MorphMorph

Accounting Exception

Owned by Devan Robertson
Last updated: Sept 27, 2024 by Kristafanie Somers
Description

When an accounting exception is identified, this assignment is generated in the Paid or Denied step and prompts the user to resolve the exception.

Details

View the Accounting Tool to determine what caused the exception and perform the necessary actions to resolve it.  Once the exception is resolved, process this assignment to resolve the dispute.  Optionally, the user may "Pend for Merchant Response" for up to 10 days from the Other Actions menu.


SLANone
Work QueueAccountingException
Work Group

Specialist

StageResolve
NodesDenied, Paid
Assignment(s)Account Exception 


The Accounting Exception assignment is generated when an accounting exception is identified. This assignment is present in the Paid or Denied step and prompts the agent to resolve the exception. Exceptions typically indicate some kind of defect, and because accounting adjustments have compliance implications associated, it's critical that defects are resolved. Accounting exceptions can happen for a number of reasons and it's often best to submit a support ticket so that Quavo can identify the issue, solve the defect, and ensure adjustments are correctly processed.

If you need support for accounting exceptions, please escalate to Quavo via support ticket before attempting to handle the task on your own. 


How to complete the Accounting Exception assignment

  1. Open the Accounting Tool and determine the reason for the exception by tracking the accounting entries to identify where the missing entry is. Due to variability in accounting structure each client has, this guide cannot cover specific scenarios.

    • Review the Collection balances. Suspense should be $0.00

    • Review resolved claims to give you a point of reference


  2. Correct any errors that caused the exception by adding manual adjustment entries. Note that the accounting system will attempt to complete the adjustment if the box "Is only for tracking purposes (no accounting performed)?" is unchecked. 

     Click here to see the Manual Adjustment screen...

    If you're unsure how to resolve the exception, submit a support a ticket so Quavo can ensure the accounting is balanced correctly and the team can triage any defects.

  3. Return to the Denied or Paid node.

  4. If the exception is resolved click on the Accounting Exception Resolved button. 
    • Click the Process Actions button.

  5. If the dispute is pending a Merchant response click on the Other Actions button (ellipses) then select Pend for Merchant Response. 

     Click here to see the Other Actions menu...

    • Click the Process Actions button.

    • Click the Apply button. Â