If your ACH (Automated Clearing House) payment wasn't delivered to your vendor, you'll receive an email notification from Accounts Payable.
From there, you have two options to resolve the issue:
- Resend the payment: This allows you to resolve the reason for the failure and send the payment again.
- Get a refund: You can request a full refund for the payment. Note that partial refunds are not an option.
Step-by-step instructions
To get started, open the email you received about the failed payment and select Resolve payment. This will take you to the relevant Payment and bill details window in your Accounts Payable account.
Alternatively, you can log in to your Accounts Payable account, open the Payments tab, find the payment with the red Failed status, and select Resolve.
For easier access, you can filter the payments by status and select only failed payments.
Option 1: Resend the payment
1 - From the Payment and bill details screen, select Retry payment at the bottom of the screen.
2 - Review and change the receiver's bank account information if needed, and then select Continue.
3 - In the pop-up window, select Confirm.
4 - Review the payment details and select Confirm and retry payment.
What happens next?
After you resend the payment, its status will change in your account.
- The payment status will change to ‘Scheduled’.
- Once the payment has been completed, the status will be updated to 'Paid'.
- After the payment is settled, a trace number will appear in the Payment and bill details window. This is the number that the receiver’s bank can use to help locate the funds.
Option 2: Get a refund
1 - In the Payment and bill details on the right side of the screen, you will see the reason why your payment couldn't be delivered. At the bottom of this section, select Get a refund.
Please note:
- If you don’t see the Get a refund button, it’s unavailable for this payment. You can resend the payment to the receiver.
- You can only get a refund for the full amount; there’s no option for a partial refund.
- The refund can take 3-5 business days to arrive in your bank account.
2 - Review the refund details, including the estimated date you'll receive your money back. Then, select Get a refund.
Your refund is now on its way!
What Happens Next?
After you submit the refund request, the payment status will change in your account.
- The payment status will change to Processing refund.
- Once the refund has been successfully completed, the status will update to Refunded. The money will be returned to the bank account from which the payment was originally debited.
- After the payment is settled, a trace number will appear in the Payment and bill details window. This is the number that your bank can use to help locate the funds.
Need more help? Submit the request to our support team for further assistance.