3077.1 Shared Customer Procedure

UW-Madison Non-Sponsored AR and Billing has a shared customer file that is managed centrally by the Division of Business Services (DoBS).

Shared Customer Procedure
Procedure #3077.1
Rev.: 7.1.20
Effective Date: July 1, 2020

Related Policy:  UW-3077 Non-Sponsored Centralized Accounts Receivable Policy
Functional Owner: Director of Financial Information Management
Contact: Supervisor Central AR for Non-Sponsored Billing, (608) 890-1328, Email: uwmsnar@bussvc.wisc.edu


I. Procedure Statement
II. Who is Affected by this Procedure
III. Procedure
IV. Related References
V. Revisions

I. Procedure Statement

UW-Madison Non-Sponsored AR and Billing has a shared customer file that is managed centrally by the Division of Business Services (DoBS). Departments can request new internal or external customers by submitting the Customer upload file. Customers can have multiple contacts and locations. Modifications to existing customer information including additional contacts or locations should be requested through the uwmsnar@bussvc.wisc.edu mailbox. DoBS will review each customer request to ensure compliance with export control lists such as OFAC.

II. Who is affected by this Procedure

Any department that is using Billing and Accounts Receivable modules in SFS for invoicing to non-sponsored customers either within the UW-Madison community or externally.

The SFS Accounts Receivable and Billing System is currently being rolled out to UW-Madison departments for all non-sponsored accounts receivable, including internal and external customers. The use of SFS for non-sponsored billing and receivables was launched in November of 2018 and will be introduced campus-wide in the coming months/years – unless otherwise agreed upon with the Division of Business Services.

III. Procedure

The following steps represent the overall process for requesting new customers:

  1. Fill out either the Internal or External customer upload file
  2. If the customer is already set up but a different contact or location is needed, fill out the Customer Update Form
  3. Email to DoBS at: uwmsnar@bussvc.wisc.edu
  4. DoBS will review the customer information and ensure the customer is not on any export control lists such as OFAC.
  5. DoBS will reply via email when customers have been set up.

IV. Related References

  • Internal Customer request form
  • External Customer request form
  • Customer Update form

V. Revisions

Procedure Number 3077.1
Date Approved July 1, 2020
Revision Dates Jan. 19, 2021 – Procedure number updated from 100.1 to 3077.1 in new numbering system

COVID 19 Account Codes- FAQs

General Questions:

Question: Why were separate COVID account codes created?

  • The COVID-19 account codes were created to identify COVID activity for various reporting requirements including those from the EOC (Emergency Operations Center), UWSA Finance Response Team, FEMA, and the Coronavirus Aid, Relief, and Economic Security (CARES) Act, as well as for internal information.

Question: Should I transfer expenses and/or refunds posted prior to the codes being available on 4.1.20?

  • Yes, any non-refunded costs or customer/student refunds related to COVID-19 should be transferred to the new COVID-19 expense account codes for accurate reporting and tracking. The rest of the funding string should remain the same. Please note that Accounting Services is reviewing Refund of Receipts (RORS) for accurate account code usage related to COVID refunds, so please double check coding in WISDM/WISER before processing transfers.

Question: Should I transfer expenses related to conferences or other events that were cancelled due to COVID-19, but then were ultimately refunded?

  • No, if you received a vendor refund for cancelled events due to COVID, do not move the original expense. Vendor refunds should be applied to the original expense account to adjust for any F&A previously incurred.

Research Questions:

Question: How should expenses on COVID-related research projects be handled? Should expenses be posted to the new COVID Account Codes?

