INVALIDATION GUIDELINES

Transcription

1 INVALIDATION GUIDELINES List of documentation that is required by the Rego Easy Unit (ESP-SUPPORT) with request for reprocessing: Copy of registration application with correct details CTP certificate or nomination form. Vehicle details form or safety certificate (whichever is applicable) Authority to sign on behalf of customer (if applicable). Authority to debit your DX000 account Signed statement describing the error. Duty exemption documents (if applicable). Concession application and supporting documents (if applicable) Purchase order/invoice or contract. Invalidation Guidelines The following are the Invalidation guidelines as outlined by QT. Please remember that anything that doesn t fall within these guidelines is not able to be invalidated. Overall Same Day Invalidation Rule: Invalidation can be done on the same processing day for most transactions. The request for invalidation must be received by Dealer Solutions by close of business on the same working day. No supporting documentation is required unless the invalidation request is for any of the error types below: Incorrect CTP Insurer or Class Incorrect Cancellation Incorrect Pay Term Renewal paid in error These requests have specific rules that are outlined in their respective sections. Failure to take delivery of a vehicle New Business and Transfer Transaction New Business and Transfer Transaction When a vehicle is registered, and the actual sale of vehicle does not go ahead, this is a Non- Delivery. i.e. Vehicle was never driven on a public road. The time frame for reporting a Non-Delivery for invalidation is up to close of business the next working day after the New Business was transacted. As long as the request to invalidate the transaction is received by Dealer Solutions by this time invalidation is to be approved. The non-delivery process must be used for any vehicles falling outside of this time frame.

2 Non-Delivery Process A duty refund may be requested within 3 months from the original transaction's payment date (any refund request exceeding 3 months must be directed to the Office of State Revenue). The process to obtain the refund is below: acquire vehicle into dealership name, the earliest processing date that can be used is day after new business was processed cancel registration and surrender number plates or sell as a registered vehicle and transfer with a safety certificate provide a signed statement to Queensland Transport advising vehicle never left premises and request for duty refund QT will then arrange for an account adjustment for the duty amount to dealer's account. Note these Exclusions: If the vehicle was registered in a State Government Department's name, the transaction must be reversed, as State Government vehicles are non-transferable. If the vehicle was registered in to Dealership's name it cannot be invalidated for reason of 'nondelivery'. Any request for reversal received on or after the following working day must be declined. Dealership must cancel registration if they no longer want it registered. Incorrect Customer Reference Number (CRN) New Business and Transfer Transactions If the vehicle you register has been processed with the Incorrect Customer Reference Number (CRN), the following process must be followed. If the Customer advised you of the incorrect registration name details, you have 21 days to request reversal. When you request a reversal, your customer must produce some evidence that a genuine error was made. Then both parties must supply Dealer Solutions with signed statements outlining full details of the circumstances leading to the error before transaction will be reversed for reprocessing. After 21 days, full requirements will apply. The client must attend a Customer Service Centre to transfer the vehicle into the desired name, produce a safety certificate, unless exempt and pay all relevant costs. If the Operator made the error, there is no time frame for correcting the error. If it is within 21 Days, the transaction can be reversed and reprocessed via the DAIS system. If it exceeds 21 Days, forward all documentation (refer to the list) to QT via Dealer Solutions for reprocessing.

3 Incorrect Vehicle Registered New Business Transaction If you register the incorrect vehicle the transaction must be reversed and reprocessed with the correct vehicle details. The same transaction date must apply. An Invalidation request is to be forwarded to Dealer Solutions. If the error is to be sent to QT for reprocessing provide full supporting documentation (please refer to the list). Incorrect Vehicle Details New Business Transaction If you register a vehicle and enter incorrect details, request invalidation and reprocess with the correct details. If the vehicle has been modified, then leave the vehicle registered in its original state and send an update request to QT via Dealer Solutions with a copy of the modification certificate. You may request for ESP-Support to process an update on the record by completing a Change of Vehicle Particular form and forwarding it via Dealer Solutions. This will only be processed if received AFTER 21 days of your transaction being processed. Do not request an update if there is a change in the registration fees (e.g. 4 cyl to 6 cyl) this must be reversed and reprocessed by DX User. Only requests involving a change in fees outside the 21 day window may be sent to QT. If an incorrect VIN is entered this must be invalidated and reprocessed. VIN numbers will not be updated on the system. This is to ensure that the correct information is being retained in the National Exchange of Vehicle & Driver Information System (NEVDIS) database. Incorrect Odometer reading entered New Business, Acquisition and Transfer If you process a transaction using the incorrect odometer reading, then request invalidation and reprocess with correct details. If the transaction exceeds 21 days from the original processing date, supply documentation (refer to list on page 1) to QT via Dealer Solutions for reprocessing. Incorrect Purpose of Use New Business or Transfer Transaction If a vehicle is registered with incorrect purpose of use, then request invalidation and reprocess with correct details. CTP class and ITCE change can be made to coincide with the purpose of use. (for example, change from COML to FARM will change CTP class from class 6 to class 17). If the transaction exceeds 21 days from the original processing date, supply documentation (refer to list) to the QT via Dealer Solutions for reprocessing.

