How to Create a Payment Research Ticket in Ontrac (Leads/Managers):

***Payment Research Tickets are for Completed Electronic Bill Payment transactions only, two business days after the payment was sent out***

Locate the member’s Transaction History:

Click “Transaction History”:

Click on the transaction with the reported issue and select “Create Payment Research”:

Choose the reason for the ticket and add the requested information from the Payment Research Process listed in SASI:

Payment Research (PR) tickets for Completed Electronic must fall into one of five scenarios:

Only “Create” a ticket in Ontrac if the member has contacted the biller and they cannot locate the payment and requested Proof of Payment. 

A confirmation notice will appear at the bottom left of your screen:

How to Handle Non-Payment Research for Checks, A2A and P2P Transfers:

• Bill Pay-Checks: if the check cannot be located, follow normal stop payment check procedures and have the member resubmit the payment.
• Transfer Money (A2A): follow current OCU ACH process
• Pay a Person (P2P): Member (sender) should contact the Recipient directly with questions.