If you sent payment to a vendor and you believe there was an error in the payment, your options depend on the type of payment and payment status.
Scheduled, Processed, or Failed
If the ePayment has not cleared and deposited to the destinaion bank account yet, or if the payment has failed, you may be able to cancel the payment or request a void. See Void an outgoing payment for details.
If the payment shows as cleared and deposited, we can request the funds back only if it is suspected fraud. The reversal is not guaranteed as we cannot reverse funds once deposited without the account holder's permission, and the funds must still be available. Please contact Customer Support to request a fraud reversal in these cases.
We cannot reverse funds if it was an error in the amount, if the vendor asked for it to be deposited in an alternate account, etc. In those cases, please contact the vendor directly to work out a solution.
Scheduled, Processed, Check Issued, Uncashed, Returned
If the check has not yet been sent or cashed, or has been returned to us as undeliverable you may be able to cancel the payment or request a void. See Returned Checks for details.
If a check payment shows as cleared, but your vendor claims they did not receive or deposit the check, you can double check the endorsement on the check image in your account, and ask the vendor if it is their endorsement. Many times this clears things up as they may have forgotten, or another colleague deposited the check.
If the vendor still denies cashing or depositing the check, please contact Customer Support for assistance.