then select Check status.
provider create unconfirmed
The gateway did not confirm that the order was created. The ERP checks with the gateway. Ask the parent not to pay again until the row changes.
external refund requires reconciliation
The payment was refunded directly in the gateway's dashboard. Do not refund it again. Contact JPRAXC support with the payment reference.
Payments confirm slowly after the keys were changed
Saving changed keys gives new addresses. Copy the Webhook URL again and update it in the gateway's dashboard.
Cancel or Reverse on an online receipt says to use the online refund workflow
Online receipts are changed only through a refund, so the gateway and the records stay in step. See Refund an online payment.
A bank settlement does not match the payments
A settlement is gross less the gateway's charges, and may also take off refunds. It can include payments from several registers; record each register's share on its own tab. See Reconciliation and settlements.
A receipt message did not reach the parent
Open Payment verification and notification jobs. The ERP retries sending receipt notifications by itself. The receipt is in the parent's history either way.
Nothing works on an Offline / Local installation
Online payments need the ERP to be reachable on the internet at a secure web address. Contact JPRAXC support.
Contact support from Contact JPRAXC in the ERP, or write to support@jpraxc.com. Include the student's admission number, the school's payment reference, the gateway's payment reference and the amount. Never include gateway keys, passwords or card details.
