GN 02403.014: Processing Non-Programmatic Fees Received in the Field Office Using the Social Security Electronic Remittance System

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~~Effective Dates: 02/28/2018 - Present~~
Effective Dates: 04/25/2018 - Present
TN 23 (02-18)
GN 02403.014 Processing Non-Programmatic Fees Received in the Field Office Using the Social Security Electronic Remittance System
A. Introduction to the Social Security Electronic Remittance System (SERS)
SERS is an automated solution to collect standard administrative fees for non-programmatic services. This system allows field office (FO) personnel to electronically process payments received for the fees listed in subsection GN 02403.014B.
B. Fees received in the FO
Using SERS, the FO may receive non-programmatic fee payments for the following:
* Copying an electronic folder to a disc,
* Copying a paper folder,
* Third Party Social Security Number (SSN) verification (no charge if issued directly to the number holder),
* Detailed Earnings Query (DEQY),
* Regional office certification of records, or
* Record extracts (entitlement, benefit, or status information).
NOTE: The Social Security Administration (SSA) requires payment before providing the requested service.
Do not use FeeBayNet to process these standard administrative fees. FeeBayNet is only used to invoice for payment of non-programmatic fees.
C. Forms of payment accepted in SERS
SSA can process the following forms of payment using SERS:
* Checks (drawn on domestic financial institutions) or money orders payable to SSA.
NOTE: Send fees paid by checks drawn on foreign financial institutions, either in foreign amount or in United States dollars, to the Office of Finance (OF) at this address: Office of Finance P.O. Box 17042
Attn: SERS
* Credit cards (Visa, MasterCard, Discover, American Express, and Diners club (brand)) accepted from walk in customers only.
NOTE: SSA will only accept the Diners Club Card if it processes as a MasterCard or Discover transaction. Acceptable Diners Club Cards should have the MasterCard or Discover Card logo present on the card and meet the numerical requirements. A does not accept credit cards on SSA-1414 (Credit Card Payment Form) as a form of payment.
SSA does not accept cash to pay fees and SERS cannot split a transaction between two payment types (example: one-half paid by check and one-half paid by credit card).
D. Processing fees paid by check or money order
1. FO Technician
Follow these instructions to process the non-programmatic standard fee payment.
* Begin transaction in SERS,
* Print the Payment Authorization Form when prompted. Once the customer confirms the selected items and all associated costs are correct, dispose of the form and proceed with the transaction.
* Ensure that the check is legible, for exact amount of fee, dated and signed.
If not, and the check is a(n):
* In-office payment: return the check to the customer and request an updated check; or
* Mail-in payment and the fee is not included, check is illegible, or for an incorrect amount: return the check accompanied by the incomplete Non-Programmatic Record Request letter created in the Document Processing System (DPS).
* Process check through SERS scanner:
* In-office payment: Annotate the check with “Non-Negotiable” and return the check to the customer.
* Mail-in payment: Shred the check immediately.
* Verify check appearance with customer, complete transaction in SERS.
* Provide a SERS printout if the customer requests a receipt.
E. Processing fees paid by credit card (In-office only)
1. FO Technician
Follow these instructions to process the non-programmatic administrative fee remittance:
* Begin transaction in SERS.
* Print the Payment Authorization Form when prompted. Once the customer confirms the selected items and all associated costs are correct, dispose of the form and proceed with the transaction.
* Have customer swipe their credit card.
* Complete transaction in SERS.
* Print two copies of the receipt, have the customer sign one, which is retained for our records and give the customer the unsigned copy for their record.
* Validate the transaction by ensuring the signature found on the back of the credit card matches the signature on the transaction receipt.
NOTE: In the absence of a signature, the SSA employee is required to validate the cardholder with proper identification.
SSA Employees cannot handle the customer’s credit card; ONLY the customer can handle the credit card.
* Give the signed receipt to the remittance supervisor.
NOTE: Mailed in Credit Card Forms (SSA-1414) are not acceptable and manual entry of credit card numbers is prohibited. If a credit card is received in the field office on Form SSA-1414, return to requestor. Do not mail to the Office of Finance for processing.
2. Remittance supervisor
Follow these instructions to process the fee remittance:
* Store receipts in a secure location in the FO and retain for 18 months; and
* Shred the signed credit card receipt after 18 months.
F. FO scenarios
Follow these instructions when payments are made in person by check or money order:
If the individual makes payment by check or money order in person and…
then…
the check or money order scans successfully;
process the request as needed.
the check scanner is inoperable due to system issues;
~~request another form of payment and contact the SERS help desk (^SERS) for assistance in identifying the issue or ordering a replacement check scanner.~~
