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All CollectionsTreezPayACH Returns: R16 - Account Frozen/Returned
How Can I Collect Funds for a Transaction that Has Been Returned with an ACH Return Code R16?
How Can I Collect Funds for a Transaction that Has Been Returned with an ACH Return Code R16?
Written by Treez Admin
Updated over a week ago
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Returns with this code are quite rare. Since your customer linked a type of account from which TreezPay cannot process payment. you will need to contact the customer and explore alternative payment methods or collect the funds in cash.

When contacting the customer, you can use the following text:

Subject: Important: Payment Failure

Dear [Customer's Name],

I hope this message finds you well. We wanted to bring to your attention an issue related to a recent purchase made at [STORE NAME] on [DATE]. The payment you made online via ACH (a bank transfer) was declined. This happened because your account has been classified by your bank as a non-transaction account or because your bank did not allow us to withdraw these funds.

We understand that situations like these can occasionally occur, and we want to ensure that your payment is processed smoothly. To resolve this matter promptly, we request you to visit our [location/address] and make a cash payment or utilize some other payment method available at our store. Our friendly staff will be ready to assist you.

If you have any questions or concerns regarding a cash payment, or you would like to pay us in some other way, please contact us. Our goal is to ensure that your payment is successfully processed, and we are here to assist you every step of the way.

You can reach us at [customer support contact details] or simply reply to this email, and we will promptly assist you. Please note: you will not be able to make an online transaction at this store unless this payment is completed.

Thank you for your prompt attention to this matter, and we appreciate your continued business with us.


[Your Name] [Your Title] [Company Name] [Contact Information]

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