Payout FAQs
Q. What is PayOut?
The ability for clients to deliver cash payments to their customers using barcode technology to their mobile phone or email address.
There are two types:
Payout - sent overnight
Payout NOW! - sent immediately
Vouchers for both products are valid for one month from issue.
Q. What is the difference between Payout and Payout NOW!
Payout - upload files are sent out the following day if uploaded before 1pm. Files uploaded after 1pm will be sent out in two working days’ time.
Payout NOW! works in real-time and allows for the issuing of emergency vouchers. You will only be able to access it through the portal if you have specifically signed up for it.
Q. How does Payout work?
Payout
Clients have access to a web portal provided by Post Office.
Vouchers can then be requested by uploading a CSV format file into the portal. The file will contain details of the funds to be issued, along with the customers’ names and method of disbursement.
Having verified that the funding is held on account, the file is processed, and the vouchers are distributed the following day using the allocated method (e.g. email or SMS).
Payout NOW!
Clients have access to a web portal provided by Post Office.
Vouchers can then be requested by uploading a CSV format file into the portal. The file will contain details of the funds to be issued, along with the customers’ names and method of disbursement.
Having verified that the funding is held on account, the file is processed, and the vouchers are distributed immediately using the allocated method (e.g. email or SMS).
Q. Where can customers receive their cash when presenting a Payout voucher?
Customers are able to cash their Payout vouchers at any Post Office outlet.
Q. How long do Payout vouchers remain valid?
Payout vouchers are valid for one month following disbursement to the customer.
After this point, customers will be unable to receive cash for that particular voucher.
Q. Can I send a barcoded letter using Payout NOW!
No, barcoded letters are only available using Payout.
Q. Is there any difference in the way vouchers are submitted to customers depending on whether you are using Payout or Payout NOW!
Yes. Payout can be sent as SMS, email or barcoded letter. Payout Now! can only be sent as SMS or email.
The other key difference is that the barcode for Payout Now! is embedded into the email. For Payout, it is attached as a pdf version of the letter and therefore does not have the barcode embedded directly into the email.
Q. What format of voucher is available for Payout clients?
The Client may choose to use multiple templates, for numerous campaigns simultaneously. Each template shall have the ability to contain print merge fields in order to accommodate specific text that may apply to particular clients customers or products / services.
Each template shall have a unique code that will enable allpay to facilitate the Client print, production and MI report requirements.allpay shall agree each Client’s voucher template, including any print personalisation fields, as part of the proofing of the template process.
The Client can add further voucher templates (the format of which must be agreed by allpay) at any time.
Q. Do we need sign a separate data processing agreement with you?
The processing of data is covered in section 17 of your contract with allpay. You do not need to sign a separate agreement.
Q. Where is the data held that we upload to the Payout portal?
All data is processed within the UK in line with current legislation.
Q. Do we need a new privacy notice to advised customers that we are sharing data with you?
Both allpay and Post Office are regulated by the Financial Conduct Authority. You should check with your legalteams that your privacy notice is robust enough to share data with any third party.
Q. What format is required for upload to the Payout portal?
Payout files should be in CSV format and a sample file format is issued to clients during implementation.
Q. How are funds transferred to a Payout funding account?
All details required for transferring funds to the Post Office are included in the implementation process.
Q. What reference do we need to use when we transfer the funds to the funding account?
Preferably something like ALLPAY-[CLIENT NAME]-[SCHEME NUMBER]
Q. Is there a minimum or maximum limit on encashment value on Payout vouchers?
No. There is no encashment limit on a Payout voucher.
Q. What happens if a refund is required because a voucher fails to send?
Refunds can be requested via the Post Office by emailing payout.postalorder@postoffice.co.uk stating the amount that you wish to have refunded and the bank account into which the funds are to be transferred.
Q. What happens to the funds for vouchers that expire before they are cashed?
A refund can be requested in the same was as above.
Q. What happens to the funds from a cancelled voucher?
When a cancellation of a voucher is performed, or the voucher expires without having been cashed, the face value monies are credited back to you. You may wish to:
- Have the monies returned to them when the next financial settlement takes place.
- Instigate the return of the monies immediately, by emailing the Administration Team at payout.postalorder@postoffice.co.uk, stating the amount that you wish to have refunded and the bank account into which the funds are to be transferred.
- Retain the monies in the your vendor account and use for further, first-time payments.
Q. What is the maximum number of vouchers that can be issued and over what time period?
This may vary from area to area depending on the Post Office’s ability to move cash to a particular part of the country. Geographically remote and rural locations will be less. If you have any concerns about the number ofvouchers that can be issued, please speak to us and we will clarify with Post Office Limited.
