What if My Payroll Transaction is Failed/Partially Failed?

Modified on Tue, 02 Jan 2024 at 12:34 AM

Discover valuable information on how to handle failed/partially failed payroll transactions, including strategies for identifying the failed portions, troubleshooting steps to resolve the issue, and ensuring accurate and complete processing of payroll payments.

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In the realm of payroll processing, unexpected issues can sometimes arise, leading to failed/partially failed transactions. This article will guide you through the common scenarios, reasons, and solutions when you encounter a failed/partially failed payroll transaction.


Reasons for Payroll Failure

Payroll transactions are designed to be a convenient and efficient way to move funds within the same geographical area, but there are instances where they might fail to go through. To assist you in understanding and resolving these issues, we’ve categorized the common reasons for Payroll failures into three categories: failure due to invalid recipient bankfailure due to system disturbance, and failure due to due diligence. 

  1. Failure due to Invalid Recipient Bank
    Sometimes, Payroll failures occur due to invalid recipient bank information. This might be caused by errors in the bank account details, an expired account, sender and receiver bank account are the same, or other issues with the recipient bank. In such cases, as a Drafter, you can 
    resubmit your failed Payroll transaction to modify the invalid information. This enables you to correct the details and ensure a successful transaction.

To minimize the chances of a Payroll failure, it is crucial to double-check all the recipient details before initiating the transaction. Ensure that the recipient's bank account information is active and accurate, including the recipient name, account number, and bank name. Additionally, verify that your company balance has sufficient funds to cover the transfer amount.


  1. Failure due to System Disturbance
    Another common cause of Payroll failures is system disturbance, such as timeouts or general errors. This is often related to technical issues that can affect the seamless processing of your transaction. The good news is that in these cases, you can take swift action to resolve the problem. You have the option to
     retry your failed Paryoll transaction, which can help overcome system-related obstacles and ensure a successful fund transfer.

  2. Failure due to Due Diligence Issues
    Payroll failures can also occur due to due diligence processes. Banks may have strict requirements for verifying transactions and your transfer might not be successful if your transfer does not pass the verification. In addition, it can also happen when your recipient bank account is blocked by the bank. Read more about the potential issues 
    here. In such situations, you might not have the option to retry or resubmit the failed transaction on our platform. To address this type of failure, it’s advisable to contact the corresponding recipient or bank directly. They can guide you through their specific verification processes and help resolve the issue. After you have resolved the issue, you can try to create the transaction again from the beginning. 

What to Do When Payroll Failed/Partially Failed

Occasionally, there might be some hiccups happening when you are transferring money. During the time when you are experiencing the hiccups, your Payroll transactions might be failed or partially failed. Understanding the difference between these scenarios is crucial for effective troubleshooting. Let’s delve into these crucial distinctions:

  1. Failed Transaction: refers to a scenario where every transaction within a batch is completely failed

  2. Partially Failed Transaction: this scenario occurs when a batch comprises both successful and failed transactions. 

Although those hiccups might occur, don’t worry! We will guide you on the steps to take when you encounter a failed or partially failed Payroll. When encountering failed or partially failed Payroll, there are three possible actions that you can do:

  1. Resubmit Transaction: enables Drafter to instantly create and modify the transaction, initiating a new approval workflow to accommodate any necessary changes within the transaction. 

  2. Retry Transaction: allows Releaser to promptly reprocess the failed transaction without any modification or the need to initiate a new approval workflow.

  3. Recreate the Transaction: enables Drafter to recreate a new transaction from the very beginning along with a new approval workflow. To read more about how to recreate a failed or partially failed payroll transaction from the beginning, read the article here.

The process of resubmit, retry, or recreate transactions will depend on the failure reasons of the failed transaction. In the next section, we will cover scenarios for resubmit, retry, or recreate failed/partially failed transactions based on the failure reasons.

What to Do When Dealing with Single Failure Reasons

In some cases, you might encounter failed or partially failed transactions due to a single failure reason in a single transaction. Here’s the action that you can do when such scenario happens:

Action for a Single Failure Reason in a Single Transaction

Failure Reason

Resubmit by Drafter

Retry by Releaser

Invalid Recipient Bank

System Disturbance

Due Diligence Issues


What to Do When Dealing with Mixed Failure Reasons

There might be cases where there are mixed failure reasons in one batch of transaction (multiple transactions in one payment). Here’s the action that you can do when the scenario happens:

Action for a Single Failure Reason in a Single Transaction

Failure Reason

Resubmit by Drafter

Retry by Releaser

Invalid Recipient Bank & System Disturbance

Invalid Recipient Bank & Due Diligence Issues

✅*

System Disturbance & Due Diligence Issues

✅*

Invalid Recipient Bank, System Disturbance and Due Diligence Issues

✅*

*Transactions with Due Diligence Issues can not be retried/resubmitted.


