Resolving an Overpayment
Resolving an Overpayment on the Website
You can see expense overpayments on the Via Benefits Accounts mobile app; however, you aren't given the option to resolve the overpayment on the app. It must be resolved on the website or by mail.
Some account holders aren't able to initiate repayments from their reimbursement account and must send Via Benefits a check to resolve an overpayment.
Note: Some information may be cut off if you set your browser to 125% zoom or higher. We recommend using 100% zoom and expanding your browser.
To pay back an amount due, follow these steps:
1. Sign into Via Benefits and select the name of the family member whose information you wish to view.
2. Select View Accounts in the Funds and Reimbursements section.
3. Select Visit the Reimbursement Center for the desired account on the Request Reimbursement and Manage Funds tab.
4. On the Dashboard, in the Items Need Your Attention section, select Resolve next to the expense overpayment. The Overpayment Reason is shown. (Review the Payment Breakdown or Activity Timeline to learn more about the overpayment.)
Note: Overpayments don't display in the Items Need Your Attention section until 35 days after the overpayment is identified; however, they still display on the Activity tab.
5. Select Resolve.
6. Depending on the type of overpayment, you have the option to Offset the Amount Owed or Pay it Back. Select the option you prefer.
Offset the Amount Owed allows you to submit a new expense to help offset the overpayment.
Pay it Back allows you to make a payment on the website or pay by mail.
Offset the Amount Owed
Note: If you have an outstanding overpayment amount that is less than $1, it can only be paid back via offset.
When you choose Offset the Amount Owed, you're asked to submit supporting documents (e.g., itemized receipts, Explanation of Benefits) for a different eligible expense.
To offset an overpayment, you need to submit eligible reimbursement requests. When they're approved, your reimbursements go toward what you owe, instead of being reimbursed. For example, if you submit a request for a $10 eligible expense, we apply that $10 to your overpayment, rather than send it to you.
1. Select Offset the Amount Owed.
2. Select what type of reimbursement you want to submit to offset the overpayment. Follow the process to submit the reimbursement.
Note: Other Options instructs you how to mail your supporting documents.
Pay it Back on the Website
Note: If you have an outstanding overpayment amount that is less than $1, it can only be resolved via offset (see Offset the Amount Owed, above).
When you choose Pay It Back, you may pay back the overpayment electronically with banking information or with a mailed check.
1. Select Pay it Back.
2.Enter the amount to Pay Today, select Continue.
Note: You may make partial or full payments. Selecting View All shows the number of overpayments.
3. Verify the payment amount and select Pay Now.
4. On the Change Payment Method page, enter your banking information and select Enter Account.
5. Verify your payment, select Make Payment.
6. You will receive a payment confirmation, click Finish.
Allow 3-5 business days for your payment to process.
Pay by Mail
Pay by Mail allows you to send us a paper check to repay an overpayment.
Checks payments are used to resolve the most recent overpayments in the last 90 days. Expenses previously offset to resolve overpayment will be reversed, and those reimbursements will be paid to you.
1. Select Pay it Back.
2. Enter the amount to Pay Today and select Pay by Mail.
You may make partial or full payments. Selecting View All shows the number of overpayments.
3. Select Download Payment Coupon.
4. Print the complete the Payment Coupon. Mail the coupon and payment to the address on the form.
Allow up to 15-20 business days after the payment is mailed for payment to be processed.