Complaint on Lack of Quality Service

[MargT]

Thank you Tracey that worked!

Now I am going to update my job notes straight away so it doesn't happen again.

I wasted so much time with the Phone based teams who went on my computer and didn't see that.  They need some training badly.

Thanks again.

Look forward to you helping me with the other problem which I too have had no succes with the Phone based teams and who gave me the wrong advice by the sounds originally.

[Tracey_H]

Hi @MargT 

Thanks for that information, based on your payslips I've replicated this in my software. The Prepare electronic payments window would have shown this before the payment was made. You've got the original pay transaction (ID 301), the reversal (CD000055) and the adjustment (ID 302) for the new higher amount.

The original transaction (1421.50) and the reversal (-1421.50) should have been ticked, clicked on Bank file and recorded the electronic payment transaction. As they are the same amount they clear each other out to zero so no bank file is created but they are removed from that window. The adjustment pays (1687.50) would then be ticked and the bank file created to pay the employees.

In your screenshot, you've got the reversal (-1421.80) and the adjustment pay (1687.80) which indicates that the first incorrect pay was processed when creating the electronic payment, not the adjustment pay. As the transactions left in the Prepare electronic payment window don't zero each other out, you can't just process the transactions to remove them from that window. That will leave you with an electronic payment in the Reconcile accounts window that you can't match to an actual payment.

The next step to resolve this is finding that electronic payment transaction that was created and paid with the bank file and checking the transactions that were included in it. 

Let me know how you go with that.

[MargT]

Hi Tracey,

Yes I understand.  I was given the wrong instructions from phone support and this is a mess.

In those payslips I sent, the first transation with EFT is the electronic payment transaction.

I just pulled up a Payroll Advice report for the 20/7 and  there are five transactions for this:

EFT $1421.80

ADJ $1687.80

CD000028 ($1421.80)

ADJ 2 $1687.80

CD000032 ($1687.80)

How can I fix this?  Is there any other way of getting support than these emails going back and forth?

Thanks
Margaret

[Tracey_H]

@MargT 

Hi Margaret

The process you've done to adjust the pays is correct, ie, reverse and reprocess. Where it has gone wrong is in the Prepare electronic payments window. If I understand correctly the employee should have been paid $1687.80, however, the EFT transaction is for $1421.80 which indicates that the employee was underpaid. If the employee should have been paid $1687.80, ADJ $1687.80 should have been ticked when creating the bank file.

I'd confirm this by checking the electronic payment transaction, not the pay transaction. You can find the electronic payment transaction by running the Electronic payments register report or in Find transactions>>Account tab>>Search by 1-1130 electronic clearing account. This will show the pay transactions as credits and the electronic payment transactions as debits with a reference no starting with EP. 

If the employee was paid $1421.80 what you'll need to do is:

1. reverse ADJ $1687.80
2. record a postive pay that is exactly the same as the reversal CD000028 -$1421.80

Then in the Prepare electronic payments window you'll have:

1. ADJ $1687.80 and the reversal for -$1687.80
2. CD000028 -$1421.80 and the positive pay $1421.80

Tick all four transactions and click on Bank file, when the Save as window opens click Cancel because you don't need to upload the file to the bank. This will clear those transactions from the Prepare electronic payment window. 

You will then need to process a separate pay for the underpaid amount, or you can include it in the next normal payrun.

If you're still having issues with this please send me a screenshot of the electronic payment transaction. From the  Find transactions>>Account tab>>Search by 1-1130 electronic clearing account>>click on the zoom arrow to open the electronic payment transaction.

Please let me know how you go with this.