Servicer Exception Review

You can use the Servicer Exception Review page to resolve any exceptions that Anthology Student identified when it automatically imported the servicer files and information. By default, the page displays all the exceptions. You can filter the list.

You can resolve exceptions by: 

• Correcting and changing values
• For some types of exceptions, selecting an award so that the servicer can be assigned to the award
• Deleting an exception

You should only delete an exception when you are sure the data in Anthology Student is correct and the servicer data is incorrect. You need to resolve the issue directly with the servicer so that they can send you the corrected data.

If you deleted any exceptions when you were resolving them, you can also use the page to review them, and if needed, add them back. Refer to Procedure to Review and Restore Deleted Exceptions.

Prerequisites

You must have:

• Common - Processes - View authorization

• Financial Aid – Processes – Servicer Exception Review authorization

To change values on the page, your user ID must be configured to allow editing of Global exception details.

If your institution has enabled Global exception security and configured fund source permissions, you must be in a staff group that has permission to take the action. For example, if you are resolving the exception by: 

• Editing a paid disbursement, you must have permission to edit a payment

• Selecting an award so that the servicer can be assigned to the award, you must have permission to add an award

• Deleting the exception, you must have delete permission for the type you are deleting (such as delete payment) 

If you are resolving exceptions by changing Title IV awards, your institution must have configured the campus to allow, and not prevent, users from modifying Title IV aid.

You should be familiar with the Background for Servicer Import

Access Method

Select the Processes tile > expand Financial Aid > select Servicer Exception Review.

Procedure to Resolve Exceptions

1. In the Exceptions field, select All Exceptions.

2. Specify the remaining criteria to filter the exceptions.

   Batch Number The number assigned by Anthology Student to the batch. Campus The campus or campuses to which a person or item is assigned. It is filtered to display the campuses to which you have access. In some cases, it is also used to filter a list to only those items for the campus. In some lists, you can select more than one campus or select All. In lists that display columns, if the column contains more than one campus, you cannot sort or filter on that column.

   Execution Type Specifies the type of file for the exceptions. F indicates an exception for a R2T4 refunds file. T indicates an exception for a tuition adjustments file. B indicates an exception for a budget file. C indicates an exception for a change file. A indicates an exception for a scheduled awards file D indicates an exception for a scheduled disbursements file. P indicates an exception for a paid disbursements file. R indicates an exception for a refund file. S indicates an exception for a document tracking file.

3. Select the Apply Filters button.

4. In the list of exceptions, review the values.

   Exception Error Of the number of students selected, the number of students that were assigned documents when processing for the batch was complete. SSN The person's Social Security Number (SSN). You must be authorized to work with SSNs. Student The last and first name of the student. In some lists, the name of the student is highlighted. If it is highlighted, you can select the link and it will display the Student Profile or a page available from the profile (such as their Documents list in Contact Manager). To display the Student Profile, you must have Common - Student - View authorization. If the link takes you to a page available from the profile, you must have authorization for that page. For example, if it displays the Documents list, you must have Contact Manager - Student Document - View authorization.

   Student Number If your institution assigns student numbers, the number your institution uses to identify the student. How the number is assigned is specified by your institution. For example, Anthology Student can be configured to assign the number, or your institution can use another method to assign it. Type Specifies the type of file for the exceptions. F indicates an exception for a R2T4 refunds file. T indicates an exception for a tuition adjustments file. B indicates an exception for a budget file. C indicates an exception for a change file. A indicates an exception for a scheduled awards file D indicates an exception for a scheduled disbursements file. P indicates an exception for a paid disbursements file. R indicates an exception for a refund file. S indicates an exception for a document tracking file.

5. Select the link in the Exception Error column to begin to resolve the exception. Anthology Student displays the details for the exception in a new grid at the bottom of the page. The values that you can change provide editable fields.

   If multiple exceptions occur in a CA file, resolve the "C" exceptions first.

