Collections Timeline and Workflow

The purpose of this article is to provide Extension staff with an outline of the steps BFS takes to collect on student and group customer accounts receivable (invoices) and the standard collections timeline for different account types.

UCLA Extension Collections Process

The Billing team in BFS is responsible for collecting balances due from student and group customers. Generally speaking, students are given 30 days and groups are given 90 days to pay outstanding balances. Per UC policy, BFS cannot extend credit to students except when the balance is the result of a transfer between courses with different fee amounts or when the student requests assistance from Enrollment Services to process an enrollment and payment over the phone.

The below timeline and workflow represent BFS standards. In the event the student or group customer is actively engaged with BFS and continues to make good faith efforts to resolve past due balances with us, we may extend certain deadlines accordingly at our sole discretion. Account write-offs and holds are to be used as a last resort.

In all cases, account holds are released when the outstanding balance and/or balance previously written-off is paid in full.

Invoice Aging	Student Balance Due	General Group Balance Due	Custom/IP Group Balance Due
Not Yet Due	1st collections email to student re: balance due and account hold if balance remains unpaid after 30 days	Distribute invoice to group billing contact(s) after drop deadline each quarter	Distribute invoice to group billing contact(s) after drop deadline (IP) or as per instructions (ICCP)
31+ days	A hold is placed on the student account in Destiny. Email notification is sent to student of course drop(s) and account hold	1st collections email to group billing contact(s) w/ due date and hold reminder	1st collections email to group billing contact(s) w/ due date and hold reminder
91+ days	Student balances which age beyond 90 days will be written-off	2nd collections email; account hold activated Cc: A/R Manager + Roxy	2nd collections email; account hold activated Cc: A/R Manager, Roxy + Program Director
121+ days	n/a	unpaid aged balance is written-off; hold remains on account until past-due balance is cleared	unpaid aged balance is written-off; hold remains on account until past-due balance is cleared

For additional information about this topic, please contact [e-mail].