Bill Pay Troubleshooting

If after troubleshooting you are still unsure of how to solve a customers issue, please submit an issue ticket here: https://app.smartsheet.com/b/form/0a4758791899401288d6de608803331f  

• Business Bill Pay Users
  • Q2 Troubleshooting
    • Check that they have the following information on their Q2 profile:
    • Both a home & business phone on their profile 
      • It can be the same phone number, the SSO needs the field filled
        • Ensure there isn’t a phone number of all zeros on the account
      • Have an correctly formatted email on file for the user
      • The users CIF matches the business customers CIF
      • They have access to deposit accounts
    • In User Management review their feature/transaction rights and make sure they have bill pay enabled. 
    • NOTE: only the admin of the business should have Bill Pay Admin checked
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        • If the user is NOT the admin, make sure to check with them first before enabling to ensure they should have access to bill pay.
    • Have them check their cookie settings-
    • You can csr assist to see if we are able to get a connection into customers bill pay. 
      • if we are getting a connection then customer may need to clear or set their cookies to always allow within "settings" for their browser.
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  • PartnerCare Troubleshooting
    • Review the customer in Partnercare and make sure the user has appropriate access to the customers bill pay account
    • Make sure there are no closed accounts  in PartnerCare 
    • If they were frozen due to fraud confirm that it is ok to reactivate before doing so
  • AlloBaaS Team
    • Check their 3^rdparty data to ensure they are connected to billpay
      • Self Service Forms à Third Party Data à Manage Bill Pay Data
      • Search for the customer and confirm that they have 3^rd party data which means they are connected to Partner Care
    • You can also run a report to confirm the subscriber ID that is connected to see if that needs to be updated
      • Reporting à Q2central Reports à Business Bill Pay User Report à Run with no criteria
      • Then find your customer on the report using ctrl F  and compare the subscriber ID to PartnerCare
• Retail Bill Pay Users 
  • Q2 Troubleshooting
    • Make sure the customer has a phone number and email on their Console profile
    • Make sure they have deposit accounts on file with full access
  • Partnercare Troubleshooting
    • Make sure there are no closed accounts  in PartnerCare 
    • If they were frozen due to fraud confirm that it is ok to reactivate before doing so
  • If everything looks good please send to https://app.smartsheet.com/b/form/0a4758791899401288d6de608803331f   with a full description of the error they are receiving
• Incorrect Payments
  • If a customer makes an incorrect payment via BillPay here is some information we can provide them
  • Payment sent electronically
    • If the payment was made incorrectly and it went as an electronic payment, this should not be stopped because in most cases it has already been received by the merchant. The customer could reach out to that merchant and let them know that they overpaid and are looking for a partial refund. In most cases this is something can be done if they are willing to do so. Do keep in mind that this would be totally up to that merchant on how to handle. 
    • If the customer does not get a response you can always open a case within Partner Care for payee contact. We could then try to reach out and possibly provide proof of payment and ask for the refund.
  • Payment sent via check
    • Login to Partner Care --> Click “Search” and click on the drop-down menu. Determine which option you want to search by.
      
    • Pull up customer profile & Click “ Add a Case”.
      
    • Click on the Reason Category drop-down menu.
    • Select “Payment Inquiry” when requesting a Stop Payment
    • Click on the Priority drop-down menu, leave as “normal” unless requires immediate attention.
      
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    • Enter Stop Payment request --> Click “Send to CheckFree
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    • How to Check Case Status
       
      • Double click on a case note
        
      • Scroll down to Case Interaction
      • Notes: Shows the transcript of both the customer or bank agent when contacting Checkfree
        
      • Correspondence: Shows the transcript from Checkfree