The Process for when a client notifies us of a change needed to payroll have it has been finalized.
Purpose: Below is the process for when a service team member has to rollback a payroll to ensure distribution does not send the original package and accurate tax files and payments are produced for the employees in payroll. There is a charge for this if the payroll has been delivered.
When a client has submitted payroll and needs to make a change after it has been finalized the service team will be required to roll the payroll back so the client can resubmit the correct data for the employee’s payroll.
- If the payroll has been finalized a Rollback fee will be applied, and the service representative will need to roll back this payroll.
- If you select “James’s Payroll Screen”
- If the client shows below as times delivered “0”, the payroll has not been delivered and the roll back can be done without notifying distribution, but a HubSpot ticket needs to be created for audit.
- If the payroll isn’t shown, that means the payroll has been delivered already.
- If the PR has been delivered the service representative needs to send a note in the distribution chat and submit a HubSpot ticket with the below coding.
Go inside the Payroll Prep Process, scroll all the way down and click on the “Rollback” button.
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- If you see the message “Cannot rollback payroll, processed payment warehouse transaction” after clicking “Rollback”, reach out to the Tax Team in Teams chat to clear it.
Reopen the payroll for the client by clicking on the “Re-Open” button. In the popup, be sure BOTH boxes are checked and click “Save”
Have client resubmit by or before the payroll cutoff of 1:30pm (if after notify client of 2-day delivery and late processing charges may apply)
Add Billing for Rollback
- Roll back charge is $1.00 per printed statement page.
Finalized and delivery corrected payroll sent by client