Missing payments on a Payment Cycle or missing charges on a Billing Cycle can happen for several reasons. The two most common causes are configuration issues or migrated data.
Examples include:
For element types based on age-banded rates, check the service user’s date of birth. If it’s above the maximum age band configured in the system, the payment or charge may be missing.
For element types based on a weekly rate that is non-pro rata, check the element’s end date. If it falls mid-week, the whole week may not pay or charge, depending on the cycle type.
After a backdated rate uplift, missing pro rata payments can occur if they cross two financial years. There’s a known issue where payments for the first week of the next financial year can be missing. The service desk can fix this with a script.
Migrated data can be tricky. Check if the person is a migrated record. If so, create a test person with a simple care package using the same elements and run a test cycle to see if it works.
Recent financial assessments or re-assessments of a service user may need investigation.
Other reasons may exist due to Mosaic’s configurability or the complexity of onboarding a new customer and their data sets.
If the checks above don’t resolve your issue, please raise a new case online and reference the title of this article.
Please include the following information:
The cycle ID that has not pulled through the payments or charges.
The service user affected.
A redacted screenshot of their Remittance Advice or Billing Advice.
Clearly highlighting the element type, what it appears to be, and what you would expect the system to show.
Screenshots of the rate configuration screens within the Admin Tool.
Any other information of relevance (recent Financial Assessment was made, on the back of a rate uplift etc.).