6. Determine the action to take for the exception based on the causes and solutions. 

   Exceptions

   Error Code	Description	Cause	Possible Solution
   000001	Cannot Find the Campus	The last 3 digits on the imported file were not found in the servicer configuration for the campus in the File Extension Identifier field. This code is provided by your servicer.	Once this data is populated, use the Resolve button to process the file.
   000002	Cannot Find the Student	This error will occur when Anthology Student cannot locate the student by their Social Security Number (SSN) or the system student ID (SYStudentID). The student is unable to be located by the values or is not enrolled on the matching campus of the file.	You can either: Add the student record and enroll the student into the appropriate program on the matching campus Update the SSN in the exception details so that it matches the appropriate student in Anthology Student Update the SSN for the appropriate student so that it matches the SSN in the exception details Contact Global to send you a corrected record for the correct campus the student is attending for that enrollment
   000003	Servicer Fund Source Code Not Found in Anthology Student	The fund source code on the record is not found in Anthology Student.	Your servicer defines a fund source code for each fund source. This code should be specified as the third-party code when the fund source is configured. Verify the code is set up correctly in Anthology Student and use the Resolve button to process the record.
   000004	Cannot find the Financial Aid Record for the enrollment.	When importing an identifier record from your servicer, Anthology Student first checks if the student is already scheduled for the fund source, award year, gross amount, and loan period dates (if relevant). Anthology Student is looking for an exact match on all data elements when the award is in an Approved status. The match is on fund source, award year, and enrollment academic year when the status is Estimated.	Since the record is on file with your servicer, you need to associate the data with an existing record. Use the options to override and match to an existing record.
   000005	Aid Type Not supported for Servicer Import	The fund source code on the record is mapped to an aid type that is not supported by the Anthology Student import logic. Anthology Student supports Title IV aid types only.	N/A
   000006	Cannot Delete Disbursement, Disbursement is already Paid in Anthology Student.	Your servicer has sent a change record to delete a disbursement where the date and amount equals a disbursement on file for the fund source, but the disbursement is already in a paid status.	If the disbursement was paid in error, a correction would need to be made to remove the disbursement from the ledger card. Otherwise, your servicer should send a negative disbursement instead of a change record. Change records can only affect scheduled disbursements.
   000007	Cannot Find the Academic Year.	The data sent by your servicer includes the start date for the student's academic year or budget period. On import, Anthology Student locates the academic year record within the student enrollment by matching this date to the academic year start date in Anthology Student. The start date must be within 30 days of the date sent by the servicer. You will receive this message when an academic year does not exist for the student's enrollment where the start date meets the 30-day criteria.	Either: Update the start dates in Anthology Student to the appropriate start date Notify your servicer that they have an incorrect budget period start date for this student
   000008	Scheduled Disbursement not found. Cannot add Actual Disbursement.	The actual disbursement file looks for a scheduled disbursement in Anthology Student for the fund source identified where the scheduled amount is equal to the amount sent in the actual disbursement file and the status of the disbursement is Scheduled. These should always match since your servicer processes the amount changes in a change file before submitting the actual payment record.	If it does not match, change the scheduled disbursement record in Anthology Student to match the imported record will allow you to resolve the payment. All payments must be resolved to post an actual payment batch.
   000009	Cannot Update Disbursement, Scheduled Disbursement not found.	Your servicer has sent a change record to change a disbursement date or amount. Anthology Student is looking for a scheduled disbursement where the date scheduled and scheduled amount equals the original disbursement date and the original disbursement amount included in the change file.	A change to a scheduled disbursement in Anthology Student to match the original data elements provided by the servicer will allow the resolve function to be completed.
   000010	Cannot Remove Scheduled Aid, at least one disbursement has been paid.	Your servicer has sent a change record to delete an entire award and its associated disbursements. The aid cannot be deleted because at least one disbursement was paid.	If the disbursement was paid in error, a correction would need to be made to remove the disbursement from the ledger card. Otherwise, your servicer should send a negative disbursement instead of a change record. Change records can only affect aid when the disbursements are in a scheduled status.
