Return Tracking Guide Monitor & Resolve
Complete guide to tracking NAPSA return submissions, understanding status codes, and resolving common issues.
Return Tracking System
NAPSA iCare provides real-time tracking of all return submissions. Monitor your returns from submission through approval and payment processing to ensure compliance.
Accessing Return Tracking
- 1Log in to your NAPSA iCare employer account
- 2Navigate to "Returns" in the main menu
- 3Click on "Track Returns" or "Submission History"
- 4Use filters to find specific returns or view all submissions
Return Status Meanings
Understanding status codes helps you track progress and identify required actions:
Timeline: 2-3 business days for processing
Action Required: None - wait for review completion
What's Happening: NAPSA staff are validating data and checking compliance
Timeline: 1-2 business days remaining
Action Required: Be available for queries via phone or email
What's Happening: Detailed review of employee data and calculations
Timeline: Payment due within 30 days of approval
Action Required: Process payment through iCare payment system
What's Happening: Return is valid and accepted, awaiting contribution payment
Timeline: Response required within 5 business days
Action Required: Check messages and respond to queries
What's Happening: Clarification needed on specific employees or amounts
Timeline: Immediate attention required
Action Required: Review errors, correct data, and resubmit
What's Happening: Significant errors prevent processing
Timeline: Complete - no further action required
Action Required: None - maintain records for audit purposes
What's Happening: All obligations fulfilled for this period
Tracking Methods
Method 1: Reference Number Search
- Use the reference number provided after submission
- Enter the number in the tracking search field
- View detailed status and history
- Download related documents if available
Method 2: Date Range Filter
- Select "Filter by Date" option
- Choose submission date range
- Apply filters to view returns within period
- Sort by status, date, or amount
Method 3: Employer Account Overview
- Access the main dashboard
- View "Recent Returns" section
- Click on specific returns for details
- Monitor overall compliance status
Understanding Error Messages
Common Error Codes and Solutions
| Error Code | Description | Solution |
|---|---|---|
| E001 | Invalid NRC format | Correct NRC format and resubmit |
| E002 | Duplicate employee entry | Remove duplicate entries |
| E003 | Calculation error | Recalculate contributions (5% each) |
| E004 | Missing required field | Complete all mandatory fields |
| E005 | File format error | Use official template |
| E006 | Date format incorrect | Use DD/MM/YYYY format |
| E007 | Employee not found | Register employee first |
| E008 | Period already submitted | Use correction return if needed |
Payment Tracking
After return approval, track payment status separately:
Payment Status Codes:
- Payment Pending: Payment initiated but not yet processed
- Payment Processing: Bank is processing the transaction
- Payment Failed: Transaction unsuccessful - retry required
- Payment Successful: Funds received and allocated
- Payment Reconciled: Payment matched to return and confirmed
Troubleshooting Common Issues
Possible Causes:
- Submission failed without confirmation
- Wrong employer account selected
- System timeout during upload
Solutions:
- Check submission confirmation email
- Verify correct employer account
- Resubmit if no confirmation received
- Contact NAPSA support with timestamp
Possible Causes:
- Peak submission period delays
- Complex return requiring manual review
- System backlog
Solutions:
- Wait additional 2-3 business days
- Contact NAPSA if exceeds 7 days
- Provide reference number when inquiring
- Check for any query messages
Possible Causes:
- Insufficient bank account funds
- Bank system downtime
- Incorrect payment details
Solutions:
- Verify bank account balance
- Check payment method details
- Retry payment after 24 hours
- Use alternative payment method
Notification Settings
Configure alerts to stay informed about return status changes:
- SMS Notifications: Status updates sent to registered mobile number
- Email Alerts: Detailed notifications to business email address
- Dashboard Alerts: In-system notifications when you log in
- Query Notifications: Immediate alerts for urgent queries
Best Practices for Tracking
- Record Reference Numbers: Keep all submission confirmations
- Regular Monitoring: Check status weekly until completion
- Quick Response: Respond to queries within 24 hours
- Document Issues: Screenshot errors for future reference
- Maintain Records: Keep tracking history for audit purposes
- Set Reminders: Calendar alerts for payment deadlines
SmartLink ERP will provide automated return tracking with proactive alerts and integrated payment management for seamless compliance monitoring. Learn more about SmartLink ERP
Related Guides
Quick Status Reference
Status Actions
- Submitted: Wait 2-3 days
- Under Review: Be available for queries
- Approved: Process payment within 30 days
- Query Raised: Respond within 5 days
- Rejected: Correct and resubmit immediately
Emergency Contacts
- NAPSA Call Center: 211
- Email Support: info@napsa.co.zm
- Technical Issues: support@napsa.co.zm
- Urgent Queries: Have reference number ready
Tracking Tips
- Save all reference numbers
- Check status twice weekly
- Respond to queries promptly
- Screenshot any errors
- Keep payment receipts