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Failed Payments

How to spot a failed payment and what to do next

Caroline Hilton avatar
Written by Caroline Hilton
Updated over a week ago

Unfortunately sometimes attempted payments fail for reasons outside of your control. This can happen to both ACH and Credit Card payments. Learn how to spot failed payments and what to do with them below.

How to Spot Failed Payments

ACH Payments

An ACH return happens when someone tries to pay using their bank account, but the bank says no.

When an ACH payment (an eCheck) is posted, it gets put in a "Pending" status until the Customer's bank funds the payment. Their bank can make one of two decisions:

  1. "Settle" the payment. This usually takes between 3 to 5 business days

  2. "Reject" the payment.

Here's how Enrollsy handles rejected ACH payments:

  • Admin Email Notifications

    Admin users who have the setting "Receive failed customer payment emails" turned on will receive email notifications of rejected ACH (and credit card) payments. If you have access to manage admin users, you can change this setting by going to My Company -> Users -> Admins or clicking here to manage your admin users

    Customers whose payments fail are currently not receiving email notifications. Admin users will need to instruct them to log in to their account, update their payment credentials, and try the payment again.

  • A/R Aging Report

    From the A/R Aging Report (MENU -> Reports -> A/R AGING), you will see an icon next to the account holder's name if a rejected ACH payment within the last 90 days.

rejected ACH payment in Enrollsy
  • Account Billing Tab

    Within an Account's BILLING tab, you will see a warning box (see screenshot below) explaining a recently rejected payment on the account. When a rejected ACH payment occurs, their Auto-Pay setting is automatically turned off to protect your merchant account from repeated bounced check fees.

Rejected ACH on Account in Enrollsy

  • Transaction History

    Under the Transaction History (on the Billing tab), you will see the transaction and any insufficient fund fees you charge:

NOTE: ACH returns do not go back on the Invoice. The original Invoice remains paid. The charges and NSF Fee (if applicable) will, instead, go on to the Transaction History. Customers can still pay their balance in the Customer Portal under "Custom Payment."

Credit Card Payments

  • Email Notifications

    When the card declines, the Admin users who have the setting "Receive failed customer payment emails" turned on will receive an email notification of all declined credit card and ACH payments during Auto-pay.

    If you have access to manage Admin Users, you can change this setting by going to My Company > Users > Admins or clicking here to edit Admin email notifications.

    We will be working on a notification of declined credit card payments that will show up in the Notification Center, as well as emails that will go out to both Customers and Admin users.

How to Remedy Failed Payments

For both ACH and Credit Card Failed Payments, will need to instruct the Customer to log in to their account, update their payment credentials, and try the payment again. If the Customer doesn't update their information, Admins can contact the Customer and replace the card on file over the phone or in another way.

NSF Fees

You can set up an "NSF Fee" so that Enrollsy will automatically charge it to the Customer's account balance in the event of a rejected ACH payment. Click here to go to your "ITEMS" page to edit the price of your "NSF Fee."

The purpose of this automatic fee is to help cover any costs your bank imposes on you when a bounced check (in this case, an electronic check) happens. You can check with CardConnect to see your ACH payment NSF fee.

Using EnrollsyPay, you will be charged a $5.00 fee for each NSF transaction. Keep this and all other factors in mind as you determine the right amount to charge your Customers for NSF transactions. You can, of course, edit/delete the fees you pass through to your Customers on a case-by-case basis, but you will always be charged.

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