ACH Troubleshooting and Reversals
Troubleshoot your ACH transactions. Covers: payment failures, cancelations, and balance transfers
Last updated
Was this helpful?
Troubleshoot your ACH transactions. Covers: payment failures, cancelations, and balance transfers
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 to retrieve them. Withdrawn funds will not be returned to your bank account automatically.
For code-specific resolution steps, see ACH Return Codes
If you didn't receive an email or can't determine the cause of the failure, reach out to [email protected].
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 [email protected] with the transaction ID to request a cancellation.
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 [email protected] 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.
No, the balance will not automatically transfer back to your business entity's bank account. You must submit a balance transfer to retrieve the funds.
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..
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 [email protected].
Last updated
Was this helpful?
Was this helpful?