   000011	The Aid Record is already on file and the status is not "estimated".	When a new scheduled award record is imported from your servicer, Anthology Student first checks if the student is already scheduled for the fund source, award year, gross amount, and loan period dates (if relevant). Anthology Student is looking for an exact match on all data elements. If a record is found, and the status is Estimated, Anthology Student will update the existing record with the servicer record ID and amount packaged. If the aid is in an approved status, the record will fall into the exception file to require a user to approve and override the match.	Since the record is on file with your servicer, you need to associate the data with an existing record. Select an option to override and match the Servicer Record ID to an existing record, or if no payments are made, remove the scheduled award from Anthology Student and then post the resolution.
   000012	School Code Not Found.	The last 3 digits on the imported file were not found in the servicer configuration for the campus in the File Extension Identifier field. This code is provided by your servicer.	Once this data is populated, use the Resolve button to process the file.
   000013	Invalid Action Code.	Each file imported from a servicer is assigned an action code that identifies the file type. The action code assigned to this file is unknown. This may be caused by an invalid file name or a file type that is not supported by Anthology Student.	Contact Anthology Student support.
   000014	XML improperly formatted: No School Info tag found.	The XML imported to Anthology Student is not recognizable.	Contact Anthology Student support.
   000015	XML improperly formatted: More than one School Info tag found.	The XML imported to Anthology Student is not recognizable.	Contact Anthology Student support.
   000016	Disbursement is already scheduled. Duplicate Date and Amount.	Your servicer has sent a scheduled disbursement for a date and amount for the identified fund source that is already on file.	If the record in Anthology Student is identical and was added manually, you can choose the option clear the disbursements. You may also choose to remove the scheduled disbursement in Anthology Student and post the resolution.
   000017	Cannot Add Refund, Student Aid Record not found.	Your servicer has sent a negative disbursement record with a servicer record identifier that is not found in the scheduled aid file. A previous exception may be on file for this student that caused the record to not be updated.	Confirm that all exceptions are resolved. If this issue is still not resolved, you may need to re-import an identifier file (year-to- date match file from your servicer). Contact Anthology Student support.
   000018	Servicer (Global) - Budget Period Start Date (positions 15-20) is not a valid date.	The servicer record identifier contains the start date of the student budget period (or academic year). This date is in an invalid format.	Contact your servicer and request a new record with an accurate date for this student.
   000019	Servicer Record ID not found in Student Aid Table.	A disbursement record was imported with a Servicer Record ID that is not found in the student aid file. A previous exception may be on file for this student that caused the record to not be updated.	Confirm that all exceptions are resolved. If this issue will still not resolved, you may need to re-import an identifier file (year-to-date match file from your servicer). Contact Anthology Student support.
   000020	Terms are required for disbursements. The term could not be determined from servicer data.	Terms are required on all scheduled disbursement records in Anthology Student. A scheduled disbursement was imported from your servicer for which the appropriate term could not be determined. Anthology Student matches the disbursement date, fund source, and academic year start date from the disbursement import file to a disbursement schedule in Anthology Student.	Verify that a disbursement schedule exists in Anthology Student in which the academic year start date range matches the student's, the fund source matches and the disbursement date matches.
   000021	The Servicer Record ID is already on file and disbursements have been paid.	This error will result when you import a scheduled aid file (C2MA) for a record where the Servicer Record ID is already on file, and at least one disbursement has been paid. Anthology Student will update the amounts on the award if no disbursements are paid. However, to maintain the total disbursements equal to the total award, once a disbursement is in a paid status, the amount packaged will not be updated on import.	If a change to the amount is necessary, change the data in Anthology Student and use the resolve option to post this entry.
   000022	Disbursement is on file for same date, but with a different amount	This error occurs when Anthology Student locates a disbursement it believes is a correct match, but the amount in Anthology Student is not the same as the amount in the exception details.	To resolve this exception, you can either Edit the amount using the Awarding page so that it matches the amount in the exception details (Select the Students tile > select the name in the Students list > expand Financial Aid > select the Awarding tile.) Edit the amount in the exception details so that it matches the amount on the Awarding page Contact the servicer to send you a corrected record
   000023	Disbursement is already on file in same month. Cannot add disbursement	This error occurs when Anthology Student locates a disbursement it believes is a correct match, but the date in Anthology Student is not the same as the date in the exception details.	You can either:  Edit the date using the Awarding page so that it matches the date in the exception details Select the Students tile > select the name in the Students list > expand Financial Aid > select the Awarding tile.) Edit the date in the exception details so that it matches the date on the Awarding page Contact the servicer to send you a corrected record