How to Resubmit a Failed/Partially Failed Payroll Transaction 

Only Drafter who can resubmit failed/partially failed Payroll transaction on Jack Portal. As a Drafter, you can follow these five simple steps to resubmit your failed/partially failed Payroll transaction on Jack Portal:

  1. Go to the Transaction page to see which failed/partially failed transaction you wish to resubmit. You can filter Type = Payroll and Status = Failed/Partially Failed for quicker searching. 

  1. Open the failed/partially failed transaction, take a moment to review the details of the failed/partially failed transaction, and see the failure reason. If you are certain to resubmit the transaction, click the Resubmit Transaction button at the bottom of the transaction details.


If there is no “Resubmit Transaction” button, it indicates failure reasons such as system disturbance which can’t be retried by Drafter, and/or due diligence issues which can’t be resubmitted or retried. 


  1. Modify your failed transaction. Take your time to make the necessary adjustments and ensure that your transaction details are correct. Then, click the Validate button to initiate the bank validation process.

  1. Confirm the data and amount of the failed/partially failed transaction that you are about to resubmit. If confirmed, click Submit.

  1. Your resubmit request is processed to go through the approval workflow. You will be notified regarding the status of the transaction once the process is complete. You can check the status of your resubmitted transaction here.


How to Retry a Failed/Partially Failed Payroll Transaction on Jack Portal

Only Releaser who can retry failed/partially failed Payroll transaction on Jack Portal or Jack App. To proceed, you can follow these five steps to retry your failed/partially failed Payroll transaction on Jack Portal:

  1. Go to the Transaction page to see which failed/partially failed transaction you wish to retry. You can filter Type = Payroll and Status = Failed/Partially Failed for faster searching.

  1. Open the failed transaction, take a moment to review the details of the failed transaction, and see the failure reason. If you are certain to retry the transaction, click the Retry Transaction button at the bottom of the transaction details.


If there is no “Retry Transaction” button, it indicates failure issues such as the transaction is rejected by the bank which can’t be retried. For more details check out here.


  1. Click the Retry Transaction button once again.

  1. Confirm the amount of the failed transaction that you are about to retry. If confirmed, click Pay. Then, enter your PIN and click Confirm to proceed with the retry.

  1. Your retry request is processed. You will be notified regarding the status of the transaction once the process is complete. You can check the status of your retry transaction here.


How to Retry a Failed/Partially Failed Payroll Transaction on Jack App

As a Releaser, you can follow these five simple steps to retry your failed/partially failed Payroll transaction on Jack App:

  1. Go to the Transaction menu to see which failed/partially failed transactions you wish to retry. You can filter Type = Payroll and Status = Failed/Partially Failed for faster searching.

  1. Open the failed transaction, take a moment to review the details of the failed transaction and see the failure reason. If you are certain to retry the transaction, click the Retry Transaction button at the bottom of the transaction details.


If there is no “Retry Transaction” button, it indicates failure issues such as the transaction is rejected by the bank which can’t be retried. 


  1. Click the Retry Transaction button once again.

  1. Confirm the amount of the failed transaction that you are about to retry. If confirmed, click Pay. Then, enter your PIN to proceed with the retry.

  1. Your retry request is processed. You will be notified regarding the status of the transaction once the process is complete. You can check the status of your retry transaction here.


How to Remind a Drafter to Resubmit a Failed/Partially Failed Payroll Transaction

As a Releaser, when you encounter a failed transaction due to invalid recipient details, you can also remind your Drafter to resubmit the failed transaction to resolve the problem. As a Releaser, you can follow these four simple steps to remind your Drafter on Jack Portal:

  1. Go to the Transaction page on Jack Portal. Select the failed/partially failed Payroll transaction. You can filter Type = Payroll and Status = Failed/Partially Failed for faster searching.

  1. At the bottom of the transaction details, you will find the Remind [Drafter Name] to Resubmit button. Click this button to proceed.

  1. Then, confirm your intention by clicking the Remind button to proceed.

  1. An email reminder will be automatically sent to your designated Drafter. If the failed/partially failed transaction hasn’t been resubmitted within one hour, you can repeat this process to send another reminder to your Drafter.

On the other hand, on Jack App, you can follow these four steps to remind your Drafter to resubmit the failed/partially failed transaction:

  1. Go to the Transaction menu on Jack App. Select the failed/partially failed Payroll transaction. You can filter Type = Payroll and Status = Failed/Partially Failed for faster searching.

