Bounced Payroll & Credit Hold

access level payroll advisor (full access), manager (full access) module payroll → payroll history, billing tab 🧭 overview this guide explains what occurs when a payroll payment is marked as bounced , how the system automatically updates related records, and the proper steps to resolve the payment and remove associated flags ⚙️ when you mark a payment as bounced when a payroll advisor marks a payment as bounced from the payroll history tab , the system automatically performs several actions to maintain accuracy and compliance 🔄 automated system actions reopens the payroll record on the payroll dashboard applies a bounced flag for visibility moves the record’s processing program to escalations logs record activity for audit tracking 🔐 what you can & can’t do ✅ you can view the record and invoice in the billing tab process manual payments only (automatic payments are disabled) charge or mark payments as received review all payroll details and payment history ❌ you cannot edit payroll details or document requirements move the record to “processing” use automatic payment methods (ach auto pulls disabled) include the record in the weekly reset process ⚠️ customer wide credit hold if one payroll bounces , the system applies a credit hold flag across all other payrolls for the same customer all related payrolls remain visible in dashboards/reports they stay under their original processing program they remain restricted from automatic payment processing until resolution 💰 resolving the payment step 1 collect payment when the customer remits payment open the bounced payroll record select manual payment or process payment complete payment using one of these methods credit card → select process payment and follow prompts ach → record transaction details manually ( not recommended ) wire → enter reference details (bank, confirmation number) after successful payment, manually dispatch the bounced payment collected email from the notifications tab 🚀 removing the bounced flag after payment is verified and the confirmation email is sent go to the notifications tab select dispatch notification choose the “bounced payroll collected” template send to the customer 🔄 automated system updates removes the bounced flag from the record clears credit hold across all related payrolls restores records to normal status logs all actions for audit tracking 📊 bounced payroll filters use the saved filters to easily locate affected records default filter bounced alternate filter credit hold flag 📧 customer notifications when a payment bounces automatically sent email includes affected payroll details payment instructions and urgency contact link or department information spanish version when payment is resolved manual step user must send bounce confirmation email includes confirmation of processed payroll payroll summary (pay period, employees paid) attachments (invoice, pay stubs, check register) payroll contact information spanish version 🧩 form logic – bounced payment resolution manual payment form fields field name type required validation payment amount currency ✅ must match invoice payment date date ✅ cannot be future dated payment method dropdown ✅ card / ach / wire / other reference number text conditional required for wire payments notes textarea optional 500 characters 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 verification after validation other manual documentation after confirmation 💳 waiving credit hold (new modal feature) users with permissions can now override a credit hold for a specific record 🪟 waive payroll credit hold modal click the credit hold flag on the record upload valid proof of payment attempt (e g , wire confirmation) select the approved payment method ( credit card or wire only) save to remove the restriction from that specific payroll record ⚠️ other payrolls under the same customer will retain their credit hold status to process additional records, repeat the waiver process per record 🧰 troubleshooting & escalation common issues & fixes issue possible cause resolution steps cannot mark as bounced not ach payment, record already bounced, or permissions issue verify payment type, flags, and access level credit hold not applying sync delay or separate customer record wait 5 min or confirm customer match cannot remove bounced flag confirmation email not sent or payment incomplete send confirmation email and verify payment when to retry vs escalate retry 🔄 payment processing 🔄 email dispatch 🔄 dashboard refresh 🔄 alternate payment method escalate if 🚨 payment cannot process 🚨 flags fail to update system wide 🚨 multiple customers affected 🚨 database sync errors 🧩 escalation path level 1 – team lead / manager approve flag removals authorize special payment arrangements oversee customer negotiations level 2 – it help desk system flag or payment logic errors email dispatch failures database inconsistencies 📌 to submit an it help desk ticket go to help → it help desk , and include customer name & payroll details screenshots of bounced record payment attempt details list of all affected records 🧠 best practices ✅ monitor recurring bounced payments ✅ encourage updated payment methods ✅ set proactive payment reminders ✅ offer alternate payment options 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