# ACH Troubleshooting and Reversals ## What should I do if a payment fails? Our support team will reach out via email when a payment fails, with details on the specific return code and a link to the resolution steps for your error. A few general rules that apply to every failed payment: * **Don't retry the failed payment method.** Retrying will suspend the account. Always work through the resolution steps in the email before reissuing payment. * **Once the issue is resolved,** void the failed Bill Payment in NetSuite and create a new Bill Payment. * **If funds were already debited** before the return, [initiate a Balance Transfer](https://docs.charted.com/ap-automation/charted-faqs/payment-automation/ach-troubleshooting-and-reversals/will-the-balance-automatically-transfer-back-to-my-account-after-an-ach-payment-is-canceled) to retrieve them. Withdrawn funds will not be returned to your bank account automatically. For code-specific resolution steps, see [ACH Return Codes](/ap-automation/charted-faqs/payment-automation/ach-troubleshooting-and-reversals/ach-return-error-codes.md) If you didn't receive an email or can't determine the cause of the failure, reach out to . ## How can I cancel a pending ACH payment? If a payment is released by mistake, you have up to 1 minute to 'Cancel Selected' outstanding payments using the 'Release in Process' table found in the 'Release Payments' table. If it's been longer than 1 minute and the payment (ACH Credit) hasn't settled yet (less than 4-5 business days) you should reach out to our team at with the transaction ID to request a cancellation. ## How can I request an ACH reversal after the payment has processed? You can file for an ACH Reversal up to 4 business days after the ACH credit settlement date if there was a duplicate payment, incorrect amount, or incorrect vendor bank account number. You must reach out to your team at and provide more details around the reason for the request. If you have contact information, we first recommend that you reach out to the vendor you sent the payment to and ask for them to return / credit the funds. This is the best practice, as ACH reversal requests through the network require evidence, documentation, and can introduce delays. However, if a vendor is unresponsive or you don't have contact information on file – the customer can file for a reversal through the ACH network by working through us. There are strict requirements around ACH reversals. It must fall under one of the following categories: * **Duplicate payments**: When the same payment was sent more than once. * **Incorrect amount**: When the amount sent was not what was intended. * **Incorrect account number**: When the payment was sent to the wrong recipient. The customer should be prepared to submit documentation and evidence that the payment falls into one of the categories above. ## Will the balance automatically transfer back to my account after an ACH payment is canceled? No, the balance will not automatically transfer back to your business entity's bank account. You must submit a[ balance transfer](https://docs.charted.com/ap-automation/~/revisions/DvDGSkbIyT04KUZcInHL/charted-faqs/payment-automation/ach-troubleshooting-and-reversals/will-the-balance-automatically-transfer-back-to-my-account-after-an-ach-payment-is-canceled) to retrieve the funds. ## What are the different types of ACH return codes? ACH return codes explain why a payment did not complete. You'll always receive an email from Charted Support with next steps if a payment returns. The most common codes are R01, R02, R03, R04, R16, R23, and R29 — each with its own cause and resolution path. For the full list with detailed resolution steps, see [ACH Return Code Guide.](/ap-automation/charted-faqs/payment-automation/ach-troubleshooting-and-reversals/ach-return-error-codes.md). If you received a return code that isn't covered there, or you didn't receive an email explaining the failure, please reach out to . --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.charted.com/ap-automation/charted-faqs/payment-automation/ach-troubleshooting-and-reversals.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.