FAQ

Thanks for your interest in the MBI Moody Credit Card program. Following are some of the more frequently asked questions related to card usage. Check out the questions and answers. But if your specific question isn't answered here email brenda.crump@moody.edu.  

Just click on the major category, then select the question, and you will be directed to the corresponding answer.

Major Categories

Bank and Card
Travel
Your Credit Limit
Questions Regarding Placing Orders
PaymentNet
Reviewing Transactions
Receipts
Other

 

 


 

Bank and Card

 

1. What is the process to obtain a Moody Credit Card?

To obtain a card, go to my.moody.edu, Moody Credit Card, Forms and Policies, and complete the Credit Card Application. Once it is complete, submit it via email to the Credit Card Manager. You will receive an email with instructions including how to complete training and forms before your card will be ordered.


 

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2. What should I do if I attempt to make a charge and it is declined?

Go to the Chase PaymentNet website, either click on Declines to see why the purchase attempt was declined. There are several possible reasons:

  1. Not enough available credit
  2. Wrong expiration date or CVV number entered
  3. Blocked due to suspected fraud activity

Based on the information you receive your options to resolve the situation could be::

  • If not enough available credit see question “How can I get my limit increased?”
  • If wrong expiration date or code, make necessary corrections and resubmit the charge.
  • If you suspect fraud, call Chase Customer Service at 800-316-6056 and report it, and then follow their instructions.
  • You can also call JP Morgan Chase’s Customer Service at 800-316-6056 and ask why the transaction was declined.

 

3. What do I do if my card is lost, stolen, or I suspect fraud?

Immediately call Chase at 800-316-6056 and have the card turned off if it is lost or stolen. If you suspect fraud, or if Chase has suspended your card because they suspect fraud, call Chase and resolve the issue with them. If there is fraud Chase will order you a new card and send it to your business address, if not the current card will be reinstated. You can also report it lost/stolen and check for fraud on the Chase PaymentNet website.


 

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4. My card is will expire soon. What do I do?

Chase will automatically send you a new card in plenty of time before your expiration date. The card will be sent directly to you via your business address. Call and activate it then destroy the old card. You can start using the new card as soon as you activate it, you do not have to wait until the "Valid From" date on the card.


 

5. What should I do if I accidently used my Moody credit card for a personal purchase or my personal card for a Moody business purchase?

Keep in mind IT IS AGAINST POLICY for you to use your Moody card for personal purchases. If you do happen to make an ACCIDENTAL personal purchase, go to the Teller in Treasury Operations on Crowell 4 and reimburse Moody by depositing the amount of the transaction into your default cost center and account number. Attach the deposit slip you received from the Teller as your proof of reimbursement when you review the transaction. In the Notes field state that it was an ACCIDENTAL personal purchase and note that a copy of the deposit slip is attached as proof of reimbursement. If you are off campus, send the reimbursement to someone in your Branch on main campus, asking your peer to make the deposit for you; then ask them to email you a copy of the deposit receipt. Do not send reimbursements to the Credit Card Manager or Procurement Services as this is against policy for their position and department.

It is also AGAINST POLICY for you to use your personal card for Moody Business purchases. As per policy Moody can refuse to reimburse purchases made on personal credit cards, or using personal funds. To file for reimbursement file a cash expense report through Accounts Payable. Give an explanation why you were unable to follow policy and use your Moody Credit Card for the purchase.


 

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6. What do I do if the vendor incorrectly charged me?

  • If the charge is over the amount of the receipt, contact the vendor and seek a resolution. If a resolution is not reached, contact Chase and dispute the transaction following their instructions.
  • If the charge is under the amount of the receipt you are not required to follow up because the receipt accounts for the total charge.
  • If the vendor was not supposed to charge you: Before you do anything else, contact the vendor directly and try to seek a resolution. If you are not able to resolve the problem with the vendor, then call Chase to formally dispute the transaction following their instructions.
 

 

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7. I am leaving employment at Moody, what is the process for the Credit Card?

Please let the Credit Card Manager know at least 2 weeks prior to departure. Try to complete purchases at least 2 weeks prior to allow enough time for posting at the bank, reconciliation, and approval. The card will be turned off 1-2 weeks prior to departure. Human Resources will collect the card during the exit interview, or if there will not be an exit interview, please return the card to Human Resources or your Supervisor.

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8. What do I do if my card is damaged and I need a new one?

Call the number on the back of your card.

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9. How do I access the Chase PaymentNet website?

