Xpress Bill Pay Refunds, Returns, and Reversals

Summary

When a payment made through Xpress Bill Pay is undone, Xpress Bill Pay sends the transaction to Springbrook Cirrus and Cirrus creates the offsetting adjustment for you in a new Adjustments and Fees batch (UB> Adjustments and Fees). You do not enter the adjustment in both systems. Committing the batch is the only step left for you.

Cirrus creates the batch automatically, usually within a few minutes of the transaction clearing the processor. Cirrus never modifies the original payment transaction. The adjustment is a separate transaction that offsets it, so both the payment and the adjustment display on the History tab of the Account Maintenance window (UB> Maintenance> Account> History tab).

Do not create a manual payment adjustment for a refund, return, or reversal that came from Xpress Bill Pay. The batch Cirrus built is the adjustment. A second, manual adjustment doubles it.

Cirrus applies the adjustment type configured for your organization when the two systems were connected, and uses that same adjustment type on every batch. Do not change the adjustment type on the batch. Contact Xpress Bill Pay support if the configured adjustment type needs to change. 

The three ways a payment gets undone

All three arrive in Cirrus the same way, in the same place, and you handle all three the same way. The difference is only who starts the transaction and why.

A void works differently. If a payment has not been committed yet, Xpress Bill Pay can void it instead. A void marks the original payment as voided, so Cirrus does not create an adjustment and there is no batch for you to commit.

Why committing the batch matters

Until you commit the batch, the adjustment is uncommitted and displays in red on the History tab of the Account Maintenance window. The customer's online bill still shows the original payment, the amount due is understated, and your Cirrus reports will not tie out to your Xpress Bill Pay deposit and settlement reports.

Check for uncommitted Adjustments and Fees batches as part of your daily or weekly routine, the same way you check for new payment batches. Returns in particular can arrive days after the original payment, so a batch can appear on a day you were not expecting one.

If you cannot find the batch

Confirm the refund or return displays as completed on the Xpress Bill Pay admin site. A pending transaction has not been sent to Cirrus yet. If the transaction is completed and no batch exists in Cirrus, contact Xpress Bill Pay support with your organization name, the customer's account number, and the payment confirmation number.

If a customer's online bill still displays the original payment after you commit the batch, have the customer refresh the page or log out and back in. If the bill is still wrong, contact Xpress Bill Pay support with the account number and the date you committed the batch.