   000024	SSN not found for Document	This error will occur when Anthology Student cannot locate the student to update their document tracking with the information in the exception details.	You can either: Add the student record and enroll the student into the appropriate program Update the SSN in the exception details so that it matches the appropriate student in Anthology Student Update the SSN for the appropriate student so that it matches the SSN in the exception details Contact the servicer to send you a corrected record
   000025	Document Mapping not found for Campus	This error will occur when Anthology Student cannot locate the servicer document in the Servicer Configuration Document Mapping grid.	Either: Update the mapping for the document identified in the exception details Contact your system administrator to update the configuration for you
   000026	Invalid CommonLine Loan ID	This error will occur when Anthology Student detects an invalid CommonLine Loan ID in the record being imported. The CommonLine Loan ID must meet the criteria outlined in the CommonLine Technical Reference for the Origination Response file to be considered valid by Anthology Student.	N/A
   000027	The student identifier for this student does not exist in the database. Please contact your System Administrator for assistance with resolving this exception.	This exception will occur when the record being imported does not include enough information to locate the student. Look for one of the following conditions in the exception details.  The SchoolAcademicID field is 0 and the SSN field is blank. The SchoolAcademicID field is not 0, but no student exists in the campus where the studentID matches SchoolAcademicID.	If the record meets condition the first condition, try to locate the student. If the student exists, update the SSN field in the exception details and attempt to resolve the exception again. If you cannot find the student, ask the servicer to send the correct and resend the record. If the servicer resends the record, you will need to delete this exception when you receive the replacement record from the servicer.      Identifier information cannot be added to student records directly from the Anthology Student interface, so records meeting the second condition must be resolved with System Administrator assistance. Either:  Your system administrator can contact Anthology Student support for instructions on updating the record You can ask the servicer to correct and resend the record. If the servicer resends the record, you will need to delete this exception when you receive the replacement record from the servicer.
   000028	The enrollment identifier for this student does not exist in the database. Please contact your system administrator for assistance with resolving this exception.	This exception will occur when the student is located, but the record being imported does not include enough information to identify the enrollment. Look for one of the following conditions in the exception details.  The EnrollmentID field is 0 and no enrollments exist for the student. The EnrollmentID field is not 0, but the system cannot find an enrollment that matches the information in the EnrollmentID field.	Identifier information cannot be added to enrollment records directly from the Anthology Student interface, so records with this exception error must be resolved with System Administrator assistance. Either:  Your system administrator can contact Anthology Student support for instructions on updating the record You can ask the servicer to correct and resend the record. If the servicer resends the record, you will need to delete this exception when you receive the replacement record from the servicer.
   000029	The academic year identifier for this student does not exist in the database. Please contact your system administrator for assistance with resolving this exception.	This exception will occur when the academic year cannot be located. Look for one of the following conditions in the exception details.  The Academic_YR_ID field is not 0, but the system cannot find an academic year that matches the information in the Academic_YR_ID field. Academic_YR_ID field is 0 and the BudgetPeriodStartDate field does not fall within the start and end dates of any academic year record for the student. Academic_YR_ID field is 0 and the FundYear field does not match AwardYear1 or AwardYear2 on any of the academic year records for the student.	Identifier information cannot be added to student records directly from the Anthology Student interface, so records meeting the first condition must be resolved with System Administrator assistance. Your system administrator can contact Anthology Student support for instructions on updating the record, or you can ask the servicer to correct and resend the record. If the servicer resends the record, you will need to delete this exception when you receive the replacement record from the servicer.   If the record meets the second and third conditions, you can resolve the exception by making one of the following changes: Update the BudgetPeriodStartDate field so that it falls within the start and end date of the appropriate academic year record for the student  Update the FundYear field so that it matches AwardYear1 or AwardYear2 of the appropriate academic year record for the student
   000030	The financial aid award identifier for this student does not exist in the database. Please contact your system administrator for assistance with resolving this exception.	This exception will occur when the award record cannot be located in the academic year for the student.	Create the missing award.