4 Failure to exempt duty or incorrect market value entered New Business and Transfer Transaction If you fail to exempt duty or enter the incorrect market value, the transaction must be reversed and reprocessed with the correct exemption or market value so TRAILS retains the correct information to coincide with the Office of State Revenue. If you fail to exempt duty, when reprocessing, ensure you have the correct documentation for exemption from Veteran Affairs or the Office of State Revenue, etc. If reprocessing is outside 21 day window please supply documentation (refer to list) to the QT via Dealer Solutions for reprocessing. Failure to apply a concession New Business and Transfer transactions If a concession is left off at the time of processing, you have the option to have the transaction reversed so that you can reprocess it or you can request it be updated by QT via Dealer Solutions by supplying the concession application form. An individual will also require either both sides of the PCC photocopied, a Veteran Affair's letter or a Queensland Seniors Card and a statement with the registration details. An organisation will need the concession application form and a statement with the registration details. Incorrect Registration Date (i.e. Business Action Date) New Business Transaction If you register a vehicle at the wrong date and the correction needs the date to be a future date, then the Non-Delivery process (refer to this section) applies. The timeframe for reporting the error is until close of business the next working day after the new business was transacted. If you register a vehicle at the wrong date and it is to be a previous date, have transaction reversed and reprocess with backdated date. Incorrect Transfer Date (i.e. Business Action Date) Transfer Transaction If you enter the incorrect transfer date at the time of processing the transfer, you can request an invalidation to reprocess it as at the correct transfer date. No other details can be changed in this process e.g. CRN.

5 Incorrect pay-term (Overall invalidation rule does not apply) New Business and Renewal Transaction If the incorrect pay-term is entered and the vehicle is in dealership's stock, the transaction can only be reversed if the request for invalidation is made on the same day as original processing, Dealer Solutions can process this. If the incorrect pay-term is entered and the vehicle is in a private name, a signed statement must be provided by both the Dealer and the Client advising of the correct pay-term. This is only an option for same day as processing and Dealer Solutions can process this. As a purchase order, contract or letter of authority is also validated or signed by the customer then this will be sufficient in lieu of the signed statement, as long as it clearly states the pay term. Otherwise a signed statement is required as proof that customer specifically requested the pay term and an operator error has occurred. Note Dealer Solutions are to check with DX User that vehicle has not left dealership with the incorrect registration label attached, if this has happened reversal request must be declined. In this instance, DX User will have to make other arrangements with customer. Approval may be given for a longer pay term correction request received on a following working day, but this can only be granted by the QT via Dealer Solutions. No approval will be given for a shorter pay term unless received same day as processing. Failure to Apply a Common Due Date, Common Due Date added in Error or wrong Common Due Date selected New Business Transaction If you fail to add a common due date at the time of registration you have the option to request QT to add the Common Due Date which will take effect from the next due date or you may request the transaction be reversed for reprocessing. If you want the transaction reversed, proof that the common due date was to be applied must be supplied to Dealer solutions at time of request for reversal. (e.g. Purchase Order/Contract). If a common due date was added to the registration in error. A signed statement from customer that it is not to be applied to this registration must be supplied to Dealer Solutions before invalidating and reprocessing the transaction. If CRN has multiple Common Due Date's to choose from and wrong one is chosen request a transaction reversal from Dealer Solutions and reprocess correctly. If reprocessing is outside 21- day window please supply documentation (refer to list) to QT via Dealer Solutions for reprocessing.

6 Internet Timeout All Transaction Types If when you have processed your transaction you get an internet timeout, the transaction can be reversed. Forward your request for reversal to Dealer Solutions and then proceed to reprocess transaction. Vehicle Acquired in Error Acquisition Transaction If you acquire a vehicle into your stock and it is incorrect or you didn t take delivery, you can request the acquisition be reversed. This will them put the record back into the last registered operator's name. Incorrect Vehicle Transferred Transfer Transaction If you transfer the incorrect vehicle, you can request invalidation via Dealer Solutions to have the transaction reversed. The vehicle will then go back into the last registered operator's name. Renewal not paid at time of Transfer Transfer Transaction If you fail to pay renewal fees at the time of transfer and they need to be paid, you can forward a request to QT via Dealer Solutions requesting the payment be made. You must supply the registration details, ITCE indicator and provide the pay-term. Renewal for vehicle must be pending while in your stock. Submit your request on letterhead with your DX number clearly displayed. You must also give written permission for QT to debit your DX account for the payment. Alternately, if it is the same day as processing, use the overall invalidation rule and request to have the transaction reversed and reprocess with the renewal payment and transfer combined in the same transaction.

