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resolved prior to the weekly utility payment batch, typically processed on Wednesdays. Important: Energy Delivery Statements (EDSs) should never be deleted from the OHEP Data Management System, as this action may cause critical errors during payment processing by State OHEP. When duplicate payments are identified, LAAs must follow the steps below: 1. Review the Application and Case Notes Access the application and associated case narration in the OHEP Data Management System to determine whether the payment is a legitimate crisis payment or an actual duplicate.

2. If a True Duplicate is Found:

○ Request a refund from the utility or bulk fuel supplier.

○ In the Duplicate Payment Report, select “Edit” for the duplicate entry. Enter:

■ Customer’s account information

■ A brief explanation for the duplicate payment

■ Then click “Resolve” to remove it from the Duplicate Payment Report.

3. When Refunds are Received by the LAA:

○ Notify State OHEP

4. When Refunds are Received by State OHEP:

○ State OHEP will document the returned amount in the OHEP Data Management System. ○ These transactions are tracked through the Returned Funds Report.

Updated May 2025