Failed ePayments

An ePayment can fail for multiple reasons. When an ePayment fails, an email notification will be received by users that are verified on the originating bank account. The email will contain a return code from the vendor's bank, giving the exact reason for the failure.

Top 5 return code errors

R01

  • Insufficient Funds - available balance is not sufficient to cover the dollar amount of the debit entry

R02

  • Account Closed - previously active account has been closed by customer or customer's bank

R03

  • No Account/Unable to Locate Account - account structure is valid and passes editing process, but does not correspond to individual or is not an open account

R16

  • Account and/or its funds are currently not available

R29

  • Corporate Customer Advises Not Authorized - RDFI has been notified by Receiver (non-consumer) that entry was not authorized

We process ePayments via ACH (Automated Clearing House) and cannot deposit to some accounts, for example, accounts that do not accept ACH in CCD format. We send business bank to business bank files, which also work for personal accounts.

Resolving the error

There are different resolutions depending on how the bank account was setup:

Vendor bank account information was entered manually

  • If the ePayment failed because the Pay to name didn't match the name on the bank account, correct the vendor name or pay to name on the vendor record, void and reissue the payment
  • If the account number and/or routing number was incorrect, confirm the bank information with the vendor. Correct the vendor bank account information, void and reissue the payment.
  • If the ePayment failed for another reason (account closed, unable to locate account, etc.), contact the vendor directly; the vendor may need to contact their bank's ACH department for more information

Vendor was sent an invite to receive ePayments

  • Contact the vendor directly. Since the vendor set up a free Receivables account to get paid, the vendor controls their own remittance information and will need to make all changes in their account.
  • If the ePayment failed for another reason (account closed, unable to locate account, etc.), the vendor might need to contact their bank's ACH department for more information

Handling the failed payment

After resolving the cause of the payment failure, below are steps to take depending on whether the payment still needs to be sent.

Void and reissue

If the payment needs to be sent again

  1. Click Payments Out in the left navigation pane
  2. Click on the more options dots
  3. Click Failed
  4. Click the payment confirmation #
  5. Click Update their mailing address now
  6. Click Void Payment
  7. Select Reissue a new payment to the vendor
    • This will resend the same funds that were already debited. It will not initiate a new debit
  8. Enter a reason for the void
  9. Click Submit Request

Void and remit

If the payment needs to be voided completely and the funds returned to the originating bank account:

  1. In the left navigation pane, click Payments Out
  2. Click on the more options dots
  3. Click Returned
  4. Click the payment confirmation #
  5. Click Void Payment
  6. Select Remit funds back to my account
  7. Enter a reason for the void
  8. Click Submit Request