This section describes common overpayment procedures based on functionality provided in the base product.
Use this procedure to manually add an overpayment process.
Use the menu navigation to launch the add an overpayment process dialogue.
If there is already an account displayed in the dashboard, this account is defaulted. If no account is displayed or if the incorrect account is displayed, use the search to select the account. Once the account is selected, use the obligation dropdown to select the appropriate obligation.
Once the obligation is selected, select the appropriate overpayment process type from the dropdown. Only those types that are valid for that obligation’s tax type are available.
Fill in information about the refund method and Save the record.
At this point the system will immediately do various checks resulting in different possible states:
Overpayment validation rules are checked. If there are any issues, the overpayment will be in the Issues Detected state. Refer to the Resolving Issues for an Overpayment Process section below for more information.
If the system has found an active suppression that impacts this overpayment, the overpayment will be in the On Hold state.
The overpayment may automatically transition to Complete if one of the following conditions is true:
The system detects that the amount of the credit is below the minimum write off threshold. The amount will be written off, bringing the balance to zero and the process will complete.
The system detects that no approval is necessary and subsequent algorithms use the credit for other purposes, such as offsetting other debt for the same account. If the balance is brought to zero, the process will complete.
If the system has determined that approval is necessary, the overpayment will be in the Approval in Progress state. An appropriate user will need to approve the record before it proceeds.
If the system has determined that no approval is necessary and a refund is required, the overpayment transitions to Refund Approval in Progress where it waits to be linked to a refund control for approval.
An overpayment process is validated when it is initially created. In addition, once a refund is detected, validation specific to a refund amount (such as verifying bank details for a direct deposit method) is checked. If issues are found during either of these steps, the overpayment process will transition to the Issues Detected state and a To Do is created. Use this procedure to resolve issues for an overpayment process.
Navigate to the overpayment process portal. If you are viewing the To Do entry, should can drill into the overpayment process from the To Do.
An issues list will appear at the top of the overpayment process zone. If the problem is related to information on the overpayment process, you can Edit the overpayment process and correct the error. If the issue is related to a specific field, a 'go to' button will appear next to the issue. After saving the changes, you can then click Reprocess so that the system revalidates the updated overpayment process. At this point, the overpayment may transition to any of the states as described in the Manually Creating an Overpayment Process section above.
The problem may be that related to the state of the overpayment’s obligation. For example, it may be that another pending direct deposit was detected. Or it may have detected that there are no valid bank details for the obligation’s main person. You may need to correct information elsewhere in the system before attempting to reprocess the overpayment. If you determine that the overpayment should not progress, click Reject and provide an appropriate reason.
If an overpayment requires approval and you are in the To Do role that is allowed to approve the overpayment, use this procedure to approve the overpayment:
Navigate to the overpayment process portal. If you are viewing the To Do entry, should can drill into the overpayment process from the To Do.
Review the overpayment process details. Note that if the obligation’s balance has changed since the last time the overpayment was updated, a message is visible to the user. If the balance is no longer a credit, or is zero, the overpayment is no longer needed. However, the user must still take an action to reject or approve the process. Approving an overpayment in this situation will cause it to immediately complete.
To allow the overpayment to progress, click Approve. If additional approvals are required, the overpayment will remain in the Approval in Progress state. A To Do for the next approval level will be generated. If you are the last or only approver, the overpayment will transition to one of the following states based on various conditions:
On Hold. This will occur if the system has found that an active suppression that impacts this overpayment has been created since triggering the approval step.
Complete. This will occur if the balance of the obligation becomes zero or no longer a credit. This could occur if the balance had already changed prior to the approval as described above. It could also occur after approval if algorithms linked to the overpayment apply the credit to other debt or use it in some other manner.
Issues Detected. This will occur if there is an amount to refund and the refund validation algorithms detect an issue. For example, there may be an issue with the taxpayer’s bank details. Refer to the Resolving Issues for an Overpayment Process section.
Refund Approval in Progress. This will occur if there is an amount to refund and no issues are found. The overpayment must now wait to be included in a refund control for further processing.
If there is a reason that the overpayment should not progress, click Reject and provide a rejection reason.
Normally a user does not need to cancel an overpayment process. A process that initiated the overpayment may cancel it if the initiating process is canceled. For example, if the overpayment is created by a tax form, reversing the tax form may cause the overpayment to be canceled. An implementation may choose to allow users to cancel an overpayment process manually. Use this procedure to cancel an overpayment manually:
Navigate to the overpayment process portal for the overpayment than needs to be canceled.
Click Cancel and provide an appropriate cancel reason, if prompted.
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