Cancelling And Re-issuing A Payment (AG)

• If you can continue with this process and you want to

• Cancel a BACS / direct system cashcheque / User Requested Payment / manual cashcheque payment posted in CY or PY, go to step 2
   
• Re-issue a BACS / direct system cashcheque payment, go to step 4
   
• Request, authorise or reject User Requested Payment, go to step 10
   
• Cancel a direct system cashcheque / User Requested Payment / manual cashcheque payment posted in PY-1 , go to step 13
   
• Re-issue a Manual payment for all years, go to step 14

• Select Function PAYMENTS
   
• Select Function RECORD APPLICANT FAILED PAYMENT
   
• Enter the NINO of the claimant to whom the payment was issued in the Key Entry Data screen

• If the payment was made in the Previous Year, click on the [Previous] button
   
• Otherwise if the payment was made in Current Year
   
• Click on the [OK] button. You will be taken to the Record Applicant Failed Payment screen where the 15 most recent payments are shown

Note: If you are taken to the Select Award screen, click on the relevant award to highlight it and then click on the [OK] button. You will then be taken to the Record Applicant Failed Payment screen

Then

• Go to step 3

• Click on the payment to be cancelled to highlight it

Note: If the entry in the Payment Method column is 'Giro', click on the Details button and check the serial number in the “Giro Serial Number” field to identify the correct payment, particularly if more than one payment was issued on the same date

• Click on the [Details] button. You will be taken to the Cancel Applicant Payment screen
   
• Select the appropriate reason from the Cancel Reason box

Note: Make sure that you select a reason that is appropriate to the entry in the Payment Method column. There is only one reason to select if the payment method is BACS, and six if the payment method is giro

• Click on the [OK] button. You will be taken back to the Record Applicant Failed Payment screen

• If there are more payments to be cancelled, repeat the actions above for each payment that is to be cancelled

• If there are no more payments to be cancelled and it is

• Appropriate to re-issue the cancelled BACS / direct system cashcheque payment(s), go to step 4
   
• Appropriate to re-issue the User Requested Payment(s), go to step 10
   
• Appropriate to re-issue the manual cashcheque, go to step 14
   
• Not appropriate to re-issue the cancelled payment(s), click on the [OK] button. An entry will be created on the 'Applicant Failed Payments' Work List
   
• Take no further action

Note: If you cancel the wrong payment by mistake, follow the guidance in Wrong Payment Cancelled then return to this guidance

• If the payment relates to CY or PY, go to step 5
   
• If the payment relates to PY-1, go to step 6
   
• If the payment relates to PY-2 or earlier, go to step 7

• Select Function RECORD FAILED PAYMENT to re-issue the payment
   
• Enter the NINO of the claimant to whom the payment was made in the Key Entry Data screen
   
• If the payment relates to PY, click on the [Previous] button
   
• If the payment relates to CY, click on [OK]. This will take you to the Record Applicant Failed Payment screen where the 15 most recent payments are shown
   
• Click on the cancelled payment to highlight it

Note: If more than one payment has an entry in the Payment Status column of ‘Cancelled’, re-issuing any one payment will re-issue all the cancelled payments

• Click on the [Re-issue] button. The message ‘Have you cancelled all the appropriate payments prior to re-issue?’ will display

• If all the payments that need to be cancelled have been cancelled prior to re-issue, click on the [Yes] button. This will prompt re-profiling of the payments
   
• If all the payments that need to be cancelled have not been cancelled prior to re-issue, click on the [No] button. This will take you back to the Record Applicant Failed Payment screen

Then

• Return to the previous guidance you were following

• Use Function AMEND APPLICATION choosing the Correction option
   
• Go to the Income screen
   
• Note down the PY-1 income figure of the claimant/partner to whom the failed payment was made to
   
• Amend the income details by 1p. For example, if the income figure is £1000.00, enter £1000.01 in the 2006/2007 Income field
   
• Click on another income field on the same screen

Note: If an (S) for System Estimated Income is present in the field next to the Income field this will be changed to (E) for Estimated Income

• Return to the income details again and change the income back to the original amount. For example, if the income figure is £1000.01, enter £1000.00
   
• Select ‘Household’ on the toolbar menu
   
• Select ‘Details’, the Household Details screen will display
   
• Select the Manual Correspondence – ‘Yes’ checkbox

Note: If there is already a Manual Correspondence signal set you do not need to set one

• Click on the [OK] button. This will take you to the Amend Finish screen
   
• Select ‘Paper’ from the Source drop down menu
   
• Click on the [OK] button

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 9

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 9

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display, go to step 9

• Use Function AMEND APPLICATION, choosing the Correction option to set a manual correspondence marker
   
• Select ‘Household’ on the toolbar menu
   
• Select ‘Details’, the Household Details screen will display
   
• Select the Manual Correspondence – ‘Yes’ checkbox

Note: If there is already a Manual Correspondence signal set you do not need to set one

