To view your ACH Returns, go to Reports and select ACH Returns.
Some ACH Returns may be reinitiated, specifically:
- R01 / Insufficient Funds
- R09 / Uncollected Funds
- R08 / Stop payment (Note: The payment account will be blocked. A new authorization is required to unblock it and allow for re-processing.)
When you receive these ACH Returns, it is best practice to contact your customer and determine that funds will be available in their account before you attempt a debit transaction again.
There are two ways to reinitiate returns for R01 / Insufficient Funds and R09 / Uncollected Funds:
- Go to Transactions and apply a filter for the original transaction. Click on the transaction to reach Transaction Details. Scroll down to the ACH Return data. You will see two buttons: Accept and Retry. Click Retry to try a new transaction.
- Go to ACH Returns. Click New Insufficient Funds to locate the return you wish to retry. On the far right-hand side of the screen, you will see two buttons: Accept and Retry. Click Retry to try a new transaction.
For R08 / Stop payment, collect a written authorization from your customer and send it to Support so that they can unblock the account before you try a new transaction. When the account is unblocked, you can see and use the Retry button for R01 and R09.
If you attempt to charge the customer's bank account before obtaining a new authorization, the payment will fail with the reason code 119.
You may reinitiate a returned transaction up to two times. If you are still unable to collect the money owed to you after two reinitiated attempts, best practice is either to collect a new authorization from your customer for the same bank account and try a brand-new transaction, or collect a new payment method from your customer.