  • If the project is doing COVID-related research, the regular accounts (salary, equipment, supplies, etc.) codes should be used.
  • Since the UW is also interested in knowing how much COVID-research activity is happening, RSP is capturing that information through information in the project titles entered into SFS and WISPER.  That lets RSP pull not only award and proposal data, but also budget and expenditure data from SFS.
  • The new SFS Covid-19 account codes are to capture expenses that the UW would not have experienced prior to the pandemic.  Some of these codes may end up on sponsored projects.  For example, suppose a researcher is still able to work in her lab.  She would have her normal research-related expenses (salaries, supplies, etc.).  Now suppose that this researcher’s grad student tests positive and can no longer work in the lab.  It’s quite likely that before anyone else could return to the lab, that it would need deep cleaning.  Those unanticipated COVID cleaning expenses could be charged to the sponsored project on account code 3117 (Cleaning/Sanitation Costs-COVID).

Question: How should we code per diem costs incurred for animal care and facilities as researchers are currently unable to use these resources in experiments? Technically, these costs are caused by the COVID-19 delays as it extends the length of days because research is delayed.

  • The monthly internal service charges (generally coded to account code 2650) to the sponsored project would not change. Likewise, the code for the revenue collected by the animal care unit would not change.  Delays in research progress are common; even outside of the current COVID remote operations of the UW.
  • The unit taking care of the animals may use the new account codes for additional COVID-related expenses directly related to animal care and the well-being of the staff.

UW-Sponsored Conference Refunds:

Question: There are two contra refund accounts related to conference refunds 9213 – Conference & Event Refunds – COVID and 9216 – Other Refunds – COVID that mentions continuing education refunds – how should I use them?

  • It’s helpful to break these apart as Conference and Event Space (9213) and Registration Fees (9216). Some examples of situations with the correct codes below:
  • Refunds for internal UW participant registrations – use account 9055
  • Refunds for events held as continuing education with non-UW participant registration – use account 9216
  • Refunds for space rental – use 9213

Question: If an event was run through Extension, are they are responsible for coding the refund to the correct COVID-19 code?

  • Yes, Accounting Services has been working with Extension to get the correct codes applied to the refunds.

Student Income Continuation:

Question: Are all student income continuation payments posted to account 5717 -Income Continuation – Scholarship – COVID?

  • No, expenses paid via payroll were paid using regular payroll processes, accounts, and funding strings.  The payments made by scholarship (thru SIS) will be posted using the 5717 – account code.


How should we code canceled travel related to COVID?

  • If the traveler or the travel arranger cancelled the flight, there is an unused ticket for future business use.  The value of the cancelled and unused ticket is not a loss if used in the future – no immediate action needs to take place.
  • There are situations where we will experience costs related to the cancelled travel and for those costs, they can be coded to the COVID account created for Other Expenses-COVID – 3115. Examples of these costs include:
  • The ticket is not used by the traveler due to a COVID reason such as a conference was cancelled and never rescheduled; or, rescheduled for a day/time the traveler cannot attend
  • The ticket is used for future travel, but now the cost of travel to the same event previously cancelled due to COVID now costs more than the original ticket.
  • The traveler uses the unused ticket toward the purchase of future travel that is less cost than the unused ticket and the airline requires a forfeiture of the balance.
  • Deposits for hotels, meetings or events, which is non-refundable, and the event didn’t occur as a result of COVID-19.
  • Repatriation costs for students/employees (flights back to Uhttps://uwmadison.box.com/s/535hejrzwa6gelexac5fvglux2sp6lhiS, hotel stay near airport).

Download COVID Account Codes(PDF)

Refund of Receipts (RoRs) update

This communication is intended for departments that currently submit RoR requests to the Cash Management team for approval.

Cash Management will be granting approval on a case-by-case basis for use of the voucher upload process to facilitate handling and processing of large batches of refund requests. Voucher uploads are intended to expedite processing of repetitive or large quantities of payments. Please email cashmgt@bussvc.wisc.edu for additional information on this process.

Please note that any refunds relating to Covid-19 activities should be coded to the appropriate Covid Account Codes. Please refer to the link below:

Tracking COVID 19 activities in the accounting system (SFS)

Payment Card Industry (PCI) Compliance Guidelines

The COVID-19 pandemic has created many challenges and constraints to the established business processes of many merchants on campus including restricted access to campus and, in many instances, offsite work arrangements. The PCI Compliance Team understands that your established business processes many need to be adjusted to continue conducting business.

