Bounced Payroll & Credit Hold

access level payroll advisor (full access), manager (full access) module payroll payroll history, billing tab this document explains what happens when a payroll payment is marked as bounced, how it affects other records, and the steps to resolve bounced payments properly when you mark a payment as bounced when you mark a payment as bounced from the payroll history tab 🔄 automated the system performs these actions reopens the payroll record in the payroll dashboard applies a bounced flag for visibility changes the processing program to escalations logs record details for audit tracking what you can and can't do when a record is flagged as bounced ✅ you can view the record in the billing tab with invoice information visible process manual payments only (automatic payments disabled) charge or mark a payment as received view all payroll details and history ❌ you cannot edit payroll details or document requirements move the record to processing use automatic payment methods include in weekly reset process \[screenshot billing tab showing manual payment options only] customer wide credit hold ⚠️ warning if one payroll bounces , all other payrolls for that customer (even new ones) will be flagged with credit hold kept in their original processing program visible in dashboards and reports processable if needed (but payment restrictions apply) resolving the payment payment collection process when the customer makes a payment open the bounced payroll record select manual payment or process payment process the payment using one of these methods credit card select process payment and follow prompts ach record ach transaction details in manual payment form wire enter wire transaction details including reference numbers internal collection document collection method in notes field removing the bounced flag after payment is collected navigate to the notifications tab select dispatch notification choose bounced payroll collected template send confirmation to customer 🔄 automated the system will remove the bounced flag once processed remove credit hold from all related records return all records to normal status log everything for audit purposes bounced payroll filter 📌 tip use the dedicated filter to manage bounced payrolls efficiently to apply this filter select advanced filters at the top of the payroll dashboard enable the is bounced toggle view all payrolls flagged as bounced customer notifications when a payment bounces 🔄 automated the customer receives an email with affected payroll information instructions on how to resolve contact link or instructions urgency of resolution when payment is resolved ℹ️ note to complete the process, you must manually send the bounce confirmation email the confirmation email includes confirmation that payroll has been processed summary of the payroll (pay period, employees paid) applicable attachments (check register, invoice, pay stubs) contact information for questions form logic for bounced resolution manual payment form fields field name field type required validation payment amount currency ✅ always must match invoice payment date date ✅ always cannot be future payment method dropdown ✅ always card/ach/wire/other reference number text conditional required for wire notes textarea ❌ optional 500 char max system actions by payment type payment type system action flag removal credit card immediate processing after approval ach record transaction after confirmation wire manual recording after verification other document method after processing troubleshooting & escalation common issues cannot mark as bounced symptoms button disabled or not visible possible causes not ach payment method already marked bounced insufficient permissions payroll not finalized resolution steps verify payment method is ach check current flags confirm user permissions ensure payroll completed credit hold not applying symptoms other payrolls missing credit hold flag possible causes system sync delay different customer account manual override present processing error resolution steps wait 5 minutes for sync verify same customer check for overrides refresh dashboard cannot remove bounced flag symptoms flag persists after payment possible causes confirmation email not sent payment not fully processed system update delay multiple bounced records resolution steps send bounced collected email verify payment complete wait for system update check all bounced records when to retry vs escalate retry these actions 🔄 payment processing 🔄 email notification send 🔄 dashboard refresh 🔄 different payment method escalate immediately for 🚨 cannot process any payments 🚨 flags not updating system wide 🚨 multiple customers affected 🚨 database sync errors escalation process level 1 team lead/manager payment method overrides flag removal approval customer negotiations special payment arrangements level 2 it help desk system flag issues payment processing errors email system failures database inconsistencies how to submit an it help desk ticket 📌 tip see how to submit a support ticket for detailed instructions quick reference navigate to help in the navigation bar select it help desk include customer name, payroll details, payment attempts screenshot bounced record and payment screen note all affected payroll records best practices 📌 tip prevent bounced payrolls by monitoring payment patterns updating payment methods proactively setting up payment reminders offering alternative payment options quick resolution checklist mark payroll as bounced contact customer immediately document payment arrangement process payment when received send confirmation email verify flags removed update payment method if needed related processes bounced payrolls connect to payment processing alternative methods customer status may trigger pending cancellation compliance affects carrier requirements collections internal processes next steps after resolving bounced payrolls billing tab update payment methods payroll history review payment patterns pending cancellation guide prevent escalation 📚 quick reference need help with terminology? check our januscrm glossary & acronym index for definitions of all terms used in this documentation questions about permissions? review the user roles & permissions matrix to understand access levels