Xero Payroll | Reprocess a failed or returned auto super payments

Resubmit a failed batch or withdraw and reprocess individual auto super payments that have been returned

Reprocess a failed auto super payment

If an auto super batch fails to process, the status of the batch updates from Approved, pending processing to Failed. This can take up to five business days, with further delays during peak processing times, such as at the end of a quarter. While waiting for the failure message, you can't update the status of the batch manually.

An email with the reason for the failure is sent to the authoriser. Read more about reasons why a super batch or payment may fail to process.

Once the batch status updates to Failed, the super accruals included in the batch become available for selection in the Add Super Payment screen again. To include the accruals in a new batch:

1. In the Payroll menu, select Superannuation.
2. Click Add Super Payment and select the relevant accruals.
3. Click Submit for Approval.

You'll be redirected to the superannuation home screen, where the batch will appear as Pending Approval. When the authoriser approves this batch, the reprocessing begins.

Reprocess a returned auto super payment

If an auto super payment is returned, the authoriser receives an email notification with details of the returned payment, including the reason for the return. 

You can also view the details of returned contributions by clicking the View details button for the relevant employee in the banner that displays in a returned batch.

A batch may be partially returned or fully returned, depending on the number of employee payments that have been returned. 

A batch will receive the status of Partially returned if one or more payment contributions in the batch were returned. A batch will receive the status of Returned if all payment contributions in the batch were returned.

Any user with Payroll admin permissions can withdraw the returned contributions to make them available for resubmission:

1. In the Payroll menu, select Superannuation.
2. Click the batch marked as Returned or Partially returned.
3. Select Withdraw to release the returned payment contributions from the processed batch.

4. Once you've withdrawn the returned contribution lines from a partially returned batch, the batch status will update to Paid, as all remaining contributions will have been paid successfully. Once you've withdrawn the returned contributions from a fully returned batch, the batch status will update to Withdrawn.

5. You can then correct the employee’s super membership details and reprocess the contributions.

Get help to withdraw a superannuation payment

If you’re unable to withdraw a returned superannuation payment, contact Xero support below. Please invite Xero support into your organisation when you raise the case. In your message, include:

• The returned contributions amount
• The payment reference number (PRN) for the original payment transaction
• The name of the employee the returned contribution relates to