Set Up a Refund Account for Contributions

New: If you have undergone the Identity Verification (IDV) process, you will be ‘verified’ for 24 hours, meaning you will not have to submit identity documents for any subsequent bank account setups during this time.

 

Refund Account Setup: Reuse existing direct debit account

Refund Account Setup: Full flow

• Step 1: Initiate refund account setup
• Step 2: Verify Your Identity
• Step 3: Enter your bank account
• Step 4: Verify Your Bank Account (Penny Test)

Refund Account Setup: Delegated Flow

• Step 1: Nominate the Account Holder (Admin's Task)
• Step 2: Nominee Access and Setup (Nominee's Task)

Manage in-progress account setup

Update Your Refund Account

Refund Account Setup: Reuse existing direct debit account

Context: This section covers the quick process of selecting an already verified Direct Debit account to use for refunds.

1. Click the Settings menu.
    
2. Click the Contribution button
   
   
    
3. Click the Add button
   
   
    
4. Click the Add a Refund Account button.
   
   
    
5. In the Refund Bank Account modal, open the Nominate Bank Account dropdown and select the existing Direct Debit Account listed in the dropdown.
    

6. Click the Continue button.
    

7. The modal will close, and the selected Direct Debit account will immediately be displayed on the Contribution Refund Details screen as the refund account. No further verification is required.
   
   
    

Refund Account Setup: Full flow

Context: This section covers the process of setting up a new Refund Account when you, the Employer Admin, are also the authorised Account Holder.

Step 1: Initiate refund account setup

1. Click the Settings menu.
    
2. Click the Contribution button
   
   
    
3. Click the Add button
   
   
    
4. Click the Add a Refund Account button.
   
   
    
5. In the Refund Bank Account modal, open the Nominate Bank Account dropdown and choose the Add a New Account option.
    
6. Open the Select the Account Holder dropdown and choose I am the account holder option.
    

7. Click the Done button. You'll be taken to the Set up a refund account screen.
   
   
    

Step 2: Verify Your Identity

Tip: If you have undergone the Identity Verification (IDV) process, you will be ‘verified’ for 24 hours, meaning you will not have to submit identity documents for any subsequent bank account setups during this time.

1. On the Set up direct debit screen, under Step 1: Verify Your Identity, click the Accept and Start → button.
   
   
    

2. You will be navigated to the Verify your identity screen, which displays a QR code and a link.
   
   
    

3. On your phone, scan the QR code or use the link to start the identity check.
    

4. On the mobile flow, tap the Start button to proceed. The portal screen will transition to Verification in progress.
    

   

5. Complete the mobile verification flow by uploading your ID document and taking a likeness selfie. After following this flow, a verification complete screen will show on your mobile device.
    

   

6. Once submitted, the portal will return to the Set up direct debit screen. A notification confirms your submission, and Step 2 will unlock.
   
   
   

Step 3: Enter your bank account

1. Enter the bank account details for your intended refund account
2. Once complete, click the Done button.
   
   

Step 4: Verify Your Bank Account (Penny Test)

Note: Your Payment Reference Number (PRN) should begin with BUQP9_ followed by 6 digits and an underscore, followed by 5 characters. The correct value should match the format: BUQP9_XXXXXX_XXXXX. If your banking app does not display underscores, please include them between the three value sets shown in the example. You have a maximum of 3 attempts to enter the correct PRN before your bank account setup attempt is locked. If this occurs, you must cancel the attempt and start again.

1. Check the bank account you provided in Step 3 for a small-value deposit from Wrkr and note the reference code in the transaction description.
    

2. On the Set up a refund account screen, under Step 3: Verify Your Bank Account, enter the reference code into the Enter reference code input field.
    

3. Click the Verify button.
    

4. If successful, you will be navigated to the Refund account setup complete screen.
   
   

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Refund Account Setup: Delegated Flow

Step 1: Nominate the Account Holder (Admin's Task)

1. Click the Settings menu.
    
2. Click the Contribution button
   
   
    
3. Click the Add button
   
   
    
4. Click the Add a Refund Account button.
   
   
    
5. In the Account holder modal, open the Select the account holder dropdown and choose Someone Else option.
    
6. Under the new Account Holder section, enter the Given Name, Family Name, and Email of the authorised individual.
    

7. Click Notify Account Holder button.
   
   

Step 2: Nominee access and setup (Nominee's task)

1. The nominee needs to open the email notification with the title "You have a task to complete for the Employer Portal.
    

2. Click the Complete Task button or use the provided link to navigate to the Login screen.
   
   
    

3. Log in with the nominated email address or create a new account linked to that email.
   
   
    

4. Upon successful login, you will be redirected immediately to the Refund account setup flow.
    

5. Follow the steps in the Refund Account: Self-Authorised Flow (Steps 1, 2, and 3) to complete the setup.

   

Manage in-progress account setup

Step 1: View Setup Status and Actions

1. Navigate to the Contribution Refund Account screen.
    

2. Review the status display and available actions:

   • Status Assigned and in progress: The display will show "Setup in progress by FirstName LastName" and you can click Resend email or Cancel.
      

   • Status Completed, Failed, Cancelled, or Expired: No status is shown; the UI reverts to the default state, allowing you to start a new setup.
      

Step 2: Resend email (for assigned status)

1. On the relevant details screen, click Resend email next to the setup in Assigned status.
    

2. If successful: A toast notification will appear: "✔️ Email resent to FirstName LastName."

Step 3: Cancel Setup (For Assigned or In-Progress Status)

1. On the relevant details screen, click Cancel.
    

2. A confirmation modal will appear.
    

3. To confirm cancellation, click the Cancel setup button (primary action).
    

4. The setup status updates to Cancelled, it is removed from the UI, and a toast notification confirms the cancellation.
    

5. To abandon cancellation, click Cancel (secondary action), the × icon, or click outside the modal. The setup will remain in its current status.

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Update Your Refund Account

If you wish to update your refund account, you can now do so. Please note that you will not be able to remove a refund account, however, you can replace it with another Direct Debit account, or by configuring a new one via the same process outlined in the Refund Account Setup: Full flow section.

1. Click the Settings menu.
    
2. Click the Contribution button
   
   
    
3. Click the Edit button
   
   
    
4. Click the Three Dots button
    
5. Click the Update button
   
   
    

6. Within the Refund bank account modal, you can select any of the Direct Debit accounts that have been configured for your organisation, or you can select Add new account to set up a new account, or delegate to the authorised account holder to do so.
    

7. Click the Done button.

   Note: If you are adding a new bank account, the identity and bank account verification process is still required. If you are verifying more than one account within the same 24h window, identity verification is not required beyond the first identity check. This process is outlined in the sections above, within this article.