A reversal should only be done for Ghost payments any other reversal should be escalated to the CX Manager Queue

 

Step 1 – Accessing Payment Screen

Begin by navigating to the payment screen in Loan Pro.

 

Step 2 – Locating Reversal Option

On the payment screen, look for the payment you want to reverse and click the arrow pointing left, typically located on the right side of the screen.

 

Step 3 – Initiating Reversal Process

Click on the left-pointing arrow to initiate the reversal process.

 

Step 4 – Providing Reversal Details

In the pop-up window, select “Clerical Error” as the reversal reason.

In the reversal comments section, type “Clerical Error.”

 

Step 5 – Configuring Reversal Options

Ensure that “Reversal Charge Fee” and “Reversal Merchant Transaction” are both set to “No.”

Note that these options should always be set to “No” by default.

 

Step 6 – Initiating Reversal

Finally, click on “Reverse Payment” to complete the reversal process.

 

Step 7 – Double-Check Reversal

Verify the payment history to confirm that the ghost payment has been accurately reversed it should be highlighted in a peach color and the status should be “Reversed”.

 

 Note: Agents can only reverse Ghost Payments. If a payment was successfully processed that needs to be reversed it should be escalated to the CX Manager Queue