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eCheck returns

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What is an eCheck return?

An eCheck return, also called an ACH return, is when an eCheck payment is returned by the account holder's bank instead of settling. The funds were not able to be collected, so your customer needs to make another payment.

There is not an automated alert letting your customer know about the return. You will need to reach out and direct them to make another payment. If the payment was associated with an invoice, the invoice automatically updated to show the amount is still due. Resend the invoice and they can click to make a payment.

What happens in the software

When an eCheck payment returns, the payment is not removed from Project 2 Payment. The status is updated to Returned and projects are adjusted accordingly. 

  • When looking at payments made on the project, the status is N/A. You do not have to create a new invoice to collect the payment. The invoice associated with the payment automatically updates to show that amount is still due.
  • The payment history in the Customer record will show the payment. The amount is crossed out and the status is Returned.
  • The payment is listed with all transactions in Payment Activity, but the amount is crossed out and the status is Returned.

Where to look for returns in the Merchant Portal

  1. If you are on desktop, go to the left sidebar. If you are in the mobile app or in a web browser on a mobile device, go to the hamburger menu in the upper left corner.
  2. Click on Merchant Portal.
  3. A new window will open with the login page for your merchant account. Enter your merchant portal username and password. This is different than the primary login you use to access Project 2 Payment. (See The Merchant Portal requires its own username and password for more information)
  4. Click the Log In button.
  5. Click Payment Returns in the left sidebar.
  6. 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. 
  7. Click the transaction to be taken to the transaction details page for more information about the payment.

Email alerts for returned transactions

The email alert for returned transactions is a default notification for all merchant accounts. You should receive an email from notifications@project2payment.com informing you of the return so you can take action.

Transaction alerts are managed in the Merchant Portal.

  1. If you are on desktop, go to the left sidebar. If you are in the mobile app or in a web browser on a mobile device, go to the hamburger menu in the upper left corner.
  2. Click on Merchant Portal.
  3. A new window will open with the login page for your merchant account. Enter your merchant portal username and password. This is different than the primary login you use to access Project 2 Payment. (See The Merchant Portal requires its own username and password for more information)
  4. Click the Log In button.
  5. Go to Email Alerts in the left sidebar.
  6. Go to the Transactions tab.
  7. The alert for eCheck returns is Transaction Returned. Use the toggle to enable/disable the alert. When enabled, you can click to expand for settings to add, edit, or remove email addresses.
  8. If you made any changes, don't forget to save your changes before navigating away from the page.