If you feel that it is necessary for your merchant account to adjust your business processes to accommodate remote payment card processing, please keep in mind that the PCI Data Security Standards are in effect and must be complied with in carrying out adjusted business processes. While the PCI Compliance Team does not have specific protocols and policies in place to accommodate remote work situations, we are requiring the following at a minimum:

  • Documentation of any changes or modifications to established business processes,
  • Business activity must be conducted on UW-Madison issued work computers and equipment,
  • Global Protect VPN is installed, properly functioning, and connected via a secured internet connection, and
  • Anti-virus and malware software are installed and functioning properly.

With these considerations in mind, the PCI Compliance Team will be reviewing requests for remote processing of payment card transactions on a case-by-case basis. Please send requests for alternative payment card processing to PCI-Help@bussvc.wisc.edu. Any questions or concerns can also be directed to this email address.

Check Deposits – Operational update

For information related to sponsored check payments, please visit RSP’s website at:

For information related to UW Foundation check deposits, please visit the following link:

This communication is intended specifically for UW-Madison related check deposits.

We understand the challenges faced by campus staff for logistics around depositing checks under the current circumstances. Unfortunately, we currently do not have mechanisms in place to facilitate remote handling of check deposits. If this were to change, we will inform as such. Please use your best judgment in carrying out essential business activities, while ensuring employees’ well-being and safety.

We have received numerous questions and hoping to provide some additional guidance through this communication. We have a few options for depositing checks to consider:

  • Deposits made at a US Bank location directly (preferred)
    • Deposits should be secured in a plastic bank bag with deposit ticket and directly dropped off at a US Bank location.
    • Make sure the deposit ticket is included so the bank can process it as a deposit for UW Madison. Each deposit ticket is linked to a specific department and their respective accounting string. If you have any queries, please reach out to us for details at: cashmgt@bussvc.wisc.edu.
    • When making the drop deposits please include a note requesting a receipt. E-mail receipts to cashmgt@bussvc.wisc.edu.
    • For departments without deposit tickets and/or plastic bags, please send requests to cashmgt@bussvc.wisc.edu, and we can request them from for your department.
  • ACH/Wire payments (preferred)
    • As an alternative to check payments, departments may request new and existing customers switch to ACH/wire payments for payment directly deposited into the UW-Madison bank account.
    • It’s a fairly simple process and serves as an opportunity to also improve financial internal controls by shifting from checks to electronic payments. The cash management team strongly encourages this option and is readily available to help set this up.
    • For anyone interested, please forward your requests to us at: cashmgt@bussvc.wisc.edu.
  • Deposit checks dropped off at 21 NPS building
    • Access to the building is currently restricted; however, the building manager, Matt Hanson is onsite (Monday through Friday from 7:30AM- 4:30PM) and will accept check deposits.
    • Please co-ordinate drop off with Matt by email (buildingmanager@bussvc.wisc.edu) or cell phone (608-628-2019) to plan your trip.
  • Interdepartmental mail
    • If interdepartmental mail is still operating for your building, please continue to use per normal process.
    • Please be advised that there have been changes to the mail services scope of operations and schedule. Ensure staff and managers are aware of changes for respective campus locations.
  • Armored car pick up services
    • As campus buildings access has been restricted during the Governor’s stay at home order, many Thillens stops on campus have been cancelled or rescheduled. If you need to cancel or request a pick up please reach out to us at: cashmgt@bussvc.wisc.edu.

If you have any questions or concerns, please do not hesitate to contact us by email at: cashmgt@bussvc.wisc.edu.

Thank you for your help and co-operation.

Gift Management – Operational update

We understand the complexity that the University is working through at this time and that prioritization of core functions is necessary.  Gift Management team members are working remotely and we are here to assist you.  Please reach out to us through email at giftmgt@bussvc.wisc.edu with any needs during this telecommuting time period.

