Reporting an incorrect or duplicate document

The organisation named on a document is responsible for its content, account details, amount, due date and whether it should have been issued. What you do next depends on the problem.

If the document is not yours

Use Return to sender if a document belongs to someone else, or if you no longer own, occupy, work for or manage the account.

Open the bill and select Return to sender beside No longer own or manage this property? Then confirm the change. This does two things:

• it removes the subscription; and
• it flags the document in the issuing organisation's own system as one you have said is not yours.

That flag stays on the document permanently, even if the subscription is later re-created from the organisation's records. It is the clearest signal available to you inside Payreq, so use it rather than simply deleting or ignoring the document.

Return to sender appears on billing documents until a payment attempt is made on the bill or its due date passes, so use it as soon as you notice a document that is not yours. Employment documents, such as pay statements and tax documents, do not have this option.

If the button is not shown (for example, because the due date has passed), contact the issuing organisation and ask it to correct its records.

Return to sender does not carry a forwarding address, so it does not tell the organisation who should receive the document instead. Do not forward the document to anyone yourself. If you know who should receive it and are permitted to pass their details on, contact the organisation directly.

Because Return to sender removes the subscription, only use it when you should no longer receive documents for that account. For a mistake on an account that is yours, follow the next section instead.

If the details are wrong or you received a duplicate

Contact the issuing organisation if:

• the name, address, account number or other information is wrong;
• the amount or due date appears incorrect; or
• you received the same document more than once.

Have the document reference, issue date and account details ready. Explain what is wrong and ask the organisation to correct its records and confirm what you should do with the document.

If Payreq shows the wrong file

Contact Payreq Support if the organisation confirms the document was correct when sent but Payreq displays the wrong file, shows an unexplained duplicate or cannot open the document. Include a screenshot where useful, but remove information that is not needed to investigate the problem.

Related guides

• Why you may still receive documents after unsubscribing
• Adding, updating and removing properties (Payreq Group)