The Credit Card Manager will set you up. You will receive two emails from Chase with the information you need to register and access the site. There are tutorials on the Moody Credit Card website if you need help you with this process.

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10. What do I do with fraud charges on my card? How do I review them?

All charges have to be reconciled. Chase will send offsetting credits for every fraud charge, review the fraud charge and credit to the same account number (any valid account number as they will zero each other out and not count towards your budget). For fraud charge state it is a fraud charge and credit was issued, for credit state it is the credit for the fraud charge.

Travel

 

 

1. If I am traveling on Moody Business with my Spouse can I purchase my Spouse's ticket with my Moody Credit Card and reimburse Moody?

Yes, you can purchase both tickets on your Moody Credit Card and reimburse Moody for your Spouse's ticket. Reimburse Moody via Teller Services in Treasury Operations and attach the deposit slip to your transaction as proof of reimbursement. If you are off campus you can mail the check to someone in your department on campus and have them deposit it for you and email you the deposit slip.


 

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2. Do I need to call Chase before I travel overseas?

Yes, please call Chase at the number on the back of your card, to inform them where you are going, when you are leaving, and when you are returning. This will lower the chance of your card being temporarily suspended for suspected fraud charges.


 

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3. Do I need to buy travel insurance or rental car insurance?

No, you do not need to buy travel or rental car insurance when traveling for Moody business. You are covered by Moody’s insurance.


 

4. I need an emergency limit increase while traveling. What do I do?

Call the number on the back of your card 800-316-6056. Chase is authorized to give you an emergency travel credit increase so you won’t be stranded. NOTE: This is only in case of a stranded traveler. Your limit should be sufficient for you to travel and not worry about being declined due to insufficient availalbe credit. See YOUR CREDIT LIMIT for more information.

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5. Where do I find information on Chase’s Travel Insurance Coverage?

There were two inserts included with your card containing coverage information. If you do not have these copies are provided on the Forms and Policies page of the Moody Credit Card Website.

Your Credit Limit

 

 

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1. What is my monthly credit limit and what does that mean for me?

Your monthly credit limit is set by your Supervisor. The limit is for a calendar month, it decreases as you make purchases, it resets at midnight on the last day of each month when your full limit is available again.


 

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2. What should my credit limit be?

Your limit should be high enough for you to be able to purchase what you need for your job position's normal needs, whether commodities, travel, or both. Available credit should be enough for emergency or unplanned purchases without a chance of the card getting declined due insufficient available credit. 

3. How do I find out what my credit limit is?

To find out your credit limit you can access PaymentNet website or you can call the number on the back of your card.


 

4. How can I get my credit limit increased?

To increase your credit limit have your vice president email the Credit Card Manager with the amount of the increase. All credit limits should be sufficient to cover all purchases all year long without threat of decline due to insuffient available credit.

*If traveling Chase is authorized to give you an emergency credit limit increase 24/7/365 so you can call them. But it is best to plan ahead and have your limits increased before leaving for your business trip. Make sure to mention to Chase you need a stranded traveler emergency increase.


 

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5. I need an emergency limit increase while traveling. What do I do?

Call the number on the back of your card. Chase is authorized to give you an emergency travel credit increase so you won’t be stranded. As soon as possible after you’ve done this, email your supervisor and the Credit Card Administrator informing them of the situation and requesting approval for the increase from your VP.


 

Questions Regarding Placing Orders

 

 

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1. What do I do if a vendor charges a service fee for processing my transaction?

Based on how much the fee is you may or may not want to pay it. The internal cost of processing checks must be considered; and it is worth paying fees in some cases. Contact Procurement Services with questions.

 
2. Do I pay state sales tax?

You do not need to pay state sales tax in the 8 states where Moody is tax exempt. But it is a privilege, not a right, so the vendor can refuse to honor our tax-exempt status. You can find all the tax-exemption letters on the Moody Credit Card and Procurement web sites.


 

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3. What is the billing address for my card?

It is the address on the Chase PaymentNet website, where the card is mailed to, your office address.


 

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4. What is the recommended shipping address for packages arriving in Central Receiving on campus?

820 North LaSalle Blvd., Chicago, IL 60610, Attn. “Your Name.” For freight deliveries only, use the Receiving Dock’s address of 845 North Wells Street, Chicago, IL 60610, Attn. “Your Name.” If placing a web order, take advantage of the “Address Line 2” you see on many web forms. Here’s an example of a well-addressed package that will minimize the possibility of it getting lost:

Brenda Crump
820 North LaSalle Blvd.
Crowell 4 North
Chicago, IL 60610

Always do whatever you can to make sure your name is included on the shipping label(s).

