[Tracey Walker]

Interested on the industry thoughts…..

Lately we have been receiving quite a few overpayment request where the customer have paid by BPay. Now our current refund process at Wollongong can take up to 2-3 weeks by the time a cheque is drawn and posted out (a process that we are currently reviewing for improvement), we have on the odd occasion requested that the customer contact the bank and ask them to reverse the payment but in some cases the time period can be up to 45 days and the bank charge a fee so then the customer is reluctant to do this and want the money back asap.

With our credit card payments we are able to login to the financial institution and reverse either part or full payment back on to the card.

What does everyone else do? Does anyone know of any other way we can refund back to the customer through BPay?

[Carla Mete]

We refund by cheque, with the cheque run completed every week. Our Accounts Payable will also refund into a bank account if provided. We do not refund back onto a credit card and the only other option for SCC is a Bpay Reversal

[Tracey Walker]

Carla,

Do you initiate the BPay reversal or the customer?

[Cherie Muir]

Hi Trace,

If BPAY we get the customer to initiate via their bank
If BPOINT we do in BPOINT back office.
All other payment forms are refunded by EFT (customer has to give details of course).
Very few cheques issued these days.

It has been working very well

(the reason we ask customer to initiate BPAY reversal with their bank – rather than with us is to mitigate the risk of us organising a refund and the bank doing a BPAY reversal as well). We almost got caught twice where the customer said they hadn’t approached the bank but obviously had. We find it best they instruct the bank and we just follow the process.

Cherie

[Ian Clayton]

Hi Tracey

We refund Bpay payments the same as any other payment method. The owner has to fill out our refund request form including providing EFT details. We don’t issue any refunds via cheque.

We may also request evidence from the person to confirm it was them that made the Bpay payment. This happens mostly when there’s been a property sale or we have some doubt.

Cheers
Ian

[Neil Charge]

Hi Tracey,

We return the money to the bank account it came from using the Bpay facilities.
Its quick and the money is returned from where it came from.
As Bpay has no name reference this is the most secure way of returning monies

Cheers

Chargie

[Glenn Fitzgerald]

Same as Chargie

Cheers

Glenn

[Tracey Walker]

Hi All,

Thanks for the feedback it is greatly appreciated

Tracey

[Carla Mete]

Hi Tracey, The BPay reversal is initiated by the ratepayer through their bank.

[Andrea Dolan]

Hi Tracey

We treat all refund requests the same, no matter the method of payment.
Request must be in writing (no formal form) with proof of payment, including method, date and amount. Where possible we refund by EFT, but unfortunately the majority are still done by cheque.

Have a great day
Andrea

[Susan Scott]

Neil Charge, how is a refund via BPay processed? Currently we refund via EFT, but returning the BPay payment to point of origin sounds interesting. Not all payments are BPay of course, and a different amount may be requested (i.e. a part refund) Thanks.

[Neil Charge]

Hi,

We only send payments back via Bpay following a request from either the ratepayer or Bpay itself. It must be the full amount that was paid via Bpay. All other refunds are done via EFT.
Camden Council uses the Commonwealth Bank and they supplied the set up for returning monies via Bpay.
You should check with your bank as to the setup they require.

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