Voiding procedures

VOIDS MUST BE REQUESTED THE SAME DAY BEFORE 4:30PM--UNABLE TO VOID ON WEEKENDS & HOLIDAYS

DMV VOID’s for the following 3 reasons

1. The lienholder was keyed incorrectly or not keyed at all(Omitted).
2. A Registered Owner was left off(Omitted) or the wrong Registered Owner was keyed.
3. Lastly, the purchase price is significantly off/ Incorrect VLF

If your ticket contains one or more of the above reasons, it CAN be VOIDED. You will want to respond to the client through the ticket by selecting “Add notes.” Let the client know that “I have sent this to the DMV to see if it can be VOIDED.” Don’t forget to end it with your name. 

Once a user selects the “Cancel eFile” option in DMVdesk, an email will automatically be sent to the Support email that contains all of the information necessary to void the transaction. An email will also be sent to the DMvdesk user that requested the void.

For convenience, there is now a hyperlink included in the email that takes you directly to the request in BackOffice.

Below are the steps once you enter BackOffice:

1) A new menu item has been created under the Efile tab to include XML Requests. UNI

Requests page will have all the UNI related requests and XML will have XML void requests.

Note: All existing UNI requests will be displayed in the UNI Requests page.

2) When a User requests to Cancel an eFile from the portal. System would create an

automatic record on this page with status Requested.

3) Clicking on ‘Process’ would display the details page of the Void

4) There are 2 options -

1) Reject – If the reason and description for voiding is not valid, then Support can

reject by entering a reason. (i.e. voiding for personalized plates not being

assigned)

2) Send to DMV – Clicking on Send to DMV, will send an email to DMV from

[email protected] and also send a copy to the MVSC Staff taking the

action.

5) Once support and MVSC staff get a response from DMV, then ONLY support

supervisors will have the permission to ‘Approve’ - which will undo the eFile by removing

the transaction from Billing, mark the shipping as an exception and revert the deal back

to its previous status. Please continue to notify the warehouse if need be.

6) Once all the background process of Canceling the eFile is complete, the status would

become Canceled.

Note: 

Failed: Is when there is an issue and the eFile could not be canceled for any number of

reasons.

Create: Request is a page to create a manual void request if, for some reason, a record has

not been created.

Once Tre, Shay or Nicole have replied by email letting you know that the transaction has been removed from the ACH Queue, you can close your ticket by going in and selecting Resolve. Your closing remarks should look like the following:

 “This item has been VOIDED and removed from the ACH Queue. You can go in as early as tomorrow to rekey this transaction. If you have already printed your bundle you can now go in and reprint it without that item. Please feel free to contact us if you have any further questions or concerns.  

-Your Name”

Once the ticket has been Resolved you will receive a confirmation email. If your customer responds to your email with a “Thank You” or a question, it will reopen the ticket. You can just go back into the ticket and resolve it.