WFAA gift funds requests:  Please continue to prepare both the UWF Check/ACH Request Form and the UW-Madison Gift Deposit Routing Form as you normally would to make a gift funds request from WFAA, including routing to your Dean/Director/Divisional Business Office for approval.  A digital signature on the pdf documents will be accepted on both forms.  Both completed forms are to be emailed together to the WFAA helpdesk at help@uwadvancement.org by the Dean/Director/Divisional Business Office.  Please write “Attn:  Disbursements” at the top of the email message.  Please note:

  • Each individual check/ACH request along with any supporting documentation should be saved as a single pdf document to allow for more efficient processing by the WFAA Disbursements team. (Meaning please do not include 10 different check/ACH requests in one single pdf document.)
  • You can attach more than one pdf to one helpdesk email. However, please submit any fund 233 BOR gift funds requests in a separate email from any direct vendor payment requests.

You can contact Stefanie Merucci Stefanie.Merucci@supportuw.org or April Cook april.cook@wisc.edu with any questions.

UW-Madison gift deposits (non WFAA funds):  Please continue to follow the normal gift deposit procedures for checks, ACH/wires, and cash.  Our Cash Management team is currently retrieving mail and depositing checks on Tuesdays and Fridays.  A completed Gift Deposit Routing Form will be required for all gift revenue deposits, and a digital signature on the pdf document will be accepted.  Completed forms can be emailed to giftmgt@bussvc.wisc.edu and they will be aligned with the check or monies received.  You can contact April Cook april.cook@wisc.edu with any questions.  Please continue to adhere to Cash Management procedures and internal controls as noted in the Cash Management section of our Division of Business Services continuity website.

Gifts in Kind:  Please continue to follow the normal procedures for processing and reporting gifts in kind.  Digital signatures will be accepted on the Gift in Kind Routing Form, and completed forms and attachments can be emailed to giftmgt@bussvc.wisc.edu.  You can contact April Cook april.cook@wisc.edu with any questions.

Capital Equipment – Operational update

We understand the complexity that the University is handling at this time and that prioritization of core functions is necessary. As each department is facing different challenges, Property Control will continue standard communications and look for guidance from our departments relative to their particular situations. Although all Property team members are working remotely at this time, we are here to assist you with your capital considerations. Please reach out to us through email at property@bussvc.wisc.edu with any needs during this time period.

Inventories: Property Control is directly working with departments currently conducting or scheduled for FY20 physical inventories to discuss options specifics to each department and collaborate on proper timing of the remaining work.  We will begin the analytics for the FY21 fiscal year schedule in April and estimates contacting those departments selected in early May.

Capital Equipment Tags: The process for sending tags associated with new capital equipment to the department is on hold until further notice. Property Control is continuing to review cost line items and communicate with the departments relative to these orders. Entry will continue to the asset management system and tags will be routed to departments after campus is able to return to office operations.

Loans/Transfers/Reporting:  Property Control is able to handle all processes remotely. Please note that many of these processes involve additional parties who may be working with limited staff and computer limitations and therefore delays in processing may be experienced. Please bring Property Control into the conversations as early as possible.

Movement of Capital Equipment: Understanding that during this time equipment may be moved quickly in order to assist with the vital needs of the University and general public, please reach out to Property Control at your earliest convenience when there is knowledge of equipment movement. We will work to handle as much as we can on behalf of the department and assist with tracking requirements that will need to be completed upon the campus’ return to full office operations.

Cash Management Reminders

Please ensure that effective internal control practices are in place.

    • Checks and cash receipts are stored safely and deposited in a timely manner
    • Stamp or write on back of checks- for UW Madison deposit only
    • If in doubt, please reach out to us in cash management and we are happy to assist
  • State of Wisconsin statute (s 20.906) requires that checks are deposited at least once per week. This requirement is still in effect. Please ensure that your department and teams have made appropriate work arrangements to continue to deliver on this ‘essential’ requirement

Key Contacts:

Cash Management: (cashmgt@bussvc.wisc.edu)
Omar Siddiqi (omar.siddiqi@wisc.edu)
Maria Villaescusa – Deposit Checks (maria.villaescusa@wisc.edu)
Gian Compuesto – Custodian Funds (gian.compuesto@wisc.edu)

Operational Update

Business Services Update and Guidelines for Cash Management and Disbursement Services.

