If the new hire fails to send to Chick-fil-A's Home Payroll system, it is because a required piece of information is missing or the information is not correctly formatted for CFA Payroll to accept the information.
How will you know if the new hire transfer fails?
There are two ways you will be able to tell if the new hire did not successfully transfer from ClearCompany to CFA Home Payroll.
1. The new hire will not be showing in your CFA Payroll account
2. On the candidate's ClearCompany profile, they will be placed into the "Hired - Payroll Transfer Failed" workflow stage. Also, on the Hire tab of the profile, the status of the integration will say Failed and a corresponding error message will be listed.
Where is the information for the new hire collected?
The majority of the new hire data is collected in specific onboarding forms. The required forms that need to be completed both by the new hire and internally are the Federal W-4, Chick-fil-A Personal Data & Emergency Contact with the Payroll Fields, and any State Tax forms (if applicable).
If the new hire filled out a form field improperly and the form has already been approved internally, follow the instructions in this article to re-assign a blank form for them to complete in order to resolve the problem field.
How to troubleshoot and fix the error:
1. Look at the error message, and see which field it is referencing.
2. Attempt to fix the problem in the field.
3. Re-send the new hire to CFA Payroll.
Common Error Messages and Solutions:
A Required Field is Missing Information
Error Message Example #1: jobName: must not be empty, assignmentCategory: must not be null
Why is this error occurring?
The Payroll Job Name and Employment Type fields were left blank on the 'Payroll Transfer Fields - Employer Only' section of the CFA Payroll Personal Data form.
Solution: The approver assigned to the form will need to complete this section in full before sending the new hire to Payroll.
Error Message Example #2: gender: must not be null, dateOfBirth: must not be null
Why is this error occurring?
The new hire has not filled out the Gender and Date of Birth fields on the CFA Payroll Personal Data form.
Solution: The new hire will need to complete their portion of the form and sign & submit for approval. Note, the assigned approver will then also need to complete the Employer section of the form before sending the new hire to Payroll.
Invalid Start Date
Error Message Example: startDate: Hire Date is for a date in the future:09-Nov-2020
Why is this error occurring?
The Hire Date must either be in the past or today's date.
Solution: Change the Hire Date listed on the onboarding packet. You can do this by navigating to the Hire tab of the candidate profile and clicking on the listed onboarding packet assigned to the new hire (see image below).
On the Edit Packet page, click on the Hire Date field and edit the date to today's date or a date in the past. A blue 'Update Onboarding Record' button should then appear under the Hire Date field.
Press 'Update Onboarding Record' to save your changes. Then, reinitiate the new hire sync to CFA Payroll.
Incorrect Address Information
Error Message Example: address: Address not valid- Vertex match on City, County, State, Zipcombination not found: Corsicana,Corsicana,TX,75110
Why is this error occurring?
The CFA Home Payroll system attempts to validate the address of the new hire, ensuring that the City, County, State, and Zip Code provided is accurate for tax purposes. When you see this error on the candidate profile, the system is letting us know that one of the pieces of address information provided by the new hire, is incorrect.
Solution: In the example above, we can see that the City of Corsicana is listed twice in the City and County field. If you do a web search to find the County for Zip Code 75110, we see the result is the County of Navarro.
To update the County listed for the new hire, you'll want to re-assign a blank version of the Chick-fil-A Personal Data form for the employee to complete and enter the correct County value. You can follow the instructions outlined in this Help Center article to learn how to re-assign the form in an existing onboarding packet.
Employee Record Already Exists in CFA Home Payroll
Error Message Example: 12-115210 - errorReason: Match found on SSN, Last Name and DOB do not match
Why is this error occurring?
An existing record for the team member in CFA Payroll was found based on a matching Social Security Number. CFA Home Payroll does not currently support the sending of a re-hire through the integration. This includes team members who worked at another store location before being hired at this store location for the first time.
Solution: The new hire's information will need to be manually added to CFA Home Payroll.
Additional Troubleshooting Resources:
If you are unable to resolve the issue please contact ClearCompany support at support@clearcompany.com, through Live-Chat, or via phone (617)-938-3801 x1.
How to re-send the new hire to CFA Payroll:
After the problem has been resolved you will want to manually trigger the new hire's information to send to CFA Home Payroll. To do this follow these simple steps:
1. Navigate to the candidate's profile.
2. Click on the Hire tab.
3. At the bottom of the screen, you will see the Integrations section. On the right-hand side click the Send Data button.
4.Then select the "ChickFilACandidateOnboard" from the drop-down menu.
5. Click Send Data.
After the new hire attempted to transfer to CFA Home Payroll you'll see if it was successful in the status column on the Hire tab of the candidate's profile. Note, it may take up to a minute for the export to process but if you still see a 'Pending' integration status, please refresh the page and the status should update.
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