Find Status or Method of Customer Payment-1975

The Payment History displays payments made by credit card, debit card or electronic funds transfer
 

• Post Date: the date the payment was applied
   
• Amount: amount of the payment
   
• Statement Code: statement where the payment was applied
   
  • If multiple statements, payment could be applied to a specific statement
     
• Source: Displays method of payment:
   
  • DIRECT DEBIT (ACH BANK WITHDRAWAL)
  
  
  • VISA 16
  
  
  • MASTERCARD
  
  
  • DISCOVER
  
  
  • AMERICAN EXPRESS
  
  
  • LOCAL OFFICE
  
  
  • LOCKBOX - includes both Physical (paper checks) and Electronic Checks from Online Banking and 3rd Party Payment centers
  
  
  • EQUIP COLLATERAL-DIRECT DEBIT (ACH)
  
  
  • APS, aka Checkfree Pay - a vendor that collects payments, mostly from a walk in locations
  
  
  • CHECK (manual check)
     
• Account: Displays the truncated account number
   
• Pymt Src: Displays how the payment was made
   
  • IVR: automated system
  
  
  • WEB: Our company website
  
  
  • INP: in person
  
  
  • MOB: Our company Mobile app
  
  
  • PHO: paid by phone
  
  
  • BIL: mail or autopay
  
  
  • REF: refund back to MOP
  
  
  • MAI: seldom used by Payment Processing to process a payment manually
     
• Approval Code: Shows the payment system approval
   
  • Batched payments have a bank hold placed against funds
     
  • Bank holds can remain in place for up to 7 days, depending on the financial institution
     
  • You cannot change the payment amount or delete the payment
     
  • Pending payments can be deleted when necessary
     
  • Auth Code: Shows the authorization code from the financial provider for the payment

• If a payment is not processed, it will appear on the customer's ledger in the following manner:
   
  • Returned Check
     
  • MOP Denial
     
  • Stop Payment
     
  • Payment Deleted
     
• Choose your words carefully to ensure the customer does not become upset with the message you are conveying
   

• To determine the status of a customer's payment, go to:
   
  • MOP/Payment History Tab
     
  • Payment History
     
  • Highlight the Payment - the detail appears as MOP Account History to the right
     
• Declined Payments appear in Financial Notes on the Summary tab. They are not on the MOP/Payment History tab 
   
• Reminder: uncheck Hide Financial Notes on Summary tab to see the customers payment history and transaction information

• Approved and declined payment notes are found on the Summary Tab
   
  • Paymentech transaction codes which the customer can use with their financial institution
     
  • 201: Invalid credit card number
  
  
  • 275: Ceiling Limit (transaction exceeds the limit)
  
  
  • 302: Credit Floor (insufficient funds)
  
  
  • 303: Processor Decline (generic decline no other info provided by issuer)
  
  
  • 502: Lost/Stolen. Resolve with customer. Card reported as lost/stolen.
  
  
  • 510: Over frequency limit (exceeds activity count limit)
  
  
  • 522: Card is expired
  
  
  • 530: Do not honor (generic decline-no further information provided by the issuer)
  
  
  • 571: Revocation of authorization - card holder requested all recurring/installment payments be stopped.
  
  
  • 591: Invalid credit card number
  
  
  • 594: Other error - unidentifiable error. Issuer generated
  
  
  • 606: Invalid Transaction Type (Possible System Outage or Prepaid credit card we do not accept)
  
  
  • 754: Bank Account is closed
  
  
  • 755: No account/unable to locate
  
  
  • 763: Invalid account number
  
  
  • 825: No account - account does not exist
  
  
  • 758: Account frozen
  
  
  • 765: Customer advises not authorized
  
  
  • 806: Restraint - card has restriction for this type of transaction

 
• Never tell a customer their payment was returned for insufficient funds
   
  • Tell customer to contact their financial institution; when we processed the payment, their financial institution indicated the transaction could not be completed

• The Customer Ledger STOP PAYMENT CHECK REVERS and the dollar amount of the stop payment
   
  • Check Reversal Transactions are returned to the ledger by AR category
     
• The Financial Services Notes on the Summary tab will contain information regarding the return
   
  • It may be necessary to add multiple entries on the ledger to determine the total amount of the stop payment transaction

• The Payment History on the account always shows the payment was accepted, even when returned
   
• The Customer Ledger reflects MOP DENIAL W/O CHARGE -OR- NSF WITH CHARGE and dollar amount of the returned payment
   
  • Transactions are returned to the ledger by AR category
     
  • NSF transactions incur a $25 AUTO RETURN CHECK CHARGE, which appears with the returned payment activity in the ledger
     
• Financial Services notes on the Summary tab contains information regarding returns
   
  • It may be necessary to add multiple entries on the ledger to determine the total amount of the returned transaction