Metavante Process on Payment Return

Checks processed within NetSuite and issued by Metavante may be returned for some reason. e.g. Incorrect Address

That being the case, consider the following:

• If there is a payment return or if checks are returned for any reason (like incorrect address), the payment is not immediately cancelled by Metavante rather, an email is sent to the customer. Metavante provides a grace period of 4 business days for customers to send a response.
• If customer responds, Metavante resends the payment to the updated address (as provided by the customer). There is no need for the customer to send another payment. Metavante makes a manual process.  Metavante voids the original check thereby cancelling the online payment (Status) in NetSuite.
• Metavante processes and resends a new check with the same check number. Metavante's system only updates the status once hence, the online bill pay bears the status of Cancelled in NetSuite nothwithstanding a subsequently successful payment process.  In the event that Metavante fails to receive a response from the customer or a response was received after the grace period, Metavante cancels the Bill Payment. 
• Metavante sends email to customer as to when the check was returned, when the check was resent or when the check was cancelled.
• If the check is manually processed by Metavente, the Check # field in NetSuite will have the mark as Cancelled notwithstanding a subsequently manual process of payment. Be it noted however, though the transaction bears the mark as Cancelled, NetSuite still recognizes the same transaction as valid and complete. The transaction of all its intent and purpose is recorded in NetSuite. Users may verify the same through the GL impact. To avoid confusion, users may just edit the check and replace the Cancelled with the appropriate Check #. A Memo may likewise be utilized to further explain the nature of the check.

Cancelled status of online bill pay in Transactions > Bank > View Online Bill Pay is either one of the three scenarios:

• Customer cancelled the payment on their own
• Check was returned but customer did not respond within 4 business days from the time Metavante informs them of the return
• Check was returned but Metavante processed a manual transaction after receiving a response from the customer about the correction.