BPR Rejected Claim Action - Retry
When a BPR is generated, each Allocation has 'No Claim Status'. This is to allow for the Claim Status to be updated, based on the results of the Bulk Payment Request submission to the myplace provider portal.
The Claim Status of each Allocation is updated automatically following the Bulk Payment Results File (BPRF) downloaded from the myplace provider portal, being uploaded to SupportAbility. The BPR is updated to reflect which Allocations were successful, displayed as Accepted along with the exact value that has been paid, and those that have encountered an error are displayed as Rejected along with the reason for this. Alternatively, the BPR Claim Status may be updated manually as required.
When a BPR contains Allocations with the Claim Status of 'Rejected', corrective action may be taken by choosing to either 'Retry' or 'Cancel' the claim.
Processing a Rejected Allocation for 'Retry' would be suitable if the Rejection occurred due to a missing Service Booking e.g. Service Booking does not exist.;S Num:XYXY, Item:0001, Service booking not found for the claim .;Support category is a mandatory field' is received
This is a two step process, where the Allocation is firstly marked for Retry, to allow for any required action being taken outside of SupportAbility to correct this e.g. creating a Service Booking, prior to processing this action resulting in the Allocation being available for inclusion again in a subsequent BPR as a new Payment Request item with a new Claim Reference number.
An overview of this functionality is available in the following video, which is also available in the 'NDIS Bulk Payment Request' section of the Finance tab in the Learning Centre:
This article discusses the two-step 'Retry' process in detail, how to Cancel an Allocation awaiting Retry where necessary, how to include an Allocation available for Retry in a subsequent BPR or Direct Invoice Batch, how the Retry Processing Status information appears in the Activity record, as well as how to search for Allocations in this state.
Please note that the included scenarios in this article have been created to demonstrate this functionality only and are not based on real examples from the myplace provider portal.
Audience: Authorised Representatives, Finance Team
The following list summarises the content within this article. Click on the links below to take you to the relevant sections:
- Marking a Rejected Allocation for Retry
- Processing a Rejected Allocation for Retry
- Including an Allocation available for Retry in a subsequent BPR
- Including an Allocation awaiting Retry in a subsequent Direct Invoice Batch (when the FPM has changed)
- How to Cancel an Allocation awaiting Retry if required
- Retry Processing Status information in the Activity record
- Searching for Allocations that are 'Marked for Retry' or 'Retry'
Marking a Rejected Allocation for Retry
Processing a Rejected Allocation for Retry is a two-step process:
Rejected Allocation > Mark for Retry > Process Action (Retry)
The required Allocation/s must first be 'Marked' for the intended Rejected Claim Action, before being Processed. This is to ensure that any corrective action can be taken outside of SupportAbility as required before the Retry is processed. For example, you may be awaiting the return of a signed Service Agreement, or to create or update a Service Booking before the Allocation is ready to be included again in the next BPR.
The Notes field can be used to track these changes and communicate the status of an Allocation internally, including important information regarding action required for example. Once the Retry has been processed, the information entered here populates next to the Allocation in the subsequent BPR. More on this has been outlined further below.
To mark a Rejected Allocation for Retry, select the required Rejected Allocation/s in the BPR:
Navigate to the Bulk Actions menu and select 'Mark for Retry':
Noting that the number of Allocations selected is displayed at the bottom of the page for reference e.g. 2 selected of 17.
Once selected, the Processing Status of these Rejected Allocations is updated to 'Marked for Retry'
It is important to note that the Totals section of the BPR continues to show the value of these Rejected Allocations and any other Rejected Allocations as 'Pending Action' until the Rejection Action is processed:
The value of the Rejected Allocations Marked for Retry e.g. $200.28 will move to 'Retry' once this has been processed as outlined below.
To remove this Pending Action i.e. 'Marked for Retry', navigate to the Bulk Actions menu and select 'Remove Action' from the Rejected Claim Actions section:
This can be removed and the Rejected Allocation reverted to 'Pending Action' up until the Retry is processed as outlined below.
Processing a Rejected Allocation for Retry
To process Rejected Allocations for Retry once they have been marked as such, navigate to the Bulk Actions menu and select 'Process Action' under the Rejected Claim Actions section:
It is important to note that this change cannot be undone and these Allocations will be available again for inclusion in a subsequent BPR, or Direct Invoice Batch (when the FPM in the Client's Funding has been changed) following this action being processed. It is therefore only recommended to process this action when you are ready to include these Allocations again in the subsequent Finance process, once the Service Booking has been created or updated for example.
