Resolve an ACH payment that couldn't be delivered

  • Updated

You got an email that your ACH payment wasn't delivered to your vendor. This is what the email you got looks like:

 

Failed_ACH_delivery_1.png

 

1. To fix this, click RESOLVE PAYMENT and you’ll be taken to Pay.

 

Failed_ACH_delivery_new.jpg

 

2. In your inbox, find the payment. It’s marked with a red label “FAILED”. Click on that payment.

 

Failed_ACH_collection_new2.jpg

 

3. In the payment details section on the right, you’ll find the reason why your payment couldn't be delivered.

 

Failed_ACH_delivery_4.png

4. Here’s a list of reasons you might see and how to resolve each one.

Reason for failed delivery

How to resolve

The bank account used for this payment's delivery appears unable to receive payments. 

Change to another delivery method or send your vendor a request for updated delivery details.

Your vendor's delivery details seem to be outdated. 

Change to another delivery method or ask your vendor for their updated details.

Your vendor's bank account number seems to be incorrect.

Change to another delivery method or ask your vendor to confirm their bank account number.

Your vendor's routing number seems to be incorrect. 

Change to another delivery method or ask your vendor to confirm their routing number.

This payment couldn’t be delivered because its recipient has declined it. 

Speak to your vendor to find out why they may have declined the payment.

This payment's delivery method seems unable to receive payments. 

Change to another delivery method or ask your vendor for different delivery details.

This payment couldn't be delivered to your vendor.  

Contact billops@melio.com.

5. For many of these reasons, you’ll need to get in touch with your vendor or change the delivery method. Here’s how to do it:

a. Ask your vendor for their details. 

b. Change delivery method. 

 

Ask your vendor for their details


1. In the payment failed screen, click Ask vendor for details.

 

Failed_ACH_delivery_5.jpg

 

2. Fill in your vendor's business email address and mobile number (optional).

 

Failed_ACH_delivery_6.jpg

 

3. Click Save and continue. Your vendor will get an email asking them to update their details.

4. Now you’ll see the updated payment delivery date, which depends on your vendor sending their delivery details. 

5. Click Confirm and schedule payment.

 

Failed_ACH_delivery_7.jpg

 

5. That's it! Your payment will move to the Paid tab. You can track the payment journey in the progress bar.

 

Failed_ACH_delivery_8.jpg

 

6. You’ll get an email letting you know that your payment has been resent.

 

Failed_ACH_delivery_email_payment_resent.jpg

 

Change delivery method


1. In the payment failed screen, click Change delivery method.

 

Failed_ACH_delivery_9.jpg

 

2. Edit your vendor’s account details and click Save new details.

 

Failed_ACH_delivery_10.jpg

 

3. Check the payment details. You’ll see the updated payment details and delivery date. Click Confirm and schedule payment.

 

Failed_ACH_delivery_11.jpg

 

4. That's it! Your payment will move to the Paid tab. You can track the payment journey in the progress bar.

 

Failed_ACH_delivery_8.jpg

 

5. You’ll get an email letting you know that your payment has been resent.

 

Failed_ACH_delivery_email_payment_resent.jpg

Was this article helpful?

0 out of 0 found this helpful

Have more questions? Submit a request