There are a few things to keep in mind when paying an invoice with Vanco:
Invoices and statements must be emailed manually, and Vanco does not support automatic email notifications.
Only statements with a remaining balance will include an option to pay.
Ex: If the same statement is sent to 2 separate parent email addresses, Parent 2 will not be able to pay the remaining balance if Parent 1 has already completed the transaction.
Payment status is reflected immediately in iiQ after Vanco has processed the transaction.
If a Credit Card Convenience Fee is applicable, it will be clearly stated at the bottom of the statement that the end-user receives.
Please see the following help guide on how to send statements and invoices.
Important Note: Incident IQ does not store payment information. All information is stored with your payment provider, and iiQ is provided with the status once the payment has been processed.
After a statement is sent via email to any user account, the recipient of the email notification will be able to view a .pdf attachment of the invoice or statement from the email. The email will also include the date that the statement was generated and the user account it was created for, if applicable.
To pay the invoice or statement, the user clicks the Pay button in the email.
The Log into Incident IQ option in the top right corner is only included in email notifications sent to users with an active iiQ account. It will not appear if the statement is sent to an unrecognized email address.
The user must use the provided link from the email for the payment to be reflected within iiQ—the unique link provided through the email ties iiQ to Vanco. So if the user bypasses the link and logs straight into Vanco, the connection between the two systems will be broken. This will cause a remaining balance in iiQ but no outstanding balance in Vanco.
After clicking the Pay option, the end-user will be taken to an iiQ-hosted webpage that includes:
Total balance due
All fees associated with the statement or invoice
The date fee was issued
Line Item Name
Amount of the fee
If you have set up a credit card convenience fee, it will be shown on this checkout page.
When selecting the Pay with Vanco option, the user will be prompted to log into their Vanco account. If the user doesn’t have an existing account, they can also sign-up for an account from the pop-up modal.
If they already have an account, they can select a stored payment method or add a new card.
Important Note: Incident IQ does not store payment information. All information is stored with your payment provider, and iiQ is provided with the status once the payment has been processed.
Once the payment processes successfully, they will be directed to an iiQ-hosted confirmation page.
The user will be taken to an iiQ-hosted error page if the payment is unsuccessful. This will give them the option to Contact Us.
The Contact Us form allows the user to submit a ticket with the district by entering their email address, first name, last name, and a description of their issue.
After completing the form, a new ticket is created on the district’s site on behalf of the end-user with the issue: “User account > Payment Processing Issues.”
Please note that districts that have not purchased iiQ Ticketing will not be able to utilize this feature.
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Hannah Bailey - Director, Customer Engagement