Pending Cancellation/Dunning Status Procedure

Pending Cancellation/Dunning Status Procedure

Accounts often fall into pending cancellation or dunning status for 45 days when a payment(s) are unsuccessful after multiple attempts, or after a customer is no longer eligible for mortgage/utility billing.

SCM will display a Red Flag at the top of the screen. You can select the red flag and view the cancel reason under the Description column to determine why the account is pending cancellation. 


Below are the detailed cancellation code/reasons found under the Flag column above.

Reason Code

Reason Description

STPNSF

ACH/DDA REJECTION

CCREJ

Credit Card Rejection

NPYMNT

Non-Payment

PEND_CX_FLAG

Non-Payment

PEND_NPCX_FLAG

Non-Payment

BNKACTNVLD

Bank Account Not Validated

NBILLAVL

Billing Vehicle No Longer Available

BLVHADD

Billing Vehicle Unable to be Added

Procedure

  1. Perform a visual audit, including the Amount Paid field. 
  2. Match the Amount Paid on the Enrollment Form with the Amount Paid in the Payment History as sometimes the amounts are different. 
  3. To view Payment History click Payment on the Enrollment Form.
  4. Select View Payment Plan/Billing Mechanism on the Make A Selection popup.
  5. Click Payment History.
  6. The Payments View screen will display.
    1. Always rely on the information here for the most accurate information. 
  7. Pay special attention to ALL fields in the Interface Transaction Received section.

  8. Once you have identified the Gap Payment, collect the amount due to bring the account current and MANUALLY Reinstate the contract.
  9. Use the Note Template to enter notes in the Communication History Log.

Additional Resources

  1. TS&R: Update Payment Method
  2. Process a One-Time Payment


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