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Common issues and how to resolve them.

Issue

Reason How to take action
Updating secure customer identifying fields Customer's name is misspelled. Customer address needs to be updated. Send a color picture of the ID and SSN card to fax@refundo.com. Refundo will update the customer's name per the SSN card. Send a color picture of the ID and recent bill to fax@refundo.com. Refundo will update the customer's address per the ID.
Lost Check Unendorsed (Not signed) Check is lost, misplaced, destroyed or not received by the customer.  Check has not been signed. 1. Check Replacement form must be completed and signed by customer. Forms can be found on Dashboard under Support. 2. The completed form must be faxed/emailed to Refundo at 212-994-9633 or fax@refundo.com. 3. Refundo will make a new check available (in checks ready to print) once we have processed the form.
Lost Check Endorsed (Signed) Customer lost check after it was endorsed (signed). The check has not cleared. 1. Check Replacement Form must be completed and signed by customer. Forms can be found on Dashboard under Support. 2. The completed form must be faxed/emailed to Refundo at 212-994-9633 or fax@refundo.com. 3. A new check will be available once the original check has expired as long as it has not cleared.
Change a Disbursement to a Check Customer wants to change the disbursement method for their refund to a check. Direct deposits can be flipped to checks as long as a refund has not been received.  The ERO should call a Client Support Specialist for assistance with this process at 908-445-5544.
Lost/Stolen Check Stock Check stock is lost or stolen from the ERO's possession. 1. Contact Refundo immediately at 908-445-5544 and provide the check stock range. 2. Contact your local Police Department to file a report.
Check to the Wrong Party A check is given to the wrong customer. 1. Contact the customer who received the wrong check so that they may return the check. 2. Notify Refundo at 908-445-5544 with the names of the impacted customers. (Note: ERO is responsible for getting the refund to the correct customer and the office will be responsible for any lost funds.)
Forged Check Customer did not sign the check but it has cleared. 1. Contact Refundo at 908-445-5544 so that Refundo can request check copies from the bank. 2. The customer needs to file a report at the Police Department. Note: If the check was never given to the customer, then ERO office is responsible for getting the customer his/her refund.
Incorrect ACH Information Customer/ERO realizes that the ACH information isn't correct.  Deposit Not Sent - Notify a Client Support Specialist at 908-445-5544 so that the disbursement can be changed to a check. Deposit Sent - If the refund was sent to an incorrect account, please contact the financial institution that received the deposit. Financial institutions can return the funds to Refundo. Note: All returned deposits will be changed to check disbursements which can be printed in the ERO office.
Check Misalignments The two check numbers in the top right hand corner (red and black) do not match. If the two check numbers do not match then the check will need to be voided and reprinted. If you cannot reprint the check you need to write void on it, and fax/email it to Refundo at 212-994-9633 or fax@refundo.com so that the reprint can be authorized and made available (in checks ready to print).
Stale Dated Checks The check was not cashed by the expiration date printed on the check. Write “void” on the check and fax/email to Refundo at 212-994-9633 or fax@refundo.com. A new check will be authorized and made available (in checks ready to print).
Check Reprints Check did not print correctly on the check stock. Attempt to reprint the check, if not successful write “void” on the check and fax/email to Refundo at 212-994-9633 or fax@refundo.com A new check will be authorized and made available (in checks ready to print).
Password Issues Unable to access the Dashboard with login/password Use the Forgot My Password link on the login screen. Check your email and follow the instructions to reset password.  Otherwise contact a Client Support Specialist at 908-445-5544 who can assist you with access to the Refundo Dashboard.
Reorder Checks Additional check stock is needed for your office. Click on the Supplies button on the left-hand side menu from the Refundo dashboard. Select Checks, update quantity and shipping information.
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