Q. What does POI mean on the .csv upload file format?
It stands for Post Office Identification. This is the code for the level of customer identification required at the counter. This can be blank, 1 or 2. Blank = no ID required, 1 = visual name check, 2 = the type of ID shown is recorded from the defined list.
Q. What does the template code mean on the .csv upload file format and does this ever change?
The template code is the letter/email reference provided when the template is proofed.
Q. What’s my scheme number?
If you are signed up to Payout your scheme number will be 110. If you are signed up to Payout Now! your scheme number will be 210. If you are signed up to both schemes you will need to ensure that you are using the correct scheme number when uploading your payment files.
Q. How I choose which format I want for the voucher?
After uploading the .csv file, you will have the option to send out vouchers individually or in bulk. Either way, you will be given the format option before submitting.
Q. The Council Tax bill is in joints names. Can I put both names on the letter?
You can put more than one name on a barcoded letter, this is done in the .csv file format.
The file format as it’s set-up means that multiple names would have to fit within the ‘name’ cells (columns B, C & D).
Branches have been briefed that more than one name may be present.
Q. Can a letter be produced in bilingual format?
Yes, but there are some small constraints.
O The date format is set to (DD/month/YY) and is controlled by the operating system and will therefore default to English for the month.
O The barcode though will only be produced once, so:
o Either both translations to appear on page one of the letter, or
o One version on the front, and the other on the back (which would be produced without the barcode).
O There is a maximum of dual-sided printing (2 sides), and the back can also be used for any FAQ’s or instructions.
Q. How and when are Payout vouchers distributed to customers?
Payout
Vouchers can be:
Printed*
SMS*
Email*
These are processed and sent overnight.
Payout NOW!
Vouchers can be:
SMS*
Email*
These are processed and sent immediately following data upload.
Q. Can I have more than one template?
You may choose to use multiple Post Office Payout® templates, for numerous campaigns simultaneously. Eachtemplate shall have the ability to contain print merge fields in order to accommodate specific text that may apply to particular to products or services.
Each template shall have a unique code that will enable Post Office Limited to facilitate the your print, production and MI report requirements.
You can add further voucher templates (the format of which must be agreed by Post Office Ltd) at any time.
The Post Office Ltd must agree the final format of the vouchers in writing.
Q. When specifying the ID Requirements, do we need to use Post Office approved IDs?
If you want us to ‘note’ what ID was produced, then yes. If you don’t then a POI code of 1 can be used to check name only.
Q. Q. What happens if a Payout email voucher fails to send?
Should a Payout email voucher not be delivered successfully, and an error message returned then an email notification can be sent to an address provided by the Client.
Q. What happens if an email voucher is undeliverable?
Should an email voucher not be delivered successfully, and an error message returned to Post Office systems, anemail notification can be sent to an address provided by you.
Q. What happens if a Post Office branch has refused to cash a voucher?
Occasionally some Post Office® branches may not recognise a PayOut voucher. As a result, the Client may need to invoke the Product Support Process. This process ensures that the branch non-conformance is rectified – via a call to allpay notifying the Post Office including a responding email to the Client confirming action taken.
In the event of a recipient challenging payment or non-payment the process we will follow is: Escalation - level one
The Client will provide the following details about a voucher to be queried to client.services@allpay.net
The email will contain the following details:
- Payee Name
- Voucher Number
- Outline of problem
- Branch visited
The teams will investigate the issue, checking whether the voucher is valid, and a potential reason for the problem.
Q. What if I want to cancel a voucher?
From time to time, you may wish to cancel and/or reissue a voucher. There are two cancellation options available to you:
- A same day cancellation procedure via the APOP Admin Team – limited to a maximum of 12 cancellations daily, and suitable for quick turnaround cancellations, or small numbers
- An overnight batch cancellation process – no limitations on volume, and suitable for largescale or non-urgent cancellations.
Please refer to your implementation documentation for the cancellation process.
Q. Is there an age limit on who I can send a voucher to?
There is no age limit, but if proof of ID is required then some ID documents will be age specific, such age a driving licence.
Q. What if a resident is housebound and cannot get to a Post Offfice branch. Can someone cash the voucher for them?
In this circumstance, some clients are advising their customer that they can nominate someone to collect the payment on their behalf and that the nominated person must take the voucher, some form of ID for the person eligible for the voucher ID and a signed letter giving authority to pay the nominated person, to the Post Office. The nominated person should also take a form of ID. If you choose to do this, please let us know so that we can support the Post Office in your area to make branches aware.