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5. What should I do if I need to return items?

As the cardholder who placed the order, you are responsible for coordinating returns directly with the vendor, as well as securing the appropriate credit, if necessary. Attach return documents to the original credit card transaction, if possible. Be aware that many vendors require a “Return Authorization Number” on the outsides of packages returned to them. Packages without Return Authorizations may be returned to Moody by the vendor.


 

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6. What do I do if the vendor incorrectly charged me?

  • If the charge is over the amount of the receipt contact the vendor and seek a resolution. If a resolution is not reached contact Chase and dispute the transaction following their instructions.
  • If the charge is under the amount of the receipt you are not required to follow up because the receipt accounts for the total charge.
  • If the vendor was not supposed to charge you: Before you do anything else, contact the vendor directly and try to seek a resolution. If you are not able to resolve the problem with the vendor, then call Chase to  dispute the transaction and follow their instructions
 

PaymentNet

 

 

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1. Where do I find the PaymentNet login page?

You can type www.payment.jpmorgan.com into your browser or you can find the log in information, and link, on the Chase PaymentNet website page of the Moody Credit Card website.

 

 

 

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2. How do I get set up with PaymentNet Access?

You will receive access information when your Moody Credit Card is ordered in two emails from Chase. If you did not receive the emails or have questions email the Credit Card Manager.


 

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3. Who do I contact if I have problems with PaymentNet?

Email the Credit Card Manager with detailed information of the issue.


 

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4. What do I do if I forget my PaymentNet password?

Email the Credit Card Manager for password reset.


 

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5. What should I do with my paper documentation?

Receipts and ALL supporting documentation must be attached to the transaction. It is not required to store paper records or keep electronic copies. But, it is suggested to keep a copy of product warranty information


 

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6. How do I get my approver changed in PaymentNet?

Have Approver email the Credit Card Manager with the correct information.


 

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7. As an Approver, how do I have my Cardholders updated?

Email the Credit Card Manager  all necessary information.


 

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8. What types of files can I attach in PaymentNet?

PaymentNet will accept PDF, JPG, TIFF, and PNG files up to 5MB.


 

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9. Is a file name or other information required when attaching receipt?

No, the file name will autofill and no other information is required.


 

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10. Can I choose an Alternate Approver?

No. New procedures for this are on the Chase PaymentNet website page.


 

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11. How do I get my default account information changed?

Email the account information to the Credit Card Manager.


 

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12. Why do I have to register my computer every time I try to sign into PaymentNet?

There is something on your computer clearing your Cache, either a program or in your browser settings. The site does not recognize your computer when your cache is cleared. ITS can help with this problem. Chase also suggests to not use Chrome.


 

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13. How do I find if I have transactions to review or approve?

You will receive email notifications from Chase every time you have a new transaction post. You can also sign in and see on your home page if any new transactions are ready for you to review. Approvers will receive an email from Chase each time there are new transactions ready for them to approve. Approver can also go to their Transaction Approver page to see if any new transactions are waiting for them to approve.


 

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14. How do I have Accounting or Project Codes added to PaymentNet?

Email the Credit Card Manager requesting them to be added.

Reviewing Transactions

 

 

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1. What do I put in the Notes field when reviewing my transaction(s)?

Enter all information required by the IRS that is not contained on the accompanying documents along with a clear business purpose for the transaction. For more details, refer to the Credit Card Policy.


 

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2. Can I choose an Alternate Approver?

No. New procedures for this are on the Chase PaymentNet website page.


 

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3. What do I do if I don't have a receipt?

Contact the vendor and request a duplicate receipt. If a duplicate receipt is not obtainable, enter the information that would be on the receipt in the Notes field along with an explanation of why you don't have the receipt. For your convenience there is a “Missing Receipt Form” on the Moody Credit Card  “Forms and Policies.” page, you can use it in place of the receipt.


 

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4. What account number should I use?

Contact the budget unit manager who is authorizing the purchase for the correct account number. You may also contact the Controller’s Office for information, if necessary.


 

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5. Why were the transactions I submitted rejected by my approver?

Your approver should provide the reason the transaction(s) were rejected and how to correct the problem before resubmitting them for approval.


