If an eCheck payment is returned by the account holder's bank, the funds were not able to be collected from the bank account so you will need to reach out to your customer to collect another payment. If you have the Transaction Returned alert enabled on your merchant account, you should receive an email notification from the processing bank informing you of the return. You can also view all returns and access details online.
- Click Merchant Portal in the left sidebar (desktop) or hamburger menu (mobile) or click here.
- A new window will open with the login page for your merchant account.
- Enter the username and password for your Merchant Portal Login. This is different than the primary login you use to access Project 2 Payment. (See Why two logins? for more information)
- Click the Log In button.
- Click Payment Returns in the left sidebar.
- The return code will tell you what the exact issue was so you can help your customer to resolve the issue with their bank before another payment is attempted.
- Click the transaction to be taken to the transaction details page for more information about the payment.