ACH Troubleshooting and Reversals

What should I do if a payment fails?

Our support team will reach out to you when a payment fails via email with more details on how to proceed.

Avoid retrying the payment method associated to a failure, as retrying will suspend the account.

Payment failures such as R03 - No Account/Unable to Locate Account often require you to reach out to your vendor to ask for a new routing / account number. Account Number invalid errors require you to create a new payment method.

Some errors require further documentation from your bank before proceeding. For example, R29 - Corporate Customer Advises Not Authorized, requires a letterhead from your bank stating that debits are allowed from ACH Originator ID "945440567_". We'll also require you to re-verify the funding source before proceeding.

For failed payments, once you resolve the issue we recommend voiding the failed Bill Payment in NetSuite and recreating the Bill Payment.

If the ACH debit has already settled, you should initiate a Balance Transfer to retrieve the funds, as the withdrawn funds will not be automatically returned.

If you're unable to determine the cause of the failure by the failure reason, or didn't receive an email, please reach out to our team at [email protected]

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 [email protected] 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 [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.

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 to retrieve the funds.