Introduction

• Always use BOLT when deleting a payment
   
  • BOLT stamps notes on the Summary Tab with the user, date, time with text indicating the payment was deleted with the post date, amount and MOP 
     
• When the deleted payment cancelled a non pay work order, email Financial Services fsbo@astound.com
   
• If the payment already posted, see Double Credit Card Payment/Pending Payment Authorization to setup and route a refund case

 

Resolution Steps

 

1. Select MOP / Payment History tab
   
   
   
2. Verify the Payment History contains a Pending Payment
   
   
   • When Aprvl Code column shows payment's Pending, a radio button appears in the Delete column
     
     
   • When Aprvl Code column shows payment is Batched, the payment moved to Unapplied Payments, and cannot be deleted
     
     
     
3. Click the radio button next to the Pending Payment and select Delete Payment 
   
   
   
4. Read the scripting to the customer
    
   • Advise the customer their Financial Institution may hold funds for 72 hours
     
     
     
5. Select Delete Payment
   
   
   • The payment flashes yellow followed by an immediate page refresh
     
     
   • Payment is no longer shown on the MOP/Payment History, General Ledger or Collections Tab
     
     
     
6. BOLT stamps notes on the Summary Tab with the user, date, time with text indicating the payment was deleted with the post date, amount and MOP
   
    
   • To view the note, uncheck Hide Financial Notes
     
     
     
7. Locate the convenience fee batch number on the General Ledger tab and delete the convenience fee