Super payment returned by super fund – what should I do in MYOB Pay Super?

Question

Hi MYOB Support,

We recently made a superannuation payment through MYOB Pay Super.

It appears that one of the super funds has returned the payment (we received the money back into our bank account), however we cannot see any Pending, Failed, or Reverse status in MYOB Pay Super. The payment still appears to have been processed.

Could you please advise:

What should we do in MYOB Pay Super when a super fund returns a payment?

Do we need to manually reverse the payment in MYOB, or will the status update automatically?

How long does it usually take for the returned payment to appear in MYOB Pay Super?

Once the employee's super details have been corrected, what is the correct process to resubmit the payment?

Any guidance would be greatly appreciated.

Doreen_P · Answer

Hi @YICC,

Sorry for the confusion around that. For returned superannuation contributions, since the payment has been returned by the super fund, it’s best to follow the steps in this help article rather than using the Reverse Payment function: Returned superannuation contributions. That guide walks through the manual process to correct and resubmit the contribution properly. If you’ve still got questions after working through those steps, you can reach out to our support team via the Contact Us page so they can help you through it.

Cheers,

Doreen

YICC · Answer

Hi Doreen,

Many thanks for your reply.

Just to clarify, is the reversal you're referring to the one shown below?

If I click OK to reverse the payment, will this automatically update STP and notify the ATO? Will the employee's super contribution then reappear in the Pay Superannuation window for me to resubmit?

I'm asking because, based on the Returned superannuation contributions help article, it says I need to manually record a returned super contribution, process a zero-dollar pay with a negative super amount to reverse it, and then process another zero-dollar pay with a positive super amount before resubmitting the payment.

Could you please confirm whether using the Reverse Payment function performs all of these steps automatically, or whether I still need to complete the manual process described in the help article?

Doreen_P · Answer

Hi @YICC,

It sounds like you've had a bit of a super bounce-back boogie on your hands. When a super payment is returned to your bank account, the best next step is to fix the reason it was returned first, then reprocess the payment once the employee’s super details are corrected. For the MYOB side of it:

* You’ll need to manually reverse the super payment in Pay Super.
* Once the payment has been reversed, it will show again in the Pay Superannuation window so you can reprocess it.
* The status won’t always change automatically straight away just because the funds have landed back in your bank account, so it’s worth checking the returned payment and then processing the reversal in MYOB.

You can check this guide for the steps: Reversing superannuation payments. If it’s still not behaving the way you’d expect, it’d be best to reach out to our support team via the Contact Us page so they can take a closer look at the returned payment with you.

Cheers,

Doreen