Overview

You want to confirm a customer's ACH status because a payment due for that customer didn't draft. Or, know why Autopay is not taking effect for an account and payments are not being drafted automatically. Or, if the customer's account has pending payments or not. Possibly, it shows on the bill that the automated draft is scheduled. This is an urgent issue because the lack of payment may lead to the customer being disconnected.

Solution

A customer's ACH/autopay setting can be checked and updated (if required) using the steps in the No Autopay/ACH Attempt on Scheduled Date article.

<supportagent>

Note: The above article also has information on how to check this information from the database.

</supportagent>

If there are any issues with this or if more information is needed w.r.t. this, then open a support ticket with the below information:

1. Customer number/account number of the customer in the CIS system.
2. If applicable, then the date for which the payment didn't draft or any other information related to the payment itself

<supportagent>

You should have access to the Jump server for performing the required steps. The below 3 steps are required for running any of the queries mentioned later in the article:

1. Login to the Jump server 10.185.40.141.
2. Open Microsoft SSMS and connect to aes.cons.com.
3. Click New Query in the top bar.

Below are the queries that should be run as per the client who reported the issue. So, it is necessary to prepend use <Client specific Database>; before running these queries:

1. Use the customer number/account number provided by the client to find the customer ID. Note this customerId value as it will be used in the subsequent queries.

select c.custID as customerId
from customer c 
where c.custNo = '<value provided by the client>';

1. Check the payment details using the query below. Replace parameter customerId below with the customerId value from the query results in step 1. 

SELECT * FROM Payment P 
JOIN PaymentDetail PD ON P.PaymentID = PD.PaymentID
where custID=<customerId>;

1. If the payment has not been located in step 2, check the PaymentPending records. The StatusId should be 2 or 5.

SELECT StatusId, p.* FROM PaymentPending p WHERE custID=<customerId>

1. If you could not find missing payments by running the previous queries, you must now search for the reason why the payment has not been drafted.

SELECT * FROM CashReconciliationReport 
WHERE IstaCustomerID=<customerId> ORDER BY 1 DESC

Check the following columns to determine what happened:

• • TransactionResponseCode
  • TransactionResponse
  • TransactionStatus

1. If you find that no payment was attempted at all, despite all autopay flags being correct, that indicates an issue with the account. Multiple checks and filters are considered before a draft attempt is made on an autopay invoice. For example, the system checks if there is already a payment against the invoice, skipping the autopay and not considering it for drafting.
   Note: The stored procedure esp_AutoPayDueInfoListDetail is responsible for calculating the draft amount for a stream.

Based on what you found, inform the client about the customer status and the reason for the payment failure. For example:

• Response Message: Credit Floor error indicates that the credit card used for payment reached its credit limit.
• Response Message: Other Error and Response Message: Invalid Credit Card Number mean that the system did attempt to draft the payment as expected, but the issue occurred on the vendor/user side.

</supportagent>

Related Articles

• No Autopay/ACH Attempt on Scheduled Date