ACH payments provide a secure and convenient way for customers to pay online. However, issues can sometimes arise during transactions. This guide is designed to help you resolve common ACH payment problems quickly.
Accessing Your ACH Dashboard
Your ACH Dashboard, provided by your payment partner, is the best place to start troubleshooting payment issues. If you don’t have your dashboard credentials, contact Treez Support via [email protected] for the correct contact information for your payment partner. The dashboard allows you to view transaction statuses and, if necessary, manually capture payments.
Common Error Messages
When processing ACH payments, you may encounter various error messages. Some common ones include:
Insufficient funds – The customer's account does not have enough funds to complete the transaction.
Account closed – The customer's bank account has been closed.
Payment declined – The bank has declined the payment for an unspecified reason.
Understanding ACH Payment Statuses
When reviewing transactions in your ACH Dashboard, you may see different statuses:
Authorized – The customer had sufficient funds in their account when they placed the order.
Captured – The funds have been successfully moved into the retailer’s account.
Paid – In Treez Fulfillment, this appears when a captured payment is linked to an order that has been marked as Packed & Delivery.
Note: Payments should be captured before completing the order to avoid risk. If payment is not captured until after delivery, there is a chance the customer may no longer have sufficient funds, and the retailer may be unable to collect payment.
When an Order Is Not Authorized in Treez
If an order is not authorized in Treez but the customer claims they paid via ACH:
Log into your ACH Dashboard and manually capture the payment.
Complete the order as Cash in your POS.
Go to the Ticket Adjustment Dashboard and change the payment method to ACH.
When an Order Is Authorized but Cannot Be Captured in Treez
If the order shows as Authorized in Treez Fulfillment, such as a delivery order paid online, but you cannot capture payment:
Manually capture the payment in your ACH Dashboard.
Rebuild the order in Treez.
Push the rebuilt order out for delivery.
Complete the order as Cash in your POS.
Adjust the payment method to ACH in the Ticket Adjustment Dashboard.
Best Practices for ACH Transactions
Always verify customer account details before processing payments.
Ensure sufficient funds are available in the customer's bank account before finalizing the order.
Need More Help?
If you continue to experience issues after following these steps, reach out to Treez Support for further assistance. Please have the following information ready:
Order number
Transaction ID from your ACH Dashboard
A brief description of the issue
The specific error message received while trying to process the payment in the POS
Contact Treez Support:
For additional assistance, contact Treez Support at [email protected] or (855) 318-4191 (Option 2).