PAYE91011 - Reconcile individual: overpayments: cancelling a repayment (Action Guide)
To cancel a payable order that has been reported as duplicated, lost, stolen, destroyed, not received or is out of date, has been returned as RLS or has been issued with no address and has consequently been returned to HMRC, consider steps 1 - 5 below. The Guide is presented as follows
Obtaining evidence
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You can accept confirmation over the phone that a payable order has been duplicated, lost, stolen, destroyed, not received or out of date unless the customer is also advising a change of address at the same time. If they are advising a change of address at the same time you should ask for confirmation in writing. When a claimant tells you that the payable order has been duplicated, lost, stolen, destroyed, not received or out of date |
| 1. |
Obtain the serial number of the payable order |
| 2. |
Telephone the Office of Paymaster General (OPG) (Payments) immediately if the payable order exceeds £200 and has been reported as lost or stolen within the last 48 hours |
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Use OLDC (Cancel Payable Orders) to report the payable order details to FAO (Payments) and request authority to issue a fresh payable order |
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From 25 July 2011, form FAO 2601 from FAO (Payments) will no longer be used. Instead, the paper process is being replaced with the introduction of secure CAFs which will store all the information held on these forms and removes the need to use FAO 1913 and FAO 2601. You should check your CAF on a daily basis for the authority to re-issue a fresh payable order |
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Confirmation received from OPG
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Once you have received confirmation of cancellation from OPG |
| 3. |
In Payable Order Control role navigate to the Repayment Details screen for the relevant repayment |
| 4. |
Select the ‘Cancel Repayment’ link |
| 5. |
Enter a reason for cancellation of the payable order |
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If you are ready to re-issue or re-instate the repayment at this point follow the guidance at PAYE91056. If you are not ready to re-issue or re-instate the repayment exit the case |