request another form of payment and contact the SERS help desk (^SERS) for assistance in identifying the issue or ordering a replacement check scanner. Follow SERS helpdesk guidelines and revert back to the SSA-414 process for tracking purposes.
NOTE: OF will not accept checks without a Help Desk Ticket. Do not send check(s) to OF before contacting the SERS help desk and receiving a ticket/ticket number.
attempts to cancel the transaction, and
the work is already done;
do not refund payment.
attempts to cancel the transaction, and the work is not done;
do not attempt to issue a refund in the FO. Route the refund information to OF for processing (See subsection GN 02403.014G. for processing refunds).
attempts to change the order requested, and
the work is already done;
do not change or issue refund of payment. We can however, accept a new order for the request.
attempts to change the order requested after the payment is processed, and work is not done;
take the new order and route the refund information to OF for processing of the canceled order (see subsection GN 02403.014G. for processing refunds). The FO does not process refunds within SERS.
If the payment amount for the new order is less than the original, complete the work requested and route the refund information to OF. or
if the payment amount for the new order is greater than the original, create a separate order for the balance due and request new payment for the balance due.
Follow these instructions when payments are made via mail by check or money order:
If the individual makes payment by check or money order by mail and…
then…
the check does not scan or is illegible;
mail payment back to the individual with DPS Notice “Incomplete Non-Programmatic Record Request”.
sends the wrong amount (the payment is greater or less than the amount due);
mail payment back to the individual with DPS Notice “Incomplete Non-Programmatic Record Request”.
there is not enough information included to process the request;
mail payment back to the individual with DPS Notice “Incomplete Non-Programmatic Record Request”.
attempts to cancel the payment, and
the work is already done;
do not refund payment.
attempts to cancel the payment, and
the work is not done;
route refund information to OF for processing (see subsection GN 02403.014G. for processing refunds). Do not attempt to issue refund in the FO.
attempts to change the order requested, and
the work is already done;
do not change or issue refund of payment. We can however, take a new order for the request.
attempts to change the order requested after the payment is processed, and the work is not done;
take the new order and route the refund information (see subsection GN 02403.014G. for processing refunds) to OF for processing of the canceled order. The FO does not process refunds within SERS.
If the payment amount for the new order is less than the original, complete the work requested and route the refund information to OF.
or
If the payment amount for the new order is greater than the original, create a separate order for the balance due and request new payment for the balance due.
Follow these instructions for payments made by credit card:
NOTE: SSA does not accept mail-in credit card payments.
If the individual makes a credit card payment and…
then…
the payment is approved;
process the request as needed.
the payment is declined;
request another form of payment.
the swipe is not accepted;
request another form of payment.
the card reader is inoperable due to system issues;
request another form of payment and contact the SERS help desk (^SERS)) for assistance in identifying the issue or ordering a replacement card reader.
attempts to cancel the payment, and
work is already done;
do not refund the payment.
attempts to cancel the payment, and
work is not done;
route refund information to OF for processing (see subsection GN 02403.014G. for processing refunds).
Do not issue refund in the FO.
attempts to change the order requested, and
work is already done;
Do not change or issue refund of payment. We can however, take a new order for the request.
attempts to change the order requested after the payment is processed, and work is not done;
Take the new order and route the refund information (See Section GN 02403014G. for processing refunds) to OF for processing of the canceled order. The FO does not process refunds within SERS.
G. Process for requesting fee refund
If the FO collected and processed payment in SERS, but the scenario is not covered in the “if, then” chart above, or the requested service could not be provided, send a refund request to OF via email ^OF Debt Management Team.
Include the following information in the email:
* SERS Order Number,
* Customer’s Name,
* TAX ID, EIN, and SSN,
* Address,
* Number Holder’s Name,
* Number Holder’s SSN,
* Amount of fee remitted,
* Check or money order of the fee remittance, and
* Explanation of the request for refund.
Once OF processes the request, the individual will receive the refund in the form of a Department of the Treasury check at the address provided. If the individual contacts the FO stating they have not received the refund, please allow 30 days from the date of mailing before following-up with OF via email at ^OF Debt Management Team.

POMS Reference

GN 02403.014: Processing Non-Programmatic Fees Received in the Field Office Using the Social Security Electronic Remittance System