Go to ACH Returns and then select New Not Authorized to review new “Not Authorized” ACH Returns.
ACH Returns with a Return Type of "Not Authorized" indicate that your customer does not recognize or authorize the payment and requires you to follow a unique response process to resolve the return.
To prevent additional fees being charged for attempting to debit a bank account with a Return for Not Authorized, Qualpay prevents you from debiting your customer's bank account until you obtain a new Authorization from your customer.
Obtain New Authorization and Unblock the Bank Account
- Contact your customer to obtain explicit authorization to debit their bank account, as you would for a new ACH transaction. Keep this authorization on file and secured for two years.
- Go to the ACH Returns report, find the relevant ACH Return, and click Unblock. You will need to type your customer's bank routing and account number to show that you obtained their authorization.
- If the Return code was R29, request your customer to contact their bank and ensure the bank will allow payments to your business’ name (DBA) and Company ID 1464094083.
- Run a new transaction on the customer's Unblocked bank account.
If you attempt to charge the customer's bank account before obtaining a new authorization, the payment will fail with the reason code 119.
If You Primarily Collect Web-Based Payments
Contact your customer to obtain a verbal authorization and bank account information. Then have your customer make a new payment on your payment page or portal, which should already collect a new WEB authorization for their payment.
If You Obtain Brand-New Bank Account Information from your Customer
If your customer provides you with a new bank account and routing number to debit, you should obtain authorization for the payment to be debited to the new account. Once received, run the transaction. You do not have to send the authorization information to Qualpay or unblock the old account, because the new account will not be blocked.
If You Cannot Obtain New Authorization or New Bank Account Information from your Customer
If no written authorization can be obtained and the customer does not have a different bank account to debit, request the customer to pay by an alternate method.