We request an enhancement to the tooltip shown when hovering over the red “!” next to failed payments on the ledger.

Currently, when hovering over the red “!” indicator next to a failed payment on the ledger, the tooltip only displays “Payment Declined.” This message is too generic and does not distinguish between legitimate payment failures and internal communication errors, causing confusion and unnecessary parent-center conflict.
Background
With the recent update to display communication-failure payments on the ledger, both legitimate failures (e.g., NSF or invalid account) and internal communication errors now show the same status and tooltip. This lack of differentiation has led to several centers incorrectly assessing NSF fees and contacting parents for payments that were never actually submitted to the bank.
Request Details
We request an enhancement to the tooltip shown when hovering over the “!” next to failed payments on the ledger. Ideally:

• The tooltip should display more specific information about the type of failure.

• Differentiate between legitimate bank-declined payments and internal communication errors.

• For legitimate bank failures, display the reason for the decline (e.g., “Insufficient Funds,” “Invalid Account,” “Account Closed,” etc.).

• For internal communication failures, display a message indicating that the issue occurred before the transaction reached the bank (e.g., “System Communication Error—No Bank Submission”).

Impact
Providing clearer context for failed payments will:

• Reduce unnecessary NSF fee assessments by centers.

• Prevent confusion and tense interactions between centers and parents.

• Decrease support cases related to payment status clarification.

• Build trust by showing transparent, actionable information about payment outcomes.

Rationale
Centers rely heavily on the ledger to determine payment status and assess fees. The current “Payment Declined” tooltip oversimplifies a nuanced situation, resulting in financial and relational friction. Adding clarity to these messages will help centers respond appropriately and maintain confidence in the system’s accuracy.