Resolved -
We've closed the remaining outstanding issues and continue to monitor for any other items that need to be resolved related to the monthly billing.
While we're closing this status page incident, as mentioned in the town hall, we will continue to monitor for any other issues and will continue to assist teams with any concerns they have related to the incident throughout the remainder of the month.
Apr 8, 18:26 CDT
Update -
Planned Misses should be accounted for and consumed now on the vouchers tab.
Apr 7, 15:18 CDT
Update -
May billing visibility should be restored now.
We've had several reports of a sub-group of families that ended lessons in April needing an April invoice. We are currently working to resolve the invoices for those families.
Apr 6, 11:51 CDT
Update -
We are working through restoring visibility to May future billing invoices as they were locked during the billing event as a precaution to ensure further issues didn't occur. We anticipate having visibility restored in the next 24 hours.
Apr 5, 07:49 CDT
Update -
We have completed our billing validation.
After a thorough review, we have 99.9% certainty in billing accuracy across all locations. The remaining 0.1% represents a small number of edge cases we are continuing to investigate to better understand the anomalies — these do not impact the all-clear for your teams.
Teams may resume normal activity in LessonBuddy.
Over the next few days, we will also be working to ensure that invoices accurately reflect current balances for both customer and staff reference. We will communicate timing on that once confirmed.
Apr 3, 16:30 CDT
Update -
We are continuing to monitor for any continuing issue. All reconciliation processes have been successfully completed as of yesterday afternoon.
Apr 3, 09:41 CDT
Update -
We're continuing to monitor for April billing related issues or questions and are working through reviewing edge cases.
Apr 2, 12:40 CDT
Monitoring -
We've completed the partial refund processing to resolve the billing difference on the impacted customers April billing.
Apr 2, 08:29 CDT
Update -
We're continuing to progress through the reconciliation process:
- Complete: We processed a second charge for any customers that were under-billed this morning as part of the April invoice update
- Complete: We voided complete transactions for customers that should not have been billed at all for April lessons (ex. families who paid in March to start lessons in April)
- In-Progress We are preparing to perform partial refunds for all other over-billed customers
Please continue to hold off on taking any billing-related actions against these accounts until we have completed our remediation efforts.
We will update this status once the partial refund process has been completed
Apr 1, 19:37 CDT
Identified -
We've identified a billing issue with the monthly billing run for April. Invoices amounts scheduled for May were incorrectly selected in the run which may have resulted in an overpayment for lessons. We are currently working to resolve the difference and will automatically refund those families that were impacted.
Apr 1, 07:17 CDT
