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All CollectionsTreezPayACH Returns: R02 - Account Closed
How Can I Collect Payment for a Transaction that Has Been Returned with an ACH Return Code R02?
How Can I Collect Payment for a Transaction that Has Been Returned with an ACH Return Code R02?
Written by Treez Admin
Updated over a week ago
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An R02 return means we did not get the right account details from your customer, or that your customer closed this account, or it was closed for some reason. As a result, we can no longer try an online method of collecting this payment.

It is necessary for you to reach out to them to discuss alternative payment methods or arrange for cash collection. By taking proactive steps and maintaining open communication with the customer, you can increase the likelihood of successfully collecting payment for the returned transaction.

When communicating with the customer, you can utilize the following message:

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 we were informed that your account details were incorrect.

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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