Frequently Asked Questions about Payment Automation

This section contains frequently asked questions related to Payment Automation that concern the following topics:

Bank Account Onboarding

• Electronic Signature Attestation and Agreement

• Setting Up Auto-Debit

Account Management and Maintenance

• SuiteBanking Account Information Change

• Changes to Certificate of Banking Authority

• Re-applying for a HSBC Virtual Card

Bank Account Information

• Request for Audit Confirmation from HSBC

• Request Bank Reference Letter Confirming Accounts with HSBC

Check Payments

• Handling an Unprocessed Returned Check

• Handling a Returned Check Due to Insufficient Funds

• Retrieving a Check Image

• Stopping a Check Request

ACH Payments

• Handling an ACH Payment Failure or a Beneficiary Claiming Non-Receipt

• Handling an ACH Payment Returns

• Requesting an ACH Payment Amendment, Reversal, or Deletion

Daily Limit Validation

• Daily Limit Validation

• Determining the Available Balance

• Increasing Daily Limit

• Daily Limit Exceeded

• Payment on Bank Holiday

Payments

• Handling Suspected Fraudulent ACH or Check Transactions

• Making a One-Time Payment to Top up the HSBC Online Account

• Transferring Funds to and from the HSBC Online Account

Payment Method Optimization Service

Important:

This service has been temporarily disabled.

• Payment Method Optimization

• Sharing Vendor Data with Optimization Team

• Vendor Data Received by Optimization Team

• Vendor Does Not Agree to Use Virtual Cards

• Vendor Agrees to Use Virtual Cards

• Service Benefits for Customers

• Service Benefits for Vendors

• Disable Payment Method Optimization Service

• Re-activate the Payment Method Optimization Service

Vendors and Payment Optimization

• Processing Virtual Card Remittances

• Processing Payments for Different Amounts Than On The Remittance

• Lost Card Information

• Virtual Card Numbers Not Working

• Incurred Charges for Participating In The Service

• Notifications When Virtual Cards Are Assigned To Invoices

• Handling Multiple Invoices For a Payment

• Virtual Card Refunds or Credit Chargebacks

• Overdue Balances

• Retaining Virtual Cards on File

Virtual Card Payments

• Adding, Removing, or Modifying the Virtual Card Program Administrator

• Resetting the Four-Digit Program Administrator Unique Identifier Code

• Amending, Canceling, Recalling, or Blocking Virtual Card Payments

• Setting Up Recurring Virtual Card Payments

• Ad Hoc Mid-Cycle Payment to Pay off the Virtual Card Balance

• Making an Ad Hoc Mid-Cycle Payment to Clear the Virtual Card Balance

• Initiating a Non-Fraud Virtual Card Payment Dispute

• Accessing an Older Virtual Card Statement Not Available on the Payment Automation Dashboard

• Disagreeing with the Annual Statement Credit Amount

• Requesting an Investigation Non-Receipt of Annual Credit

• Clearing Virtual Card Account Delinquency and Reactivating the Account

• Submitting a Notice of Suspected Virtual Card Fraudulent Activity

• Acting Upon a Remittance Email

• Processing a Different Virtual Card Amount

• Dealing with Lost Virtual Card Information

• Dealing with Virtual Card Number Not Working

• Virtual Card Remittance Email

• Paying Multiple Invoices from a Single Vendor

• l Refunding a Virtual Card

• Handling an Overdue Payment

• Keeping Virtual Cards on File

Billing for Bank Accounts

• Submitting a Query Regarding Changes to Fees and Charges on the Statement

• Submitting a Query Regarding Billing Transactions or Charges

• Understanding the Billing Statement Calculation

• Understanding the Two Billing Statements

• Requesting a Billing Statement Copy

• Requesting a Change to the Auto-Debit Account Setup

• Changing the Allocation of the Credit Limit between ACH and Virtual Cards after Onboarding

• Requesting a Virtual Card Credit Balance Refund

• Disagreeing the Billing Amount because of Additional Fees

• Requesting a Large Print Statement

• Setting Up Debit Blocks on the HSBC Online Account

Related Topics

Payment Automation SuiteApp

Overview

Setting Up Payment Automation

Making Money Transfers

Processing Payments

Statements and Reconciliation

General Notices