Void bill payments and what to expect
- Reasons you may need to void a payment
- Options for dealing with a missing check
- Void and reissue
- Void and credit
- Void Vendor Direct payments
- Syncing voids and credits
- Things to know
Reasons you may need to void a payment
A check payment may need to be voided due to the following reasons:
- Check payment was returned due to an invalid mailing address
- Check was mailed to the wrong address and hasn’t been returned
- Confirm the vendor address completely matches the address indicated on the corresponding invoice. Review the vendor audit trail to identify address changes that may have occurred before OR after the payment process date. The payment address is 'locked' at 12:01 am Pacific Time / 3:01 am Eastern Time on the process date.
- Check payment was lost or misrouted by the US Postal Service
- Vendor has received the payment, but has not yet deposited payment
- Account number or invoice number was not included: If the account number for a given vendor is not specified in the vendor profile, this field will be left blank on the check. Review the vendor profile to see if an account number has been designated.
- Invoice image from check stub was discarded: Although we include the first page of the invoice on the check stub, utilities, municipalities, and large financial institutions often discard the check stub before processing payments. We recommend including the account number in the vendor profile to help ensure payments are applied to the correct account.
- Vendor has returned the check to you
- If a check to a vendor will not be deposited, void the payment in CashFlow Complete. When a check is voided, we issue a stop payment. There is no need to return the check to us. Simply destroy the check after it has been voided in the system.
Options for dealing with a missing check
If the vendor has not yet received their check, there are three (3) options:
- Continue to wait for the vendor to present the check for payment
- This is recommended if check 'arrives by' date is several days prior
- Void the check and credit the funds back to your account
- Void the check and reissue a new check payment to your vendor
Void and reissue
- No adjustment is needed in your accounting software
- We will reissue a new payment with the same funds, with any new vendor details (for instance, new address or payment method)
- We pull vendor and account details, but the payment amount remains the same
- We do not re-debit your bank account
- We do not charge an additional transaction fee for reissuing checks or ePayments
Void and credit
- We may not be able to process Void and Credits immediately - we must check with our bank, to ensure the item has not been presented for payment. You may see “Void Pending” on the Payment page during this time. Once we receive confirmation, we start the crediting process.
- Once we have started the Void and Credit process, the payment will show as voided in your CashFlow Complete account
- The bill will show as Unpaid. If the bill does not need to be paid, you should either edit the bill, delete the bill or mark it as already paid so it is not accidentally paid again in error.
- A credit may take 2-5 business days from the date of the void request, depending on when the funds were debited from your account
Void Vendor Direct payments
You can void Vendor Direct payments before they're authorized (i.e., before the vendor enters the single-use virtual card number into their merchant card processing system and gets an authorization code). Once the Vendor Direct payment has been authorized, you can't void it.
- Select Payments Out in the navigation menu
- On the same line item as the payment, under the Actions column, select Void
- Select your Void request type
- Remit funds back to my account: We void the payment and deposit the funds back to your bank account
- Reissue a new payment: This option is only available 16 days or more after the virtual card issue date. We void the Vendor Direct payment and reissue a new payment as check or ePayment, depending on the vendor's previous payment method.
- Select your Void request reason
- Select Submit request
- Select Yes to confirm
Syncing voids and credits
- Which accounting system do you sync with?
- QuickBooks Online, Xero, Sage Intacct or Oracle NetSuite
- The void will sync back to your accounting system, and no further action is needed
- QuickBooks Desktop or QuickBooks Enterprise
- While the credit back to your bank account will sync back to your bank account register, the void will not sync back to your accounting system. The payment must be voided manually in the accounting system.
- QuickBooks Online, Xero, Sage Intacct or Oracle NetSuite
- If you subsequently edit or delete the bill in CashFlow Complete, those changes will sync. Deleting the bill in the accounting software before CashFlow Complete has had a chance to sync the void will cause an error. If this happens, contact Support to mark the bill update not to sync.
Things to know
- Once you select Void and complete the void request, it cannot be undone, and unless an ePayment has successfully deposited to a vendor, or a check has been cashed by a vendor, the void will complete
- To void a payment, your role must have Pay permissions, and you must be a verified user on the bank account originally used for the payment
- If you are going to reissue a voided payment, be sure to make any necessary changes to the vendor, such as pay to, address, email address, etc. before reissuing
- ePayments have a Void Deadline of 1:00 pm Pacific Time / 4:00 pm Eastern Time on the business day before the deposit date
- We stop payment on voided checks so we recommend that you provide the voided check number to the vendor and instruct them not to cash the voided check, just in case it reaches them
- When a check has been returned, an email notification will be received by users that are verified on the originating bank account
- The Payments out tab on the dashboard will only show payments with a process date within the last 30 days
- To see payments with a process date more than 30 days out select the Payments Out link in the left-hand navigation bar
- Checks are printed with the words Void after 90 days. On the 91st day after the date of issue, the check expires. CashFlow Complete will automatically void the payment, return the funds to the payer's bank account, and revert the associated bill as Unpaid.
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