Superannuation "Processing Payment" status

[Aideen]

Good Morning

I have also fallen victim to double payments for one of my companies. Two months worth i.e 4 payments instead of 2. What is the process to have the payments reversed as all the posts on the forum are unclear as to this.

Aideen Ross

[Komal_S]

Hi @Aideen 

If your super payments were taken twice and you did receive an email regarding this, the payment would have been refunded to the bank account it was originally debited from.  Depending on your bank, these funds may take a few days to appear in your account. Once the funds have been returned to you, your superannuation contributions payment will need to be reprocessed. Here’s how you can resubmit.

If you did not receive any email regarding double debit, please do not reprocess and reverse as the payments would be automatically processed within a few days. 

Please let us know if you have further questions on this. 

[Aideen]

Thanks Komal

I recived no email - my double dip happened after the first occurrence system wide did.  Copy of the double transactions attached.

[Komal_S]

Hi @Aideen 

Thanks for attaching these, can you confirm if you have received refunds for any of these amounts? 

[Aideen]

No @Komal_S  Nothing has been refunded.

[Komal_S]

Hi @Aideen 

Can you please attach a screenshot of the Payroll>>Manage Payments window as we think that the payments could have been manually processed? Once we have a screenshot of that window, we would be able to identify the real cause. 

[Aideen]

@Komal_S 

In the attached screenshot the highlighted payment had been stuck in status "Processing Payment"mode for 2 days. Second payment authorised and processed immediately.

[Komal_S]

Hi @Aideen 

If you log out and log back into the Manage Payments window again, the status should change. With regards to the issue of double payments, we have confirmed that these payments were manually processed, therefore you would have to contact individual funds for getting the refunds for these payments or look at adjusting superannuation amounts for employees in their next pay run. 

Once the amounts have been refunded, follow the process in this help article to enter the transactions in the software.