Overpayments & reversals in HeroClear

• If the batch has not yet been submitted: cancellation may be possible, but requires Employment Hero's assistance. Contact Employment Hero support as soon as possible.
• If already submitted and paid to the fund: the reversal process must be initiated directly with the fund. Contact Employment Hero support urgently, marking it as a priority.

To remedy the situation with the overpayments the following steps will need to be taken in your future payrun(s).

For all employees still employed

• You can apply the extra amount as a prepayment against your next superannuation obligation, addressing it employee by employee and fund by fund

• For most employees, the current amount of Super in a payrun will cover the overpayment.

• This Super adjustment can be processed in two ways:

  1. Directly within the payrun as a negative Super Adjustment with an explanatory note

  • This can be done in one payrun as long as the net amount of SG Super is $0 or positive overall

• If the Super adjustment required is greater than the amount for the next pay period, then the remainder will need to be included in the next payrun. To help with remembering to do this, you could also set up a payrun task.

  2. Payrun inclusion

  If the Super adjustment needs to be done over more than one pay period, you may wish to set it up as a Payrun Inclusion under Super Adjustments.

  The benefit of doing this is that it will automatically appear in the payrun with a need to remember each time.

  NB For the expiration setting, while there is an option fo setting an amount, it will not save a negative amount. Therefore you will need to complete a date as shown in the sample below:

 
For the terminated employee, 

• As there are no further earnings, the only option is to reach out to the Super Funds directly, explain the situation, and ask for the funds to be returned. They will usually also reach out to the former employee to confirm their approval before they will approve it.

• Once the funds are returned to you, you can reach out to us to provide the bank confirmation and we can then exclude them from the appropriate batch so that your records are correct.

 
Voluntary payment- 

• If the employee is satisfied with the extra payment being in place then no action is required for this component. If they do want the extra component back, then you will need to treat it in the same manner as the terminated employee and reach out to the Super Fund directly.

• Once the funds are returned to you, you can reach out to us to provide the bank confirmation and we can then exclude them from the appropriate batch so that your records are correct.

The employer must engage directly with the super fund to initiate a recall. Each super fund has its own process — many require employers to complete forms and provide statutory declarations. HeroClear does not currently have an in-platform mechanism to initiate a fund-level recall.

Refunds from funds are processed per the Contribution Transaction Error Response (CTER), and the fund determines the cadence. Multi-entity cases can see staggered refunds. If a partial refund is more than 5 business days old and you haven't received the remainder, contact Employment Hero support.

If you are looking for further ideas, try our community   Hero Connect is currently only available for HR-only and HR+Payroll customers. Hero Connect is not yet available for Payroll-only customers. .