***Payment Research Tickets are opened for Completed Electronic Transactions ONLY-Checks, A2A and P2P transactions are at the discretion of the CU to resolve***

Determine which of the 5 scenarios listed below the member’s transaction falls under and collect the requested information.

If you could not obtain some of the information, please make note of that.

Once the info has been collected, forward the request to your lead/manager for submission.

Scenario 1: Transaction Not Posted or Missing

Have 2 business days past since the payment delivery date listed in Ontrac?

• Did the member contact the biller?
• Is the member’s name on the biller account?
• Did the member receive a new account number with the biller?

Scenario 2: Incorrect Amount Posted

• Have 2 business days past since the payment delivery date listed in Ontrac?
• Did the member contact the biller?
• Is the member’s name on the biller account?

Scenario 3: Posted to Wrong Biller

• Have 2 business days past since the payment delivery date listed in Ontrac?
• Did the member contact the biller?
• Is the member’s name on the biller account?
• Is the biller account the payment was sent to currently active? 

Scenario 4: Dispute Late Fees

• Have 2 business days past since the payment delivery date listed in Ontrac?
• Did the member contact the biller?
• Is the member’s name on the biller account?
• Was the late fee caused due to a Payrailz issue? 
• Did the member receive a new account number with the biller?
• Ask the member to provide a statement showing the late fee

Scenario 5: Duplicate Transaction Error

Note: This scenario should only be used when Payrailz notifies you that there has been an issue with duplicate payments

• Did the member contact the biller?
• Is the member’s name on the biller account?
• Confirm: did the member send the payment multiple times?
• Obtain details for both payments- Biller Name, Amount, and Date Processed?