   000031	Terms are required for refund/tuition adjustment.	This exception will occur when the campus is set up to require term codes and the system is unable to locate the term using the values in the file. For the AP (Refund) file, the system looks for the most recent term (ending last) on the student's Ledger Card for transactions meeting the following conditions.   Transaction is a payment.   The fund source for the transaction matches the FundType field.   The Term Start or Term End date falls between the values in the TermStartDate field and the TermEndDate field.   For the AR (Tuition Adjustment) file, the system looks for the most recent term (ending last) on the Ledger Card for transactions meeting the following conditions:  The Term Start or Term End date falls between the values in the TermStartDate field and the TermEndDate field.   Source = R.   Type = C.   Code (Bill Code) = TUIT.   If condition A.c or B.a fails, there is a tolerance of 1 month. It means, TermStartDate will be reduced by one month and TermEndDate will be increased by one month and A.C or B.a executed. If the system still fails to find any error, this exception will occur.	Adjust the values in the TermStartDate and/or TermEndDate fields on the import record so that they meet the conditions in A.c. or B.c. You could also update the term code on the ledger card transactions so that they meet the same conditions.
   000032	Unable to locate the original refund	This exception will occur when processing refund revisions (Withdrawalcode = WX). The OriginalAmount field for the revision does not match the amount on any ledger card transaction or refund for the fund source.	Locate the original transaction on the student's ledger card. Update the OriginalAmount field so that it matches the amount of that transaction.
   000033	Unable to locate the original tuition adjustment.	This exception will occur when processing tuition adjustment revisions (Withdrawalcode = WX). The OriginalAmount field for the revision does not match the amount on any ledger card transaction meeting the following conditions:  The term start or term end date falls between the values in the TermStartDate field and the TermEndDate field.   Source = R.   Type = C.   Code (Bill Code) = TUIT.	Locate the original transaction on the student's ledger card. Update the fields mentioned above so that the transaction details match the exception details, or update the exception details so that they match the transaction details.
   000034	The batch date in Servicer record data is less than the minimum transaction date set for the Campus	This exception will occur when the value in the GlobalBatchDate field is less than the minimum transaction date for the user's default campus. The minimum transaction date is located in the Period End Dates page for Student Accounts.	Modify the value in the GlobalBatchDate field so that it is greater than or equal to the minimum transaction date for the user's default campus.
   000035	An unexpected error has occurred while saving the record in the database. Please contact your system administrator for assistance with resolving this exception.	This exception is rare but occurs when a system-related error has occurred.	Attempt to resolve the exception. If the problem continues, contact your system administrator or Anthology Student support for assistance.
   000036	Refund Exceeds Amount Available	This exception occurs when the amount of the refund you are importing exceeds the total amount disbursed for the award year and fund source.	Contact the servicer to verify the amount of the refund. If the amount is incorrect, ask Global to send you a new record with the correct amount. When you import the correct record from Global, delete this exception.    As an alternative, Global can advise you to correct the amount in the exception details. You can then attempt to resolve the exception again.
   000037	No Global Refund Policy Configured for Campus	This exception occurs when you import a Refund Calculation or Tuition Adjustment (AP or AR file). The system cannot find the refund policy assigned to the campus when creating the Global Refund Calculation.	Contact your system administrator to configure a refund policy to use with Global under the Global configuration settings for your campus.
   000038	Revisions Not Allowed to Incomplete Refund Calculations	This exception will occur when you import a revision for a Global Refund, but the Global Refund Calculation is not posted. Revisions cannot be processed against incomplete refund calculations. Global may have sent this revision in error, may not have sent the original calculation to you, or an exception for the original calculation may have been deleted.	Delete the exception if it was sent in error. If Global is sending you the original calculation, you must import the original calculation before resolving this exception again. If you find that an exception for the original calculation was deleted, restore it, and resolve it before resolving this exception again.  When Global sends an original amount of zero (0), for Refund Revisions zero drop records are not sent, therefore the system cannot locate the original transaction for that Refund Revision. This only affects the C2AP files. Additionally, since a refund of zero (0) cannot be posted for a refund through the Anthology Student interface, the exception can never be resolved.  Therefore, Anthology Student will not search or attempt to void/delete the original refund, when importing the AP file. Instead, the system will just create a new refund. In addition, when additions/updates against the refund calculation table, for WX records with zero (0) original amounts, the record will be inserted, not updated.
   000039	The document is award year-specific and the award year has not been supplied.	This document is configured as an award year-specific document in Anthology Student, yet no award year has been provided by the servicer.	Verify whether the Anthology Student document should be award year-specific. If not, update the configuration and the record will match. If so, contact your servicer and have them resend the record to you with an award year. If Global resends the record, you will need to delete this exception when you receive the replacement record from Global.

