Direct Deposit Reversals: Support

When a client reaches out stating they have paid the incorrect employee, or have paid an employee that no longer works with the company and requests information on how to retrieve the funds then this may require a Direct Deposit Reversal.

First response to the client should be requesting all pertinent information about the payroll that the error occurred in. Employee Name, the amount they were paid and the Check Date where it occurred.

General Information

  1. CertiPay legally has 5 business days from the check date to process a direct deposit reversal. 

  2. All money moving requests for CPO will be escalated to Tier 2 (Aaliyah Spell -> Jillian Swain -> Sarah Peagler is the order to which this should be escalated to if the prior is not in office)

  3. Direct Deposit Reversals have a one time fee

  4. For confirmation on Direct Deposit Reversals, you will reach out to Funding using the “Transaction Research” macro

  5. Billing will need to be made aware to charge the client, you will use the “Billing Invoicing” macro

Below are the steps to complete a direct deposit reversal: 

  1.  Provide the direct deposit reversal sheet for the client to complete and return. 

  2. Escalate to Tier 2 to process the direct deposit reversal. Be sure to include:

    • Completed DD reversal form

    • Link to payroll

  3. Once the reversal has been initiated, Support will need to escalate a ticket to Funding using the transaction research request macro. Include the employee name, total amount of the reversal and day it was initiated. 

  4. Once Funding confirms the reversal was successful, you can notify the client that we will be returning the funds to the company's account. Note, tag Tier 2 so that they can send funds to the company account. 

    • If the reversal was not successful they client has lost the funds.

    • If they paid the incorrect employee, they will need to work with that person to retrieve the funds. 

  5. Send Billing the Billing invoice macro and attach the complete direct deposit reversal form. 

  6. Work with the client on processing the funds back to the correct employee.