Troubleshoot

These are common scenarios encountered by cardholders, travel coordinators and administrators. Contact your department travel coordinator or campus travel administration if you need assistance with any situation addressed below. Contact your campus travel administration if you need help with an issue not addressed here.​

The only way to reconcile charges on the agency and travel cards is by processing them on an Expense Report in Concur. If you accidentally uses your UA travel card for personal expenses or non-travel UA business expenses (e.g. you used your travel card instead of your authorized ProCard), you must assign them to a submitted Report.

  1. Click “Create New Report” in Concur Expense under "Manage Expenses: Active Reports"
  2. Fill out the Report Header as accurately as possible
    1. Select the most appropriate Trip Purpose for non-travel business expenses and “Other” for personal expenses
    2. Include a brief explanation regarding the accidental charge in the "Trip Description" box
    3. Set travel dates as date of earliest transaction
    4. Change to appropriate funding source if non-travel business expenses, and leave as default funding if personal expenses
  3. Since no travel commenced, do not enter a Travel Allowance itinerary
  4. Add the expense using the most appropriate expense type
    1. Personal expenses are always expense type “Personal/Non Reimbursable” even if a different expense type would apply if it were for UA business
    2. Many non-travel business expenses are represented; otherwise, use expense type “Miscellaneous”
  5. Attach receipts as required
    1. Personal expenses do not require receipts
    2. Non-travel business expenses require receipts
  6. The Report will trigger an audit rule requiring a Travel Request
    1. Non-travel business expenses
      1. Your Report will require an exemption from the audit rule before you can submit
      2. Contact your department travel coordinator or campus travel administration for the exemption
    2. Reports with only “Personal/Non Reimbursable” expenses are auto-exempt from the audit rule and not barred from submission
  7. Verify all information is complete and correct then click "Submit Report"
    1. Personal Expenses – A payroll deduction is initiated
    2. Non-Travel Business Expenses – If Concur cannot apply the correct account code, the department must JV the expense to the correct account code after it hits the operating account in Banner

The only way to reconcile charges on the agency or travel card is by processing them on an Expense Report. This includes charges incurred from a canceled trip.

When a trip is canceled and there are no "Available Expenses" from the agency or travel card

  1. No Expense Report is needed
  2. Cancel the Travel Request to clear it from open Requests reports

When a trip is canceled and there are "Available Expenses" from the agency or travel card

  1. Create and submit an Expense Report to reconcile reimbursable expenses that did not result in a future credit
    1. Includes fully or partially refunded expenses: original charge and corresponding refund
    2. Includes CTM agent booking fees associated with the original booking or cancellation
  2. Cancel the Travel Request to clear it from open Requests reports

Credited Expenses

Full Credit

When a trip is canceled and a full credit is issued for airfare (i.e. unused ticket credit) or other expenses (e.g. registration for a postponed conference)

  1. Create and submit an Expense Report to reconcile non-credited expenses including any change/cancellation fees for airfare
    1. Includes fully or partially refunded expenses: original charge and corresponding refund
    2. Includes CTM agent booking fees associated with the original booking or cancellation
  2. Create but do not submit a “dummy ER” for the credited expense(s)
    1. Postdate the "Business Travel End Date" in the Report Header to the date of credit expiration (or one month prior if you want email notifications as reminders to use the credit)
    2. Assigning the expense to a Report prevents reminders from Concur for an unassigned card transaction
    3. Postdating the "Business Travel End Date" delays reminders from Concur for an unsubmitted Report
  3. Once the credit is used, move the associated expense from the “dummy ER” (old trip) to the new associated Report (new trip)
  4. Delete the “dummy ER” if no longer needed
  5. Once the new trip ends, complete and submit the new Report

Partial Credit

When a trip is completed and airfare changes/cancellations result in a partial unused ticket credit, the following steps are taken to reconcile the charges, but ONLY if the trip is paid on restricted funds. If the trip is paid on unrestricted funds, then apply the airfare expense to the trip's Expense Report as usual.

  1. Create an Expense Report for the completed trip and include the airfare expense
  2. Allocate the airfare expense
    1. The amount used for the completed trip is allocated to the trip’s restricted funding
    2. The amount received as an unused ticket credit is allocated to a department fund one

Once the partial credit is used,

  1. Add any associated airfare expenses to the new trip’s Expense Report
  2. Itemize the airfare expense
    1. The credit amount is itemized to the department fund one as a negative charge
    2. The full airfare cost (pre-credit) is itemized to the new trip’s restricted fund
  3. If the new trip is paid on the same department fund one to which it was previously allocated, no itemizing is needed and the airfare is expensed as is
  4. If the new trip did NOT result in additional airfare costs (i.e. the credit covered the full cost of the airfare), then the department must JV the airfare cost from the fund one to the new trip’s funding

Expired Credit

In the event the unused ticket credit expires, the outstanding expense is charged to an unrestricted fund.

Create from the associated Travel Request and submit an Expense Report for the now sunk costs.

  1. Change the Report Name to “Expired Unused Ticket Credit”
  2. Ensure funding in the Report Header is a department fund one
  3. Do not add a Travel Allowance since there is no travel status to document

When detected, report the fraudulent charges to JP Morgan. After reported, JP Morgan issues a credit and notifies the vendor.

JP Morgan then requests additional information from the cardholder with a time limit. If the information is not provided or the vendor provides sufficient backup that the charge was legitimate, JP Morgan charges the card again, so the vendor receives their payment.

If the appropriate actions are taken and the charge is confirmed as fraudulent, assign the charge and credit to an Expense Report using expense type "Dispute/Fraud.” Once the Report is submitted and approved, the fraudulent activity is cleared from the cardholder's Concur account and posted to Banner.


JP Morgan Fraud Numbers:
USA/Canada 800-316-6056
International 847-488-3748

UA Contact:
Alison Hayden
abhayden@alaska.edu
907-450-8060

When the agency or travel card is charged and fully refunded, we still need to process the expenses through Concur to document the transactions in Banner

Assign the charge and refund to an Expense Report using the appropriate expense type. Once the Report is submitted and approved, the charge and refund are cleared from the traveler's or cardholder's Concur account and posted to Banner.

Expenses paid on the agency and travel cards should flow directly to the traveler's or cardholder's Concur account. They appear under "Available Expenses" in the Expense module. However, there are situations that may delay or deter this process.

Agency Card

When an unused ticket credit from one traveler is used for another, the agency card charge for the original airfare expense does not automatically move to the correct account. Instead, the travel administration at statewide monitors these transactions and manually moves them when appropriate. If an agency card charge is missing from a traveler's account, please contact your campus travel administration. They will work with you to ensure the charge is moved to the correct account.

Travel Card

Depending on the vendor, charges on the travel card can take 1-2 weeks to become available in Concur. We must wait for the vendor to batch their credit card invoices.

Some vendors batch their invoices daily (most ground transportation charges show up by the next day), but others do not batch them as frequently. Hotel charges are the most notorious for taking longer to post to an account. If there are known charges anticipated to hit, do not submit the Expense Report until all card charges are available.