TCM0220110 - Payment: manual payment - User Requested Payment (URP) - determine if it can be paid by Bacs
Checklist
Before you follow this guidance make sure
- you follow the guidance in TCM0138020
- you have the correct user roles to follow this guidance.
- you are in the correct MU. Use TCM0322460 for the correct MU number.
Background
There are a number of situations where it is necessary to make a manual payment to a customer. These can be made by user requested payment (URP) or by the BAU manual payment process.
Note: From April 2017 ‘URP’s can only be paid by Bacs.
Note: If a claim is stuck in the ‘PXCS’ (Change of Circs) or ‘PX8P’ processing queues and account details are incorrect, you must make payment by BAU. You will not be able to amend the account details as the change will not process through due to the outstanding error. Affected cases can be identified by one of the following retained household notes:
- “***This claim is currently stuck in the ‘PXCS’ processing queue*** for any queries please contact TAL via your TALLO”
- “***This claim is currently stuck in the ‘PX8P’ processing queue*** for any queries please contact TAL via your TALLO”.
Note: Function ‘User Requested Payment’ can not be used for the following manual payment reasons - awaiting award (pre-award claims)
- no trace
- address on database
A ‘URP’ can only be made where there is or has been an award for the household for the tax credits period the payment is being created for, and a household account exists for that year. If a household account does not exist then the BAU manual payment process must be used.
These calculations match the process carried out by the tax credits computer when profiling payments. For more information on payment profiling, use TCM0232200.
This function will allow you to
- create one or more ‘URP’ for a household in a particular award period. When a payment is requested, an entry will be created on the ‘Authorise User Requested Payments’ work list
and - view one or more ‘URP’ for a household in an award period.
The function will also allow a high level user to authorise or reject the issue of a ‘URP’. When a payment request is authorised or rejected the entry on the ‘Authorise User Requested Payments’ work list will be
- automatically deleted, if it is the only work item
or - updated if there are other work items to authorise or reject.
Guidance
Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.
Step 1
Check if account details are held for the payment recipient. For how to do this, use TCM1000502.
If account details are held for the payment recipient, go to Step 2.
If account details are not held for the payment recipient, go to Step 3.
Step 2
Check Household Notes for any messages stating you can not use the account. For how to do this, use TCM1000067.
If there are messages stating you can not use the account, go to Step 3.
If there are no messages present
- make a note to pay the full amount in one payment by ‘URP’ by Bacs
Note: Do not request the ‘URP’ by Bacs on the same day as account details have been entered or amended. You must wait until the next working day. - take no further action.
Step 3
Note: If a claim is stuck in the ‘PXCS’ (Change of Circs) or ‘PX8P’ processing queues and account details are incorrect, you must make payment by BAU. You will not be able to amend the account details as the change will not process through due to the outstanding error.
Check ‘Retained’ Household Notes for the following messages. For how to do this, use TCM1000067
- “***This claim is currently stuck in the PXCS processing queue*** for any queries please contact TAL via your TALLO”
- “***This claim is currently stuck in the PX8P processing queue*** for any queries please contact TAL via your TALLO”.
If any of the above messages are present, you can not amend account details as the change will not process through due to the outstanding error.
- make a note to pay by BAU
- take no further action.
If none of the above messages are present, go to Step 4.
Step 4
Contact the customer to obtain new account details. Follow the guidance in TCM0094080.
If the customer provides new account details, go to Step 5.
If the customer can not provide new account details, go to Step 6.
If you are unable to contact the customer
- make a note to pay by BAU
- take no further action.
Step 5
Enter the customer’s correct account details. Follow the guidance in TCM0046020.
- make a note to pay the full amount in one payment by ‘URP’ by Bacs
Note: Do not request the ‘URP’ by Bacs on the same day as account details have been entered or amended. You must wait until the next working day. - take no further action.
Step 6
If the claim is from a single customer
- make a note to pay BAU
- take no further action.
If the claim is a joint claim, go to Step 7.
Step 7
If the account details are held in the partner’s name
- tell the customer we will make the payment into their partner’s account
- go to Step 8.
If the account details are not held in the partner’s name
- make a note to pay by BAU
- take no further action.
Step 8
Enter the partner’s account details in the recipients ‘Account Details’ field to make payment by a ‘URP’ by Bacs. Follow the guidance in TCM0046020
- make a note to pay the full amount in one payment by a ‘URP’ by Bacs.
- take no further action