7. Take the appropriate action. The table describes the actions available for resolving the exceptions. The actions you can take vary by error code and exception type.

   Exception Type / Error Code	Resolution	Action to Take
   All exception types	Change one or more of the values listed. You can change the values in the highlighted cells. The values are updated on the Awards page. For example, if the values for Tuition do not match and you change the amount on this page, the tuition will be updated in the budget on the Awards page.	In the Value column for the record, specify the value you want to use. Select the Resolve button.
   Error codes 000004, 000011, and 000021	Select the award so that the servicer can be assigned to the award.	Select the Select Aid button. Anthology Student displays a dialog that lists the awards for the award year that have a status of Approved, Estimated, or Pending Approval. In the list, select the award. Select the Resolve button.
   Exception types A, B, C, D, F, M, P, and R	Change one or more of the values not displayed in the list by displaying the Awarding tab for the student so that you can compare and correct values there.	Select the FA Packaging button. Anthology Student displays the Awarding page for the student in a new tab. Make and save any changes. Return to this tab and select the Resolve button.
   	Delete the exception	Select the Delete button on the toolbar.
   Exception type S	Resolve an exception related to documents	Select the Documents button. Anthology Student displays the Documents page for the student in a new window so that you can correct any problems. Make your changes. Return to this tab and select the Resolve button.
   Exception type T	Resolve an exception related to the student ledger	Select the SA Ledger Card button. Anthology Student displays the Ledger Card for the student in a new window so that you can correct any problems. Make your changes. Return to this tab and select the Resolve button.

Procedure to Review and Restore Deleted Exceptions

1. In the Exceptions field, select Search Deleted.

2. Specify the SSN The person's Social Security Number (SSN). You must be authorized to work with SSNs. for the student.

3. Select the Apply Filters button.

   Anthology Student displays the details for the exception and the values that you can change.

4. In the list of exceptions, review the values.

   Exception Error Of the number of students selected, the number of students that were assigned documents when processing for the batch was complete. SSN The person's Social Security Number (SSN). You must be authorized to work with SSNs. Student The last and first name of the student. In some lists, the name of the student is highlighted. If it is highlighted, you can select the link and it will display the Student Profile or a page available from the profile (such as their Documents list in Contact Manager). To display the Student Profile, you must have Common - Student - View authorization. If the link takes you to a page available from the profile, you must have authorization for that page. For example, if it displays the Documents list, you must have Contact Manager - Student Document - View authorization.

   Student Number If your institution assigns student numbers, the number your institution uses to identify the student. How the number is assigned is specified by your institution. For example, Anthology Student can be configured to assign the number, or your institution can use another method to assign it. Type Specifies the type of file for the exceptions. F indicates an exception for a R2T4 refunds file. T indicates an exception for a tuition adjustments file. B indicates an exception for a budget file. C indicates an exception for a change file. A indicates an exception for a scheduled awards file D indicates an exception for a scheduled disbursements file. P indicates an exception for a paid disbursements file. R indicates an exception for a refund file. S indicates an exception for a document tracking file.

5. Select the record you want to restore.

6. Select the Undelete button.

Anthology Student adds the exception back to the list of exceptions that is displayed if you clear the filters or select All Exceptions in the Exceptions list.

Limitations

You cannot add back a payment (PA) exception if it is part of a posted disbursement batch. This safeguard is necessary to protect the integrity of the batch. Anthology Student does not allow new batch detail records to be added to a posted batch.

 

This feature applies to U.S. compliance only.