Refund Request Processed On Approval Even Though The Corresponding Payment Was Cancelled (Doc ID 2196516.1)

Last updated on JULY 18, 2017

Applies to:

Oracle Financial Services Revenue Management and Billing - Version 2.4.0.1.0 and later
Information in this document applies to any platform.

Symptoms

On : 2.4.0.1.0 version, PY - Payment

Refund Request processed on approval even though the corresponding Payment was cancelled
Facing issues with the Refund Request for the following scenario in Production.


STEPS
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The issue can be reproduced at will with the following steps:
Scenario:
• User has balance on Excess Credit / On-Account. The user asked for a Refund.
• The Business Representative creates a Refund Request for the Over-payment.
• The Refund Request goes for Approval.
• Between the time the Request is created and approved (Turnaround time can be a couple of days), the Payment got cancelled.
  It could be due to Tender cancellation due to “Returned Payment from the bank” or it could have been transferred systematically/manually to a receivable.
• Once the Request is Approved, there was an Adjustment created which got sent to the Accounts Payable and the payment was made to the customer.

BUSINESS IMPACT
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The issue has the following business impact:

• End state: PS, PX, AD in an unbalanced match event that has impact on downstream financial systems / reporting / customer balances.
• Payment of Refund to Customer against money that we did not receive.

Changes

 

Cause

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