Table 1. this table shows the main reasons a payment rejects and the different Manual Follow-up (MFU) DOC texts that can display for a rejected payment.
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Item |
Description |
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1 |
Above maximum limit
DOC text
Payment on this record has rejected as it exceeds the system limit. This is not a returned payment from a financial institution. Please check the calculation of the payment to ensure that it is accurate. If this payment is correct, you should reissue the payment by placing an R next to it on the PS screen and you will then be presented with the RDRP screen. If the Reissue All option is not available, you will need to page down or select next page until it is. Then enter Y in this field, fill all other fields and hit enter. You will then be prompted to confirm. You will not need to enter an amount, simply reissue the entire payment and the system will split it into smaller components that it can handle. If the customer is not entitled to the payment, it must be blocked to prevent it being reissued. Please follow Operational Blueprint process or if you require assistance in determining the correctness of the payment, please seek support from your Local Peer Support (LPS).
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2 |
Benefit type code invalid
DOC text
Payment has rejected as the benefit type code is invalid. This is not a returned payment from a financial institution. Please review this payment and determine whether it is appropriate to reissue. Please check that the payment destination and the calculation of the payment is accurate and review the record to ensure the customer is entitled to the payment.
If appropriate, please reissue the payment from PS screen to give the system another opportunity to correct the benefit type code in the strip process. If the payment rejects again, please submit a service request to ICT via mySupport. If the customer is not entitled to the payment, the payment must be blocked to prevent it being reissued. If satisfied the entitlement is confirmed, please reissue the payment as per Operational Blueprint.
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3 |
Non-D Group Payment
DOC text
A payment has been generated for delivery on a non-D pay code. This customer is included in a Group Payment Schedule and can only be paid on a payday D and must not be on a weekly payment. This is not a returned payment from a financial institution. It is important that customers on a Group Payment Schedule report on time to prevent payment delay. If the customer is also on a weekly payment, action must be taken to stop the weekly payment. You must refer to Operational Blueprint 103-04040090 for the approved process on how to reissue the rejected payment.
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4 |
Non-D Group Payment when EPED not B
DOC text
This customer is included in a Group Payment Schedule and can only be paid on a payday D and must not be on a weekly payment. This is not a returned payment from a financial institution. If the customer is on a weekly payment, action must be taken to stop the weekly payment. If the customer's pay codes are not B D, remove the customer from the Group Payment Schedule, correct the pay codes on RAD screen, and reinstate them on the Group Payment Schedule.
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5 |
Cheque payment
DOC text
Payment has rejected as it was issued by payment method CHEQUE. This is not a returned payment from a financial institution. Cheque payments are no longer supported, and a valid payment destination must be provided before reissuing the payment.
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6 |
Account number invalid
DOC text
Payment has rejected as the customer's payment destination is either invalid or missing. This is not a returned payment from a financial institution. You must refer to Operational Blueprint document 103-04040090 for the approved process on how to reissue the rejected payment.
ABSTUDY and Assistance for Isolated Children (AIC)
ABSTUDY and AIC payments can be made to either customers or third parties, and payment destination details are not always coded on the Payment Destination Summary screen. Staff not trained in these payment types should refer rejected payments to the relevant team for processing per rejected payment Operational Blueprint instructions.
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7 |
Below minimum limit
DOC text
Payment has rejected as it is below the minimum system limit of one dollar. Please either reissue the payment to coincide with the customer's next regular payment or pay the customer one dollar via the PYAJ facility. Please note separate process to reissue rejected Centrepay (PINS) deductions.
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8 |
Overseas wire in Aus
DOC text
Payment has rejected as delivery method was for an overseas wire where the customer record is hosted in an Australian system environment. This is not a returned payment from a financial institution. For additional information on the handling of rejected payments, please review Operational Blueprint document 103-04040090. Related links in this file will explain the approved process and any handoff procedure for delivery of payments to Centrelink customers outside of Australia.
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9 |
Other
DOC text
Customer payment has been rejected by the payment strip and may require reissuing. This is not a returned payment from a financial institution. You must refer to Operational Blueprint document 103-04040090 for the approved process on how to reissue the rejected payment. Please check that the payment destination and the calculation of the payment is accurate and review the record to ensure the customer is entitled to the payment. If the customer is not entitled to the payment, the payment must be blocked to prevent it being reissued. If satisfied the entitlement is confirmed, please reissue the payment as per Operational Blueprint.
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