Refund an ACH payment that couldn't be delivered

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You got an email that your ACH payment wasn't delivered to your vendor. You can either:

1. Resend the payment. You’ll also be able to see all the reasons for a failed ACH payment and how to resolve it.

2. Get a refund. You can only get a refund for the full amount, there’s no option for a partial refund.


Here’s what the email you got looks like:

email notification for the failed payment.jpg


1. Clicking RESOLVE PAYMENT in the email takes you to the Payments tab.

2. Find the payment. It’s marked with a red label Failed. You can also find it in the Failed tab which appears only when you have failed payments.

3. Click Resolve.

payments tab-select the failed payment- click resolve.jpg


4. In the payment details section on the right, you’ll find the reason why your payment couldn't be delivered. You’ll see the option to get a refund

5. At the bottom of the page, click Get a refund.

failed payment message- click get a refund.jpg


6. Review the details, including your estimated refund date. Click Send refund request.

Note: Where will I get the money?

The refund will be sent via the same payment method you used originally.

Review and confirm refund.jpg


Your refund is now on its way!

refund is now on its way.jpg


Your payment now has a gray label Processing refund.

payments tab- processing refund.jpg


Click Review to track it’s progress.

track refund progress.jpg


When the refund is complete, it will be labeled Refunded.

payment refunded.jpg


Click View details to see full details of this refund.

payment refunded- details.jpg


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