Returned eCheck Process: Elavon Customers

When an eCheck gets returned for any of Flywire's customers who use the Elavon processor, it will follow the workflow process below:

Here's what happens from start to finish...

1. eCheck payment is made in Staff Experience or Patient Experience
2. eCheck bounces due to NSF (or other reason) with the bank
3. Bank updates Elavon about the bounce
4. Elavon updates Flywire about the return, and the patient’s account is updated
5. Flywire  updates the EHR in the daily posting file

Where to see a returned eCheck in Flywire:

1. Log into the Staff Experience
2. Look up the account
3. Click the Payments tab

How to report on returned eChecks in Flywire:

Staff Experience users will use the Returned Checks report in Flywire to view all returned eChecks. 

Why use this report?

This report gives users a list of all of the checks that have been returned to Flywire from the bank, along with the relevant details. This allows for better tracking and understanding of how many checks have been returned, and why.

The Returned Checks report shows:

• Account number of the guarantor/patient who submitted the check
• Date the eCheck was returned
• Date the original eCheck payment was taken
• eCheck Amount
• Reason it was returned
• Staff Experience User name who recorded the eCheck (if the eCheck was created through the Patient Experience, it will show as “online”)

How to run this report:

1. Log into the Staff Experience
2. Click the Reports tab
3. Click the Reports dropdown
4. Select the Returned Checks Report
5. Select Start and End Date filters (the eCheck return date range)
6. Click Run
7. One report loads, click the View or Download links to see the report