7 Renewal Transactions Incorrect Pay-term (The overall invalidation rule does not apply) Renewal and Transfer Transaction If you process a renewal with the incorrect pay-term you can request a reversal of the transaction the same day only for reprocessing with the correct pay-term providing a signed statement is obtained from both the Dealer and the Client advising of the correct pay-term via Dealer Solutions Customer Experience (Dealer Solutions Customer Experience can approve this). You may then reprocess with the correct pay-term. Failure to provide the statement from both parties will result in making alternative arrangements with the client for payment. Renewal Paid in Error (The overall invalidation rule does not apply) Renewal and Transfer Transaction If you process a renewal payment in error, you may request a reversal of the transaction on the same day only. If registration is in expired status after invalidation then vehicle must not have been driven on a public road prior to invalidation, Dealer Solutions Customer Experience must obtain this confirmation from DX User prior to invalidating the transaction. Plate Transactions Incorrect Plate Number New Business and Replacement Plate Transaction If the incorrect plate type is processed i.e. issued Sunshine State and customer requested Smart State, the Non-Delivery process applies (see relevant section for instructions). Failure to advise prior to close of business the following day will result in a non-delivery transaction. Alternatively; you may process a replacement plate transaction and pay the relevant replace plate fee. Failure to Remove Personalised/Customised Plates at time of Transfer Transfer Transactions If you fail to remove a person/s Personalised or Customised Plates at the time of transfer and they are to be retained by the client, you must reverse the transaction and process a Removal of Personalised Plates, and then reprocess the transfer.

8 All Correction Requests on New Personalised Plates Ordered If you have ordered a set of plates on behalf of a client and they change their mind, you can request a reversal of the sale process to reorder with the correct Style/Type/Theme on the same day only. This request must be made to Dealer Solutions Customer Experience. If the order is incorrect and it exceeds the same day, all queries are to be referred to Personalised Plates Queensland for action/advice. Plates surrendered in Error If you surrender a set of Queensland issued plates in error, you can obtain a reversal by sending a request to Dealer Solutions Client Service. However, if you surrender an interstate issued plate in error then your request for reversal must be sent to QT via Dealer Solutions Customer Experience. Replacement plates in error If you process a replacement plate transaction and you need it reversed, Dealer Solutions Customer Experience can only process this if your request is received same day as processing, otherwise request will be directed to QT. Compulsory Third Party Insurance Incorrect ITCE Code New Business and Transfer Transaction Any request for changes to the ITCE field received after original processing date cannot be invalidated, unless a genuine operator error has occurred. (If incorrect purpose of use was used this overrides the necessity for QT to approve the invalidation, Dealer Solutions Client Service can approve). QT may invalidate and authorise the reprocessing of this transaction after evidence has been produced to show a genuine error with the incorrect ITCE code was made. If no evidence can be produced showing a genuine operator error, then QT will update the record and DX User must contact the relevant CTP Insurer to advise them of the change or for any enquiries. Incorrect ITCE Code Transfer Transaction If you fail to change the ITCE field when transacting a transfer, you must forward advice to QT via Dealer Solutions Client Service to update the field. QT will forward confirmation of the update once complete. Alternatively, you may forward your request for reversal to Dealer Solutions Client Service and then proceed to reprocess transaction.

9 Incorrect Compulsory Third Party (CTP) Insurer or Class (The overall invalidation rule does not apply) New Business or Renewal Transactions If you register a vehicle or pay a renewal with the incorrect CTP Insurer or Class, the transaction can be reversed only under circumstances listed below. Provide a copy of the pre-purchased CTP certificate or whatever documentation your customer or operator can produce to prove that an error was made to the Dealer Solutions Client Service. However, if the customer has changed their mind after transaction was processed and vehicle has left dealership then no invalidation will be approved. If a genuine operator error was discovered, a request for reversal must be made to the QT via Dealer Solutions Client Service, accompanied by evidence showing that the error was made. Otherwise obtain a letter from the CTP Insurer which will allow QT to update the records with the correct insurance class for the vehicle. Note Dealer Solutions Client Service may approve invalidation of this transaction only if request is made on same day as processing and vehicle has not left the dealership. A statement must be made to Dealer Solutions Client Service confirming these circumstances prior to Dealer Solutions Client Service approving the invalidation Duplicate Insurance Certificate Number If DX User discovers the same CTP certificate number has been used for 2 or more transactions, then the following steps must be followed: The second or following transactions must be reversed and reprocessed with another CTP certificate number Ausdoc must be sent a copy of all documentation including the new CTP certificate for the corrected transaction DX User has a 21 day window for reprocessing the transaction, if outside this timeframe, then documentation (refer to list) must be forwarded to QT via Dealer Solutions Client Service for invalidation and reprocessing

10 Cancellation Transactions Incorrect Vehicle Cancelled (Overall invalidation rule does not apply) If you cancel the incorrect vehicle, you can request it to be reversed. A signed statement must be provided explaining the error in full. Dealer Solutions Client Service must obtain approval from QT as some circumstances will require a re-registration transaction. Vehicle Cancelled in Error (Overall invalidation rule does not apply) If the vehicle is cancelled in error, you can request it to be reversed. A signed statement must be provided detailing the circumstances of the error. Once again approval must be sought from QT for reversal as some transactions will result in having to reregister the vehicle.