Answer
Sometimes, one or more super funds may not be able to match funds you sent to the relevant member. In this situation, once you have received the money back, you will need to send a new message for the deposit and transfer the money again.
To do this, you can follow the steps below:
1. Go to the Super Fund Deposits screen and make a note of the 'deposit date' of the deposits you need to resend the money for, along with a new message.
(NOTE: If you cannot see any deposits listed, or you cannot see the correct deposits, you can tick 'Show search filter' on the bottom left of the screen, and use the 'Show deposits by date' menu on the left to widen the start and end dates in order to display more deposits based on when they were created.)
Next, click on the SuperStream Mailbox button. Inside the mailbox, set the 'Dates between' dates to be the same as (or include) the 'deposit date' of the deposits that you are resending the messages for. For example, if the deposit date is the 4th of April 2022, set the 'Dates between' to be 04/04/2022 to 04/04/2022.
In the box below, you will see the messages for your recently created Super Fund deposits.
2. Click View next to the first message that will need to be resent.
3. Then, click Manually Fail on the bottom right of the message information screen and confirm that you wish to fail the message. Finally, hit Finish.
Please note that if the message is in an Unsent status, you will need to instead use the red ‘X’ button on the right side of the message in the mailbox, and confirm the deletion in order to resend the message.
(NOTE: If you are not able to manually fail the message, this means the message is already failed and you can just hit Finish and move on to the next step.)
4. Repeat Steps 2 and 3 for any other messages that will need to be resent to the super fund/s (along with the money).
5. Once all the relevant messages have been set to status 'manually failed' status or deleted with the red 'X', click Finish.
6. Back on the main Super Fund Deposits page, click on the edit pencil to the right of the deposit/s you need to resend (or you can click on the desired deposit to highlight it, then click Edit Selected Deposit at the top of the page). Click on the padlock button at the bottom-left of the screen to unlock for editing. Update the deposit date to today's date, and click Save.
7. Click on the SuperStream Contributions button.
In the 'Show deposits by date' boxes, set the date range to include today's date (since you just updated the deposit date to today's date in the last step).
Make sure to tick Include Paid Deposits.
8. Select all the deposits that you will be resending the messages and funds for. Click Next on the bottom-right, and you will then be shown a screen confirming the amounts to be sent to each Super Fund, as well as a grand total for the deposits.
Click Next again, and on the SuperStream Summary page, click Send Messages and wait until they have successfully sent through.
Once the messages have finished sending, click Direct Entry to create and save a payment file to upload to your online banking portal later, in order to resend the funds to the relevant super fund providers. (If you do not use Direct Entry files for payment, you can instead save or print a copy of the Preview of Direct Entry file, which will note all the banking details, as well as the reference number you will need to use if manually transferring the super payments through your online banking.) Finally, click Finish.
You have now successfully resent the SuperStream messages, as well as created a new Direct Entry file (or preview of file) ready to upload to your online banking portal to transfer the money to the super funds.