Why have I received a refund?

Sometimes, a super fund may need to refund a contribution because an employee is no longer a member of the fund or other data is invalid.

The super fund will usually refund the contribution to the employer’s nominated bank account and send a Contribution Transaction Error Response (CTER) message to the Clearing House.

The Clearing House’s Employer Portal will then send an automated notification to the employer’s nominated email address advising them that they have received a refund.

The fund refund email notification (for a CTER response with a refund) includes details of each failed payment. These are sent as soon as a CTER is received from the Fund. A seperate email for each CTER response with a refund will be sent.

The email contains refund payment information along with employer information to assist in the reconciliation of the refund by the employer.

Note: Refund notification emails are now sent individually instead of being grouped and sent daily per employer.

Options for viewing refund information

When an employer receives a notification, they can either click the View button on the notification or log into the EmployerPay Portal. Depending on the error and the information received, and the number of employees (and if applicable employers) that an organisation takes care of, there are three (3) main areas in the EmployerPay Portal where more information can be obtained about a refund.

• Submission History screen – use this screen if your contribution file contains data for only a few employers or employees. 
• Contributions Reports screen – use this screen if your contribution file contains one or more errors and you have numerous employees and/or employers. or if you have a payment reference number. After generating this report, you can download it and further investigate the data in Excel.
• Payment Reports screen – use this screen if you have received an email advising that a contribution file has received one or more refunds, and the only information available is the payment reference number.