Resolution

There are two resolutions to this issue depending on if payments are brought in from the third party payment processor via the Web Payments Import program or the Process Lockbox File program.

Resolution 1: Web Payments Import

Navigate to the Web Payments Import program either by searching or using the following path: General Revenues > Payment Processing > Web Payments Import
Click on Maint Pmts.
Click Search.
Enter the customer name followed by an * in the Paid by name field.
Enter the date the payment was made in the Payment date/time field.
Click Accept.
Multiple records may return, use the arrows at the bottom of the screen to locate the correct record. The correct record will have the customer name and a Gateway authorization number.
Click Update.
Delete the Gateway authorization number.
Click Accept.
The Gateway message should change to Manually declined.
This payment will now not import and show on the error list when processing payments from this timeframe.

Resolution 2: Process Lockbox File

Process the lockbox file that includes the payment that should be voided as usual.
Navigate to the Payment Entry program either by searching or using the following path: General Revenues > Payment Processing > Payment Entry
Click Search.
Enter the batch number created by the lockbox import in the Batch Number field.
Click Accept.
Click View-Rev on the batch screen.
Highlight the receipt for the payment that needs to be voided.
Click Accept.
Click Reverse.
Choose a Reason for reversal.
Click Accept.
A message appears: Reversal complete.
Click OK.
Output-Release and Post the batch as usual. The reversed payment will not affect the bill.

Browser not supported