Processing procedures for CSO Refunds coming from BC Registry (email for BCOL HD)

Currently, the email is automatically generated from BC Registry to BCOL HD and listed the refund requests to be actioned

Discussed with Anne-Marie and Dennis, the best way will have a link for BCOL HD to access to the report (similar to the NR report) daily with the refund request information

The report will have the following info:

p.s. the BCOL # will be replaced with BRCOS # when BCOL discontinued.

Emails threads for reference (see below)
From: Kelly, Anne-Marie CITZ:EX
Sent: November 9, 2022 4:14 PM
To: Lane, John AM CITZ:EX
Cc: Stemkens, Patty CITZ:EX ; White, Patricia M AG:EX
Subject: RE: Processing procedures for CSO Refunds coming from BC Registry

Hi John,

Thanks for reaching out. Dennis Ralph flagged this last week and we chatted with Pat.

Pat wanted to follow up on the process and seek clarification.

We were unsure if they were partial refund requests as the refund request amounts (in many instances) were not matching with the transaction on the account.

Thanks for the clarification on the process below and confirmation that they are full refunds. The refunds have all been flagged and can be processed as a priority. I have shared the process with the team.

If there is a discrepancy in the refund amount and transaction, and if you are agreeable, we can flag that in the e-mail response to BCOL payments.

I think it would be valuable to have a conversation about the refunds and utilize an e-mail format/template that could be used. It isn’t always clear what is being requested. We have had a number of changes on the BCOL HD team (especially with staff) and clearly outlining the request in the e-mail body and subject line would be beneficial to us.

Thanks
From: Lane, John AM CITZ:EX
Sent: November 9, 2022 2:53 PM
To: Kelly, Anne-Marie CITZ:EX
Cc: Stemkens, Patty CITZ:EX ; White, Patricia M AG:EX
Subject: RE: Processing procedures for CSO Refunds coming from BC Registry

Hello Anne-Marie,

Patricia from CSO reached out with concerns that their refunds were not being processed. I believe the thread below shows that Ralph has some suggestions about the email format for these refunds. We are open to discussing this, but it cannot delay the refunds that have already been processed.

This is the same email that is send for refunds completed against any of the BCOL partner applications in the new system. They are all considered full refund requests as our refund API does not support partials as of now. These emails reach BCOL HD in the following manner and have been requested by CSO so no investigation is needed prior to refunding.
CSO staff review a payment that may need refunding
If it’s approved, their system sends a refund request to the new Registries Pay API
Since these are BCOL payments, our Pay API cannot refund them automatically, so an email is sent to your team
BCOL receives emailed refund request and processes it.

Let me know if you are ok to proceed with these refunds, or if you have any questions prior to proceeding.

John Lane
Product Owner - Relationships – BC Registries and Online Services
Service BC
Ministry of Citizens’ Services
Phone: 778 698-1436 Web: http://www.bcregistryservices.gov.bc.ca/
“Access to government services made easy”

I would like to pass this by you for your “take” on how the CSO “Refunds from BC Registry” are to be handled in the future?

BC Registry has been sending to our BCOLHelp > Inbox any CSO refund requests.
BC Registry does not know that CSO may from time to time handle “partcial” refunds.
We at BC Online (BCOL, Help Desk or Administration) cannot just boldly refund these funds without knowing if they are “FULL REFUNDS” or “PARTCIAL REFUNDS” ?

To streamline the process I would like to propose that the BC Registry send “you” (Courts.cso@gov.bc.ca) firstly the refunds requests, you review them and forward them along to BCOLHelp@gov.bc.ca. Our Help Desk would gather the respective BCOL Billing Records, and forward that summary over to our Administration stafff for processing, (as we have done in the past).

Anne-Marie will put your responce on this over to the BC Registry for their input.

Right now the only link we have is to the BC Online Account Number from the Registry accounts. We cannot do any searches on any other part of the BCOL billing received from the Registry. If that information is incorrect, then we would have to send this refund request back to the Registry.

SAMPLE EMAIL FROM BC REGISTRY REFUNDS REQUEST FOR CSO ::
· SUBJECT LINE :: BC Registries and Online Services Refunds for 2022-10-28
· BODY INFO :: 932190, 2022-10-24 10:42:19, Document Filing Fee, REG01567569, 80.0

NOTE ::
Add “CSO” into the Subject Line so looks something like :: ”BC Registries and Online Services CSO Refunds for 2022-10-28”
Add info in the Body so looks something like :: ”932190, BCROS #12345 2022-10-24 10:42:19, Document Filing Fee, REG01567569, 80.0”

No files, tests, or entry points are named. First clarify the proposed daily report link, its source and access path, and the exact refund fields and workflow it must support; done means BCOL HD can access the report and process CSO refund requests without relying on the automatically generated email.

Written by the indexing model from the issue text.