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PY26 WHEAP Manual

109 Revised: August 2025 “BOTH,” both the heat and PB must be cancelled even if only one of the benefits is affected by more than $100.

If both benefits are affected by $100 or more, the Division conducts the cancel/refund of the application (by cancelling both benefits). Agencies are required to contact the HE+ Help Desk to process a cancel/refund. Enter the correct information on the replacement application. All other application information should be the same as the original application including date of application and fuel usage. Review the fuel usage from the WEFI call and if the usage is different than on the original WEFI call, enter the fuel usage from the original application as a manual fuel entry.

Document upload is required for replacement applications. Additional documents may also be uploaded to the replacement/corrected application if warranted. Documents uploaded to the original application may need to be downloaded from the initial application and then uploaded to the replacement application.

The Division will follow guidance below regarding when to select “vendor” or “client” for repayment. 3. When performing a cancel/refund for either or both benefits, the party responsible for the refund defaults to the vendor. Vendor shall be selected for refund responsibility unless directed in policy otherwise. 4. If the benefit with the error was issued as a single party check, the default and only option for refund responsibility is the client. 5. If the benefit with the error, entirely or in part, was paid to a deliverable fuel vendor (propane, fuel oil, wood), the benefit must be corrected. If the applicant has received the fuel, the local agency must proceed with the benefit correction. If the overpayment is due to an agency error, the Division selects vendor as responsible for the correction. To cover any shortage to the deliverable fuel vendor resulting from the correction the Division issues an “Additional Payment” for the difference.

NOTE: If an Additional Payment needs to be issued to the vendor to cover funds due, this should be done at the time the benefit is cancelled and refunded. The Additional Payment is processed on the application that has been cancelled and refunded so payment can be issued at the same time the cancelled benefit is processed.

If the correction can be made before the deliverable fuel dealer has delivered the fuel, the agency shall notify the vendor that benefits will be recaptured and contacts the Division to proceed with the correction with the vendor as responsible. The agency shall document in HE+ System Notes when the vendor was contacted and verified that there was sufficient credit balance to cover the overpayment.

In situations where it is not a result of an agency error, the Division selects the “Client” as responsible for the refund. 6. WHEAP agencies may be responsible for repayment of benefits issued if the cancellation of benefits was the result of agency error.