IN BRIEF:
Family and Student Policies determine what customers must acknowledge before performing actions in the Customer Portal. Required policies must be accepted before primary guardians can enroll students, create new students, or proceed after policy updates. Optional policies display when enabled but do not block Family or Student actions.
Overview
Policies in iClassPro allow businesses to collect required acknowledgments from primary guardians for established family and student policies. When Family Policies and/or Student Policies are enabled and marked as required, primary guardians will need to accept them in the Customer Portal before being allowed to proceed with actions such as enrolling or making payments.
Important Notes:
- Any policies requiring customer interaction must have "Show On Web" enabled to be visible in the Customer Portal.
- Required policies must be accepted to proceed with enrollment.
- Policies that are not required will still be displayed if "Show On Web" is enabled, but will not block customers from creating enrollments if declined.
More Details About Policy Behavior
- Families are prompted to acknowledge new or updated policies the next time they log in.
- Student Policies are displayed for each applicable student individually.
- If rejection of required Student Policies is disabled, the “I reject” option is hidden.
- Acceptance history is logged and viewable by staff.
- Enrollment is blocked until all required policies are accepted.
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Accessing the Feature
Customers encounter policies in several areas of the Customer Portal:
- When logging in after policies are added or updated.
- When creating a new student profile.
- When attempting to enroll a student who has an unaccepted required policy.
- When updating optional Student Policies at any time.
- The Appointment policy displays only when active appointments with openings exist, and Show Appointments and allow visitors to register for them is enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>GENERAL SETTINGS.
Staff can review and manage policy settings under:
- SETTINGS>POLICIES (to enable, configure, mark required, or prevent rejection).
- SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>GENERAL SETTINGS (to enable Show Appointments and allow visitors to register for them)
- Family or student records under the Policies tab (to view acceptance history).
Step-by-Step Instructions
How Policies Display to Existing Customers
When policies are added or updated, existing families will be prompted to review and accept the changes the next time they log in.
- Customers will be automatically directed to the first new or updated Family Policy.
- At the bottom of each policy, the customer must select Accept to proceed.
- If Appointments are enabled, the Appointment Policy will only be displayed if:
- There are active appointments with available openings.
- "Show Appointments and allow visitors to register for them" is enabled under SETTINGS > CUSTOMER PORTAL > OTHER SETTINGS > GENERAL SETTINGS.
Accepting or Rejecting Student Policies
After Family Policies, the system displays any Student Policies. Each applicable policy will be displayed once for each student.
- Each Student Policy clearly identifies which student it applies to.
- Customers must choose to Accept or Reject each policy.
- If the setting to "Prevent rejection of required student policies on Customer Portal" is enabled under SETTINGS > POLICIES, the “I reject” option will be hidden.
- If a student policy is marked as required and the guardian rejects it, they will be prevented from enrolling that student until the policy is accepted. The policy will display a note at the bottom indicating that acceptance is required for enrollment.
- Customers review all policies for one student before moving to the next.
- If multiple students are in the account, the Customer Portal will guide users through each student sequentially.
Creating New Students with Policies
When customers add a new student, they must complete all required policy acknowledgments before creating any enrollments.
- After entering the student details and saving the profile, any visible student policies will appear.
- Required policies must be accepted to proceed with enrollment.
Handling Rejected Policies During Enrollment
If a customer attempts to enroll a student who has previously rejected a required policy:
- The system will block enrollment.
- An alert labeled "Has Rejected Policies" will appear below the student's name during the enrollment process.
- Selecting this alert will redirect the customer to the policy in question to update their decision.
Once the policy is accepted, the customer can return to the BOOKING menu and proceed with enrollment.
Policy Tracking and Reporting
The system offers robust tracking tools for staff:
- Customers can view current policy acceptance status in the Family Policies and Student Policies sections of the Customer Portal.
- Customers may update optional student policy responses at any time.
- Required policies must remain accepted before the system will allow the student to enroll.
Online Activity & Audit Logging
Any acceptance or rejection submitted via the Customer Portal is logged under Online Activity, using the "Policies" activity type.
A detailed audit log entry is also created for each action, visible on the family or student record.
Staff can view a full acceptance history by navigating to the Policies tab on the family/student record, with available reporting and filter options.
Troubleshooting & FAQs
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Why is a customer being prompted to reaccept policies?
- Policies display again when they are new or updated, or when required acknowledgments are missing.
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A customer says they cannot enroll because of rejected policies—what should they do?
- They must select the “Has Rejected Policies” alert during enrollment or navigate to their Family Policies/Student Policies area to update the required policy response.
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Why does the Appointment Policy not appear for some families?
- The Appointment policy displays only when active appointments with openings exist, and Show Appointments and allow visitors to register for them is enabled under SETTINGS>CUSTOMER PORTAL>OTHER SETTINGS>GENERAL SETTINGS.
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Can customers change their responses to policies later?
- Optional Student Policies may be updated at any time. Required policies must remain accepted to enroll.
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How can staff review a family’s policy acceptance history?
- Staff can view the details under the Policies tab on family/student records and in Online Activity logs.