When processing your online/lockbox batch(es) through Avitar Clerk, there are several situations in which a transaction may fail during the validation process. If a transaction fails validation, it will be marked as ERROR, and you won’t be able to continue until the issue is addressed. But, how do you address the issue?

Begin by reviewing the error detail(s)—click the Edit box to the right of the transaction. After examining the issue, determine whether it can be corrected. Then, update the status to one of the following options: OTC, IGNORED, or CREDIT.

• OTC (Over-The-Counter) – the OTC option is used when you manually process the transaction outside of batch payment processing, while still in your online location.
  • Example: the error is a DMV error such as “The owners on the registration and title don’t match,” which cannot be completed through batch processing.
  • To resolve the issue, exit batch processing, research and correct the ownership discrepancy (if you are able), and complete the registration over the counter—all while remaining in your online location.
  • Remember to return to batch processing to update the ERROR status to OTC. This prevents the transaction from being processed in the batch, avoiding duplication.

• IGNORED – this option should only be selected if the transaction should not be processed in Avitar Clerk at all.
  • Example: the vehicle owner is no longer a resident of your town.
  • The money will not show in your Clerk financials and you can refund via Invoice Cloud Biller portal.

• CREDIT (formerly referred to as SUSPENSE) – is used when you are unable to process this renewal at this time.
  • Example: the vehicle was registered in error as it was sold.
  • The money will be reflected as a credit on your financials and the customer will have a credit on their account that can be refunded or used for a future transaction.

As always, if you are not 100% sure of which option you need to choose, please give us a call.

Please see our online documentation for more information on the Invoice Cloud and Lockbox processes.