Returned or rejected Centrepay payments 103-09020010

National Business Gateway Recovery Team (NBGRT) receive email advice from the Centrelink Cash Management Team that a Centrepay deduction to a Centrepay Business has been:

• returned by the Reserve Bank of Australia (RBA), or
• rejected by the Financial Institution

For:

• Centrepay returned or rejected GDES/GARP payments, go to Step 2
• Centrepay returned due to the amount being under $1.00:
• Manual Follow Up (MFU) allocated to Service Officer, see Table 2
• MFU allocated to NBGRT, see Table 3

NBGRT must:

• check for a Manual Follow up (MFU) activity on each individual customer record listed in the email
• compare the details to the failed payments email received from the Centrelink Cash Management Team

If a MFU is generated for a rejected payment and the customer does not appear in the email, the Centrelink Cash Management Team must be notified.

If a customer is listed in the email and there is no corresponding MFU on the customer record, there is no need to advise the Centrelink Cash Management Team.

If the Centrepay payment has rejected, check the following before contacting the business:

• the Organisation Service Bank Summary Screen (OSBS). If the bank account details have been updated since the payment rejected, the payment can be re-issued. Go to Step 5
• the bank account information on the business application form. If this information has been transferred incorrectly, email the National Business Gateway Business Application Team to have the information corrected. Once the information is updated the payment can be reissued. Go to Step 5

If the information is unable to be verified and updated, go to Step 4.

If the information is unable to be verified on the business record, contact the business to advise a Centrepay payment has been returned and confirm the correct bank account information.

If the circumstances that caused the rejection cannot be rectified immediately, for example, change of ABN or business structure, the business will need to be referred to the CCeS, EVoR, RDS and ERS Program Team for follow-up and the payment will need to be returned to the customer, go to Step 6.

If the business can provide updated bank details, they must do so in writing from an Authorised Officer. See Centrepay business notifies of changes.

Once changes have been confirmed and updated, NBGRT must reissue the payment to the business, go to Step 5

In the customer's record:

• Go to the Payment Summary (PS) screen
• 'S'elect the original payment
• Select Continue, the Payment Deduction Detail (PDD) screen will display
• Key 'R' in the box and press [Enter]
• Complete the activity from the Redeliver Rejected Payment (RDRP) screen:
• Key notes detailing the GDES return
• Key 'INT' into the Source: field and date of reissue in the DOR: field
• Check the PS screen to make sure the payment will deliver successfully
• Complete or cancel the MFU activity on the customer record
• Record details on a DOC on the business record
• Annotate the DOC on customer record

Note: the reissued payment will show on the business's Centrelink Deduction Report.

Procedure ends here.

In the customer’s record:

• Go to the Payment Summary (PS) screen
• Key 'R' against the original payment
• Select Continue, the Payment Deduction Detail (PDD) screen will display
• Key 'C' in the box next to the rejected amount and press [Enter]
• Complete the activity from the Returned Payment (RTN) screen
• Key notes detailing the GDES return
• Key 'INT' into the Source: field and 'date of reissue' in the DOR: field
• Check the PS screen to make sure payment will deliver successfully
• Complete or cancel the MFU activity on the customer record
• Cancel the Centrepay deduction if the payments will continue to return or be rejected
• Record details of the returned payment on a DOC on the business record
• Annotate the DOC on the customer record

From the Activity List (AL), enter the MFU activity and select Keywords.

If keyword CPYNBG is not present, add CPYNBG keyword manually. Go to Step 2.

The MFU work item will need to be unassigned from the Inbox. For further information, see Workload Management.

From Inbox, select the MFU work item:

• Select Unassign
• Reason; User Unavailable
• Select Submit

Note: this may take some time to clear from the Inbox.

Procedure ends here.

Note: this process does not relate to the GDES or GARP returns.

In the customer’s record:

• Select the Manual Follow up (MFU) activity on the Activity List (AL) screen for the rejected amount <$1.00
  Note: if an email notification is received an MFU activity may not be present, in which case go to next point
• Go to the Payment Summary (PS) screen
• 'S'elect the relevant payment delivery date
• Select Continue, the Payment Deduction Detail (PDD) screen will display
• Key 'C' in the box next to the rejected amount and press [Enter]
• Complete the activity from the Returned Payment (RTN) screen
• Type of Direct Credit Return: REJ
• Returned Amt: Enter amount to be reissued (this is the exact amount that was rejected)
• Notes: key notes - Rejected Payment – {Insert 555 xxx xxxx and Business Name}
• Key ‘RTP’ into the Source: field and ‘date of issue’ in the DOR: field
• Key ‘Y’ into the Finished: field
• Press [Enter] or select (continue)
• Finalise the MFU and RTN updates in the one MFU activity
• Check the PS screen to ensure payment will deliver successfully
• Annotate the DOC with the following information:
  Centrepay deduction which was due to deliver to [Insert Business Name] on date dd/mm/yyyy failed as the [insert exact $ amount] payment amount was less than the $1.00 minimum for Centrepay payments to organisations. Payment was refunded to the customer on [insert date]
• Check the Document List (DL) for any open docs regarding ‘Rejected Payments’ and complete