 

6. What should I do if I accidently used my Moody credit card for a personal purchase? Or used my personal card for a business purchase.

Keep in mind IT IS AGAINST POLICY for you to use your Moody card for personal purchases or make business purchases via personal funds. If you do happen to make an ACCIDENTAL personal purchase, go to the Teller in Treasury Operations on Crowell 4 and reimburse Moody by depositing the amount of the transaction into any valid cost center and account number. Then scan and use the deposit slip you received from the Teller as your proof of reimbursement attachment when you review the transaction that was charged in error. In the Notes box state that it was an ACCIDENTAL personal purchase and note that a copy of the deposit slip is attached for proof of reimbursement. If you are off campus, send the reimbursement to someone in your Branch on main campus, asking your coworker to make the deposit for you; then ask them to email you a copy of the deposit receipt. Do not send reimbursements to the Credit Card Manager as this is against policy for the position. If you used your personal card for Moody Business purchases you may not be reimbursed for the purchase but if approved you can file a cash expense report through Accounts Payable.


 

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7. What should I do with my documentation?

Receipts and ALL supporting documentation must be attached to the transaction. It is not required that you keep paper or electronic copies. However, it is suggested you keep copies of product warranty information.


 

8. What do I do if the vendor incorrectly charged me?

  • If the charge is over the amount of the receipt contact the vendor and seek a resolution. If a resolution is not reached contact Chase and dispute the transaction and follow their instructions.
  • If the charge is under the amount of the receipt you are not required to follow up because the receipt accounts for the total charge.
  • If the vendor was not supposed to charge you: Before you do anything else, contact the vendor directly and try to seek a resolution. If you are not able to resolve the problem with the vendor, then call Chase to dispute the transaction.
 

 

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9. How do I split a Transaction?

There is a tutorial for how to split a transaction on the Chase PaymentNet Website page.


 

10. How do I reconcile a credit?

You reconcile a credit to the same account number you reconciled the original transaction to, explaining in the notes what the credit is for and why you received it. You are not required to have documentation but if you can attach the original transaction’s documents that would be wise.



 

11. What types of files can I attach to my Expense Reports?

You can attach PDF, JPG, TIFF, and PNG files up to 5mb.



 

12. How can I add Accounting or Project Codes to PaymentNet?

 Email the information to the Credit Card Manager.

 

 

13. Can I change the Notes after I Review a Transaction?

Yes, open the transaction, click the review box the click Save button. Now you can make changes and then click review box and save button to send to your approver when finished.


 

14. What do I do with fraud charges on my card? How do I review them?

All charges have to be reconciled. Chase will send offsetting credits for every fraud charge, reconcile the fraud charge and credit to the same account number (any valid account number as they will zero each other out and not count towards your budget). In fraud charge notes box, state it is a fraud charge and credit was issued for it, and for credit state it is the credit for the fraud charge.


 

15. How do I review Cash Advance and Cash Advance Fee?

Attach the receipts from the cash advance withdrawal and every cash purchase made, then review transaction as you would a business purchase per the Credit Card Policy.


 

16. How do I set up a delegate?

Email the Credit Card Manager with specifics of the delegation set up.


 

17. How do I handle transactions where an employee is out of the office for extended amount of time or has been terminated?

  • Approver is to assign a subordinate to review the transactions for the employee, note it is against policy and audit regulations for approver to review and approve a transaction.
  • Approver is to email Credit Card Manager requesting the subordinate be set up as a delegate for the employee. Keep in mind the approver cannot reconcile and approve the transactions so has to be someone in a position under the approver.
  • Once the subordinate has received notice they are set up they can now review the transactions.
  • Once completed the approver can approve them.
  • Once transactions are approved the approver emails the Credit Card Manager and states the transactions are complete and delegation can be removed.
  • If employee is still employed they will be cc’d with all emails. If not no cc needed.
 

 

Receipts

 

 

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1. What is best way to keep receipts when traveling?

The best way is to take pictures of the receipts then email them to your Moody email account. Then you don't have to worry about keeping paper copies.


 

2. What do I do if I don’t have a receipt?

Contact the vendor and request a duplicate receipt. If a duplicate receipt is not obtainable, type all information that would be on the document in the Notes box of the transaction. For your convenience there is a “Missing Receipt Form” on the Moody Credit Card website “Forms and Policies.”  page.


 

3. What should I do with my paper documentation?

Receipts and ALL supporting documentation must be attached to the transaction. You do not have to keep paper or electronic copies. However, it is suggested you keep copies of product warranty information.