• Click on the [OK] button. This will take you to the Amend Finish screen
   
• Select ‘Paper’ from the Source drop down menu
   
• Click on the [OK] button

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 8

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 8

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display, go to step 8

• ^^^^^2003-2004 Recalculation is required
   
• ^^^^^2004-2005 Recalculation is required
   
• ^^^^^2005-2006 Recalculation is required

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

• Go to step 9

• ‘ PA11 – Message for Manual Corre Team – Please send any award notices issued between (insert – todays date and 3 working days later) to storage then remove the Man Corre marker. (Gp?/TM?/initials)’
   
• ‘ PA12 – Message for Manual Corre Team – Please send any award notices issued between (insert – todays date and 3 working days later) to storage – please do not remove the Man Corre marker. (Gp?/TM?/initials)’

Notes:

You must follow the guidance in How To Correctly Complete Application And Household Notes when you record the note

And also

Follow the guidance in Maintain Household Notes

Then

• Return to the previous guidance you were following

• On the Function Menu

• Select ‘Payments’
   
• Select ‘User Requested Payment’
   
• Enter the claimant’s NINO in the Key Entry Data screen
   
• Select the All checkbox
   
• Click on the [OK] button

Note: Payment requests for different tax years need to be requested separately

• If you are taken to the Select Award screen,

• Click on the relevant award to highlight it
   
• Click on the [OK] button. You will then be taken to the User Requested Payment screen

• If you are taken to the Select Individual or Select Household screens, use the information you hold to establish which individual or household to select. Once established

• Click on the applicable individual or household to highlight it
   
• Click on the [OK] button. You will then be taken to the Select Award screen
   
• Click on the [OK] button. You will then be taken to the User Requested Payment screen
   
• If the User Requested Payment - Signals screen displays, click on the [Cancel] button on the User Requested Payment signal box

Then

• Go to step 11

• Select the User Requested Payment screen
   
• Go to the User Requested Payment box
   
• Select the cancelled or rejected payment, to highlight it
   
• Click on the [Details] button, you will be taken to the User Requested Payment Detail screen
   
• Make a note of the

• Payment amount(s)
   
• Tax credit type(s)
   
• Payment recipient
   
• Reason for payment
   
• Rejection reason for rejected requests

Then

• Click on the [Cancel] button. You will be taken back to the User Requested Payment screen
   
• Go to step 12

• Click on the [Request Payt] button. You will be taken to the User Requested Payment Detail screen

Note: If the [Request Payt] button is disabled refer case to TALLO for advice

• Enter the CTC and / or WTC amounts you have calculated in the relevant CTC and / or WTC amount fields, deducting the amount of any replacement payments already made by an Enquiry Centre
   
• Select the payment reason from the Reason For Payment drop down menu

Note: If the default payee for either tax credit is not displayed, select the appropriate payee from the Payment Recipient drop down menu

• Click on the [OK] button. You will be taken back to the User Requested Payment screen

Notes

1. Where CTC and WTC are paid to different payees, you must request separate user requested payments for each credit, unless there is a genuine reason to pay both credits to the same payee. If an appointee is present on the claim, payments will automatically be issued to the appointee no matter which payee is selected
    
2. The minimum total amount a user requested payment can be made for is £1.00 and the maximum total amount is £350.00. If you want to request a payment with a total amount over £350.00 you will have to request further payments
    
3. If you want to make changes to a user requested payment you will have to cancel out of the screen and re-request the payment. Any other requests you have made will need to be re-requested also

• If you need to request further payments, go back to step 10

Otherwise

• Click on the [OK] button

Then

• Return to the previous guidance you were following

• Claimant 1, name and NINO
   
• Claimant 2, name and NINO
   
• Cashcheque serial number
   
• Value of the cashcheque
   
• Year payment posted in

Then

• Save the spreadsheet before exiting
   
• Email the spreadsheet to secure email address (This text has been withheld because of exemptions in the Freedom of Information Act 2000)
   
• Send the spreadsheet by taxpost (This text has been withheld because of exemptions in the Freedom of Information Act 2000) including a photocopy of TC241 or returned cashcheque, following Data Security process
   
• Set a clerical BF date on the claim to allow RF Worthing to action the case and to reply

Then

• Once payment has been cancelled by RF Worthing

• To reissue a direct system cashcheque, go back to step 4
   
• To reissue a manual cashcheque, go to step 14

• Enter the NINO of the claimant to whom the payment was issued in the Key Entry Data screen
   
• Select the relevant award period where the issued payment is posted
   
• Click on the Postings button
   
• Check the cashcheque serial number

And

• Cashcheque amount

Then

• Complete form TC648 noting on the form ‘NEW TC648 Manual Payment Replacement request’, ensure that the address details are fully completed and that all actions on the form TC648 checklist are complete
   
• Email the form TC648 titled ‘NEW TC648 Manual Payment Replacement request’ to your manager for the replacement payment to be authorised

Then

• Return to the previous guidance you were following