  1. At the bottom of the transaction details, you will find the Remind [Drafter Name] to Resubmit button. Click this button to proceed.

  1. Then, confirm your intention by clicking the Remind button to proceed.

  1. An email reminder will be automatically sent to your designated Drafter. If the failed/partially failed transaction hasn’t been resubmitted within one hour, you can repeat this process to send another reminder to your Drafter.


How to Remind a Releaser to Retry a Failed/Partially Failed Payroll Transaction

As a Drafter, when you encounter a failed transaction due to system disturbance, you can also remind your Releaser to retry the failed transaction to resolve the issue. As a Drafter, you can follow these four steps to remind your Releaser on Jack Portal:

  1. Go to the Transaction page on Jack Portal. Select the failed/partially failed Payroll transaction. You can filter Type = Payroll and Status = Failed/Partially Failed for faster searching.

  1. At the bottom of the transaction details, you will find the Remind [Releaser Name] to Retry button. Click this button to proceed.

  1. Then, confirm your intention by clicking the Remind button to proceed.

  1. An email reminder will be automatically sent to your designated Releaser. If the failed/partially failed transaction hasn’t been retried within one hour, you can repeat this process to send another reminder to your Releaser.

On the other hand, on Jack App, you can follow these four steps to remind your Releaser to retry the failed/partially failed transaction:

  1. Go to the Transaction menu on Jack App. Select the failed/partially failed Payroll transaction. You can filter Type = Payroll and Status = Failed/Partially Failed for faster searching.

  1. At the bottom of the transaction details, you will find the Remind [Releaser Name] to Retry button. Click this button to proceed.

  1. Then, confirm your intention by clicking the Remind button to proceed.

  1. An email reminder will be automatically sent to your designated Releaser. If the failed/partially failed transaction hasn’t been retried within one hour, you can repeat this process to send another reminder to your Releaser.


Where Can I See My Resubmitted Failed Transaction?

After your resubmitted transaction is being processed, go to the Transaction page on Jack Portal or go to the Transaction menu on Jack App. Your resubmitted transaction will have the name of (Resubmit: [Transaction Number]) to ensure you can track your resubmitted transaction. When you open your resubmitted transaction, you will find a link to the originally failed transaction. This cross-reference feature allows for better transparency and easy access to the history of the transaction, ensuring you have a clear record of the actions taken.


To ensure that you won’t experience a transaction loop within your transaction history, you can only resubmit your failed transaction once. If you experience another failure on your resubmitted transaction, you can create the Payroll or you can contact our Account Manager for further assistance.


Where Can I See My Retried Failed Transaction?

After your retried transaction is being processed, go to the Transaction page on Jack Portal or go to the Transaction menu on Jack App. Your retried transaction will be located inside the same transaction. Therefore, when your failed transaction is being retried, the status will be changed into “In Progress”. If you wish to see more details about the failed transaction that you retried, on the transaction details, click on the transaction list that you wish to check. Then, you will see the progress of your retried failed transaction in your transaction batch.


What To Do When Resubmitted Payroll Transaction Failed Again?

If your resubmitted failed transaction happens to fail once more due to invalid recipient details, unfortunately, you won't be able to resubmit it again. In such a situation, we recommend reaching out to our dedicated Account Manager for assistance. However, rest assured that the failed resubmitted transaction will be automatically refunded in real time, with a maximum processing time of one working day (Monday-Friday) and you can check in the Transaction page (filter Type = Refund for easier tracking). Following the refund, you will need to create a new Payroll transaction, which will require the involvement of Approvers and Releasers to go through the Payroll approval workflow once more to ensure a smooth and accurate payment process.


What To Do When My Retry Attempt Is Failed Again?

In retrying the failed/partially failed Payroll transaction, you will be given the opportunity to retry twice. Therefore, if your retried failed/partially failed transaction happens to fail once more, you are able to retry it again. However, if your retried transaction failed twice, unfortunately, you won’t be able to retry it again. In such a situation, rest assured that the failed retried transaction will be automatically refunded in real time, with a maximum processing time of one working day (Monday-Friday) and you can check in the Transaction page (filter Type = Refund for easier tracking). Following the refund, you will need to create a new Payroll transaction, which will require the involvement of Approvers and Releasers to go through the Payroll approval workflow once more to ensure a smooth and accurate payment process.


In conclusion, navigating through the complexities of failed Payroll transactions requires a strategic approach. Our guide empowers you to take informed actions when your Payroll transaction is failed or partially failed. Your financial transaction matters, and our commitment is to provide you with the tools and guidance needed to overcome the challenges efficiently.





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