 

4. Do I need a receipt for a credit?

You are not required to have documentation attached to a credit but if you can attach the original transaction’s documents that would be wise.


 

5. What type of files can I attach to a transaction?

You can attach PDF, JPG, TIFF, and PNG up to 5mb.


 

6. What is required to attach to the transaction?

All documentation including detailed receipts, packing lists, order confirmation, etc., as per the Credit Card Policy.

Other

 

 

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1. What is the fiscal year end process and why?

At the end of each fiscal year all transactions have to be reconciled and approved by a certain date with no exceptions. This ensures all budget items are charged to the correct budget year and that year is “closed” with no outstanding items.


 
2. Why does the policy state 5 days to reconcile and approve?

When a transaction comes into Oracle from the bank it is put into a holding account where they are unaccounted for until it is reconciled to an account with the notes stating what it was spent on, why, and what business purpose. To insure the Accounting Dept. can perform their duties in a timely fashion these funds have to be processed within the allotted time. This helps with the close at the end of each month and when the auditors come.


 

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3. What is the process of a transaction from purchase to posting?

  1. A purchase is made for goods or services and the transaction is processed as a preapproval/authorization, this makes sure you have the funds available and holds those funds until the transaction is settled.
  2. The vendor settles the transaction and it posts at the bank that night.
  3. The bank emails the cardholder the next day stating there is a new transaction waiting to be reviewed.
  4. Once it is reviewed it is automatically forwarded to the approver.
  5. Once it is approved it is ready for the Credit Card Manger to download and forward to Accounting.
  6. Accounting then matches them to the transactions in the holding account the new transactions were put in the week before.
  7. The Credit Card Manager downloads all new transactions and forwards to Accounting to put in holding account (which is how bill is paid) and then waits for transactions to be reviewed and approved so the transactions can then be matched to them.
 

 
4. What is the process for the credit card when someone leaves employment at Moody?

Please let the Credit Card Manager know at least 2 weeks prior to departure. All transactions should be placed about 2 weeks before to allow enough time for transactions to post, and to be reviewed and approved. The card will be canceled about 1 week prior to departure. Human Resources will collect the card during the exit interview; or if there will not be an exit interview, the supervisor should destroy the card.


 
5. How can I reduce the risk of fraud on my credit card?

There are several ways to help prevent fraud. But the main thing you should do is to stay alert and be aware of your surroundings when using your credit card. Remember the following:

  • Cover your card. Don’t let anyone see the card number.
  • Watch the cashier for any swiping motions away from the register. They could be using a small magnetic strip reader to steal the card information.
  • Watch the cashier to make sure they only ring up one sale on your card.
  • Secure your card to make sure no one else touches it or looks at it when out of your possession.
  • AFTER you attach your receipts in an Oracle Expense report, shred the originals.
  • Make sure no one can take a picture of the card with their cell phone.
  • NEVER email your card number.
  • Do not fax your card number to an unsecure fax machine.
  • Do not use the card on an unsecure web site (look for “https” in the web address and a small padlock icon in your browser window).
  • DO NOT share the card or card number with anyone, including superiors, co-workers, or subordinates.
  • If you suspect there is even a slight chance that your card has been misplaced or lost, call immediately to have the card terminated. Better to be safe than sorry.

For more help, check the Credit Card web site.


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6. What do I do if I forgot my Chase PaymentNet website password, Org ID, or User ID?

The Org ID and what your User ID is located on the Chase PaymentNet Website page of the Moody Credit Card website. If you forgot your password, or it has expired due to inactivity, please email the Credit Card Administrator requesting your password be reset. You will receive an email with your new temporary password from Chase when it has been reset. Please do not contact Chase as they do not manage our account.


 

7. How do I handle transactions where an employee is out of the office for extended amount of time or has been terminated?

  • Approver is to assign a subordinate to review the transactions for the employee, note it is against policy and audit regulations for approver to review and approve a transaction.
  • Approver is to email Credit Card Manager requesting the subordinate be set up as a delegate for the employee. Keep in mind the approver cannot reconcile and approve the transactions so has to be someone in a position under the approver.
  • Once the subordinate has received notice they are set up they can now review the transactions.
  • Once completed the approver can approve them.
  • Once transactions are approved the approver emails the Credit Card Manager and states the transactions are complete and delegation can be removed.
  • If employee is still employed they will be cc’d with all emails. If not no cc needed.
 

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