Good afternoon,

I would like to add an enhancement request to solve an issue that we have every contract season. The issue is when a payer is completed and integrated contract, and every so often something happens where the TM Family ID is not returned back to EM. It seems to happen when the payer navigates away from the confirmation page before the submitted response is returned or something times out.

What ever the case may be, when this happens, the contract for that student sits in Processed status, and it looks like the payer still needs to complete. When the payer tries again they get an error message , that the account already exists. When it is a single student situation , we can manually return the contract. Although this is not ideal. The situation compounds when there are additional students to be enrolled. When this happens, the integration breaks for all remaining students on that family account. The solution for the last several years, has been to manually return the contracts once signed, and then do a manual add, of the student with their billing, and ask the payer to log into TM to make the payment. This is a horrible experience for all parties involved.

That was the background for this enhancement - can we build an edit box, in EM where we can add the family ID in these cases, and manually reset the linking so the payers can complete the contracts without the run around that has to occur now?

Thank you