| NACHA Problem | Lettuce Taco 'bout Best Practices | Now is Not the Time to Fall Apart - Word Problems | Cindy's Chippin' In. |
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Yes.
Stick around for more information how members can go about this.
Do NACHA requirements state that bank draft enrollment, where customers sign-up online, need to be validated prior to it being drafted?
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There are more strict regulations to safeguard customer's credit card information. But best practice is to treat them in much of the same manner.
Are the rules for adding recurring payment methods the same for credit cards versus bank drafts?
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NOTHING! Unfortunately, Cindy's luck has run out. We are past the point of return and will just have to let the transaction run its course.
Cindy spent all of her money at Bingo, but she knows her Auto Pay draft is getting pulled either today or tomorrow. She calls her telephone cooperative to warn them it may come back as NSF and to cancel it. Ten minutes prior, the prompt employees of ABC Telephone had uploaded the file to their bank. What should they do now?
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Messenger! More specifically the Credit Card Expiration notice and the Declined Auto Pay notification will help keep customers informed. Add it to your recurring payment procedures and you will soon forget how you operated without it.
If customers do not have email addresses, you can send letters instead. An LOA (no charge) will need to first be signed for this feature to be enabled.
What feature often comes up in BPC-Lites that can be used to assist with communicating to customers whose cards are about to expire?
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This can be done by sending prenotes. However, since members have until March 19, 2022, NISC recommends holding off on implementing pre-notes (if this is not currently in your process) as ProfitStars may have a better solution. ProfitStars, our e-check vendor, plans to enhance their SmartDetect bank account validation service to allow EFT bank draft sign-ups to be validated.
This will allow bank accounts to be validated without an associated payment at the same time. ProfitStars plans to add this service in the second half of 2021, and NISC will need to make changes to SmartHub web/mobile to accommodate the service.
If you do not currently send prenotes to the bank, does NISC recommend doing this going forward in effort to satisfy NACHA requirements?
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These are comparable. If you are on a network isolated PC, you may add customer's recurring payment information. The key is to be on a network isolated PC, not adding this from within iVUE.
Having the customer manage their own recurring payment method is the most ideal situation.
In terms of PCI compliancy, is it better for the customer to add their recurring payment method via SmartHub or have the CSR add it on their behalf using a network isolated PC.
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It would be wise to wait until the check clears before doing anything. By no means should the member cut Hayley a check not knowing if the payment will go through.
Hayley realized she used her work banking information for Auto Pay. She calls ABC Telephone to cancel the draft, but the file was already uploaded to the bank. What can the company do?
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Yes! This can be turned on in SmartHub Admin>Payments>Scheduled payments
Can customers schedule a one-time payment in the future?
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According to NACHA, if a web payment is made (and there is no signature) it needs to be differentiated via SEC code.
To satisfy NACHA requirements, in iVUE release 2.48, NISC added the WEB Saving (code 67) and WEB Checking (code 77) Bank Account Types for EFT's created from SmartHub. This happens automatically and based on your bank settings this will create separate files, or separate batches within one file, they just need to be separated in one way or the other.
Do ACHs that were set up online need to be sent in a separate file to the bank?
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This can vary member to member, but it is important to include it in the terms and conditions so customers know what to expect. For example, if the company policy is to delete customer's Auto Pay records after two months of declines, it should be stated in the terms and conditions.
Charging an NSF fee for declined cards is not recommended since it is declined upon the attempt versus finding out later.
What is the best way for handling NSF or Declined Auto pay credit card transactions?
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Auto Pay Terms and Conditions. Be sure to set expectations for holidays and weekends. Typically these get ran the next business day.
Addtionally, Terms and Conditions can be used to explain other payment day options and even prenotes.
Lexi hates keeping track of when to pay her bill, so she signs up for Auto Pay in SmartHub. How does she know what day the bank draft funds will be pulled, or credit card charged?
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Messenger, specifically the Credit Card Expiration Notice or the Declined Auto Pay notification.
What feature allows members to contact their customers about Declined Credit Card transactions and cards that are about to expire?
Hint* This feature often comes up in BPC Lites as being a low effort feature to implement that provides a significant return. |
Decline codes are First Data's interpretation of the information the customer's bank description of the decline. Often times the banks descriptions are vague, thus making the decline code equally vague.
Timothy's card comes back declined with a decline code of 51, what does this mean?
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On the EFT screen in iVUE Service, the ‘Skip Current Month’ checkbox can be selected. His autopay will resume the following month.
Note: the ‘skip current month’ also impacts prenotes and will delay the prenote a month, thus delaying an autopay two months.
Simon has a recurring bank draft but knows he will not be able to pay the entire $500 bill this month. He doesn’t want to cancel his ACH only to re-add it a month later. What can he do?
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