A confirmation modal will appear asking you to confirm you wish to process this action:
Once 'Confirm' is selected, the Allocations are now in a state of 'Retry' and are no longer available for selection in this BPR due to this:
The Totals section of the BPR now shows the value of these Rejected Allocations as 'Retry' now that the Rejection Action has been processed:
Including an Allocation available for Retry in a subsequent BPR
Processing a Rejected Claim as a 'Retry' results in the Allocation being added as a new Payment Request item when included in a subsequent BPR.
When generating a BPR, the following amber warning advises when Allocations are included which are in a state of 'Retry':
Allowing you to Filter the Allocations list to show these Allocations only by selecting the 'Allocations' link:
Note that this filters the Allocations list by adding a shortcut to the search bar, in this case 'is:retried' (as per the above screenshot). Simply select the 'x' to the right of this, to clear the Filter Allocations search to view all of the Allocations again.
When an Allocation available for Retry is included, the 'BPR Rejection Reason' is displayed for reference, along with any 'Notes' that had been added internally to communicate information regarding this:
For example, in this case, it is important that a Service Booking is created before the Allocations are included in a subsequent BPR to avoid resulting in an error again.
It is important to ensure that the required action has been taken outside of SupportAbility so that an error is not encountered again e.g. the Service Booking has been created or updated. When you are ready to Retry these Allocations, select them for inclusion in the BPR.
Once these Allocations are included in a BPR, the previous BPR Rejection Reason and Notes are no longer displayed and the Allocations are added as new Payment Request items with a new Claim Reference number to uniquely identify each claim:
Including an Allocation awaiting Retry in a subsequent Direct Invoice Batch (when the FPM has changed)
If the Financial Plan Manager (FPM, i.e. the party responsible for paying the invoice for the Supports delivered) has changed since the claim was Rejected, or if the Rejection occurred due to this, by processing the Allocation for Retry, then updating the FPM to the correct party in the Client's NDIS Direct Funding record, before it is included in a subsequent BPR:
For example, to their new Plan Manager, 'Plan Management 'R' Us':
Means these Allocations will be available to Invoice as part of the next Direct Invoice Batch:
Given they now need to be Invoiced to the Client's Plan Manager.
How to Cancel an Allocation awaiting Retry if required
From the upgrade to SupportAbility v7.18 (Nov, 2021) Rejected Allocations processed for Retry can now be Cancelled if required, provided they are yet to be included in a subsequent BPR or Invoice Batch (in the specific case where the Client's FPM is updated). This may be necessary if you wish to correct the related NDIS Support Allocations in Finance Edit Mode for example.
To Cancel a Rejected Allocation awaiting Retry, select the relevant Allocation within the BPR, then navigate to the Bulk Actions menu and select 'Mark for Cancellation':
The Processing Status of this Allocation will be updated to 'Marked for Cancellation':
To complete the Cancellation process, navigate back to the Bulk Actions menu and select 'Process Action':
This ensures that the Allocation is Cancelled and a new NDIS Support can be added in its place in the Activity as required:
Please see the How to correct NDIS Support Allocations after Activity Sign Off in Finance Edit Mode (edit, delete and/or add) article linked below for more information.
Retry Processing Status information in the Activity record
When the NDIS Support Allocation window is opened in the related Activity record, the BPR Status column shows that this Allocation is in a state of Retry:
Including a link to the most recent BPR it has been included in. For example, the above Allocation is yet to be included in a subsequent BPR, therefore, the BPR it originated from #25 is linked here for reference. Once it is included in a subsequent BPR or Direct Invoice Batch, only the latest BPR Status and Invoicing information will be displayed here.
N.B. Only Staff Members with the 'View Financial Information' Staff Account privilege can see the Price, Value, BPR Status and Invoicing columns.
Searching for Allocations that are 'Marked for Retry' or 'Retry'
To search for Allocations that are either 'Marked for Retry' or in a state of 'Retry', navigate to the Finance menu and select 'Allocations Report':
Select the relevant options from the 'BPR Processing Status' criterion in the NDIA Managed section of the report along with any other relevant criteria:
Select 'Generate Report' for a list of results of any Allocations with the BPR Status of either 'Marked for Retry' or in a state of 'Retry':
N.B. The BPR Status and Finance columns list the most up-to-date information i.e. the latest BPR and/or Invoice Batch the Allocation is included in. Multiple results are not listed for an Allocation that has had a Retry i.e. only the one Allocation is displayed with the latest processing information.
The results include a link to the related Activity, Client Funding record, BPR and Invoice Batch this is associated with also where relevant.