Make no-pay decisions on items

  • Being able to make no-pay decisions on items will depend on your user profile. The decisioning icon will not be available if your user role does not permit payment decisioning for the specific status (Kappa or Payment) or where an item has had a decision already made.

    You are authorised to make a decision on an item if the ‘Select No Pay Reason’ dropdown list is enabled (not greyed out).

    Making a no-pay decision

    1. To make a no-pay decision, select a return reason from the dropdown list (see 2nd screenshot below for visual of list open)
    2. Selecting a return reason will enable the 'No Pay' icon - No pay icon
      • Once you have selected this, there is no way to reverse your choice. However, as long as you have ‘four eyes’ enabled - when the approver comes to approve/reject they can reverse this back to its original status.

    Two decisions cannot be made against one item. In the event that a decision is made by another user while you are looking at the same information, an error message will be displayed if you try to apply a decision to that same item.

    Make no pay decisions on items

How helpful is the information on this page?

Important legal information

Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service.

Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 2065. Telephone: 0207 626 1500.

Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under Registration Number 119278.

Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all business customers will be covered.

Lloyds Banking Group includes companies using brands including Lloyds Bank, Halifax and Bank of Scotland and their associated companies. More information on Lloyds Banking Group can be found at