Applies To:
- All Portfolio Managers, Advisors, Wealth Planners, and support staff.
- Eligible account types: Cash accounts, Joint accounts, Margin accounts, TFSA, RRSP, RESP, RDSP, FHSA, RIF, LIF, LIRA, and Trust accounts.
You can submit an Cancel / Correct request from a client’s CRM Contact Record. Use the instructions below to ensure requests are processed correctly, any necessary documentation is provided, and the appropriate cutoff times are met.
When to Submit a Cancel / Correct Request
- A client notices an error in a recently processed contribution or withdrawal and requires a correction.
- A contribution or withdrawal was processed incorrectly due to incorrect account details.
- A client wants to cancel a contribution or withdrawal entirely.
How to Submit a Cancel / Correct Request
To submit a Cancel / Correct request, you'll use the Service Extension on the client's CRM Contact Record.
How to Submit a Cancel / Correct Request
- Navigate to the Client's CRM Contact Record
- Go to the Servicing Tab
- Select "Account Administration → Special Handling
- Select "Cancel / Correct" as your request type
- Select the Target Account
- Select either "Cancel" or "Correct"
- If you select "Cancel": Choose the Transaction Type (Contribution / Withdrawal), enter the Amount, and specify the Settlement Date.
- If you select "Correct": Choose the Transaction Type (Contribution / Withdrawal), the Original Amount, the Corrected Amount, and the Settlement Date.
- Review & Submit
- Once you confirm the details, click Submit to create the service request ticket.
After Submitting the Request
A new service request ticket will be created. You can locate it:
- In the Right-Side Panel of the client's CRM Contact Record under Tickets.
- In the Account Administration Pipeline, where you can track the progress and confirm when the request is completed.
Processing Times
- Typically 10-12 business days after the ticket has been submitted and completed any applicable review.