Under the prevailing circumstances arising from the Covid-19 pandemic, with reduced staffing levels onsite and only ‘essential’ activities being performed on campus, we wanted to provide general guidance and updates to address some of the  questions/or concerns you may have.

Please keep the following reminders and considerations in mind:

  • Ensure effective internal control practices are in place. For example:
    • checks and cash receipts are stored safely and deposited in a timely manner
    • stamp or write on back of checks- for UW Madison deposit only
    • if in doubt, please contact cash management with any questions at cashmgt@bussvc.wisc.edu
  • To date there has been no confirmation from Department of Administration that there will be flexibilities to State of Wisconsin statute (s 20.906) requiring checks be deposited at least once a week. The Division is working under the assumption that this requirement remains in effect. In partnership with our UW System colleagues it is mutually recognized that, with limited resources, including mail services, yet anticipating volume may decrease, do the best you can, while having the safety and wellness of employees as the priority.

The Division Cash Management and Disbursement Teams have identified key ‘essential’ activities towards ensuring cash receipts are processed on a regular, periodic basis and properly submitted invoices are paid promptly, to the best of the team’s ability while putting a priority on employee health and wellness. There is currently a small team of essential employees identified to be available at 21 N. Park towards performing the following activities:

  • Interdepartmental mail: Currently, interdepartmental mail will be received on Tuesdays and Fridays and processed as normal.

Cash Management Updates:

  • Deposit Checks: Cash management will deposit checks on a biweekly basis (Tuesdays and Fridays) to align with interdepartmental mail services.
  • Custodian Funds: Custodian fund requests will be processed as usual. Requests may be sent via email to cstdnfnd@bussvc.wisc.edu and will be processed in 1-2 business days. Any requests received via interdepartmental mail will be processed at least weekly.
  • Refund of Receipts (ROR): Requests for approval in cash management can be sent by email (preferred) at cashmgt@bussvc.wisc.edu. Any requests received via interdepartmental mail will be processed at least weekly.

If you have any questions or concerns relating to Cash Management functions, please do not hesitate to contact us by email at: cashmgt@bussvc.wisc.edu.

Disbursement Updates:

  • Outgoing Checks: Outgoing checks will be created on a biweekly basis (Tuesdays and Fridays) to align with interdepartmental mail services. ACH, PPL, and Wires will continue to be processed daily. Please note this includes Emergency Transaction (ET) checks.
  • Email Payment Requests: Direct Payments (DP) and Payments to Individuals (PIR) may be submitted as a PDF attachment to ap-invoices@bussvc.wisc.edu. The subject line of the email must reference “PIR”, “DP”, or “EMERGENCY TRANSACTION”. The email must be sent from an authorized approver or the authorization emails must be included in the PDF of the DP or PIR. All required documents must be combined into a single PDF and only one payment request is permitted per PDF file. Multiple PDFs for multiple requests may be submitted in a single email. Emergency Transactions (ETs) should be emailed to uwmsnap@bussvc.wisc.edu. W-9s including a social security number (SSN) should be sent interoffice mail or faxed to (608) 265-9035.

As you may expect, the future status and availability of courier drop offs or pick ups from 21 N Park is not known at the present time.

Please note that, at the present time, open office hours for 21 N Park suite 5301 will be reduced to 10:00 am to 12:00 pm. If the building is restricted to building card access, call for pick up will not be available and all outgoing checks will be need to be mailed.

If you have any questions or concerns relating to Disbursement Services function, please do not hesitate to contact us by email at: acctg@bussvc.wisc.edu.

Thank you for your help and cooperation.