Accept paymentsDisputes (Chargebacks & Returns)

Manage ACH returns (Portal)

Find, review, and add notes to ACH returns in the ACH Returns report
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Applies to:PartnersPaypoints

An ACH return is a notification from the receiving bank that an ACH transfer couldn’t be completed. When this occurs, the funds are returned to the originator and debited from the merchant’s account. Unlike card disputes, there’s no formal response flow in the portal. You can review the return, add notes, and contact the customer directly to resolve the underlying issue, but you can’t submit a defense through Payabli. For background on ACH returns and how to handle each return code, see ACH returns in the Payment disputes overview.

ACH return rates must stay within network thresholds. Excessive returns can result in processing restrictions. See Handling ACH returns for the thresholds.

All roles can view ACH return records. Adding notes requires an Admin role.

Find ACH returns

  1. Navigate to Pay In > Reports > ACH Returns.
  2. Use Filters to narrow the list. Useful filters include:
    • Return Date — filter to a specific date range
    • Reason Code — identify patterns across multiple returns
    • Status — filter to ACH Return to confirm the return is recorded
  3. Click a return row to open the detail view.

The notification email labels the return identifier as the Confirmation Number. In the ACH Returns report, paste that value into the Reference Number filter to locate the unique return record.

Monitor ACH returns with saved reports and notifications

Saved reports let you return to a filtered view without reconfiguring filters each time. Use them for recurring monitoring tasks like checking new returns each morning or tracking a recurring reason code.

To save a report, apply the filters you want to reuse, then click Save Report, enter a name and optional description, and Save. To load a saved report, click the dropdown beside ACH Returns and select it from the list.

GoalFilters to set
All returns this monthReturn Date = last 30 days
Investigate a recurring reason codeReason Code = [specific code] + Return Date = last 90 days

You can also set up report notifications to alert team members when ACH returns are received.

Review an ACH return record

Focus on these fields when reviewing a return:

FieldWhat it tells you
Reason CodeWhy the return was issued. See ACH return codes reference for descriptions
Net AmountThe returned amount
StatusACH Return is a standard return. ACH Dispute, Not Authorized indicates a dispute-type return that may require escalation — see the following note
Payment Method & Last 4Identifies the bank account involved
CustomerThe customer associated with the return. Click to open the customer record

If the status shows ACH Dispute, Not Authorized, this is a dispute-type return. There’s no formal dispute response flow in the portal. Contact Payabli if you need to escalate. See ACH disputes for background.

Add notes to an ACH return

Admins can add notes to a return record.

  1. Locate the return. See Find ACH returns if you need help.
  2. Open the return record.
  3. Click the Notes tab.
  4. Enter any notes or updates regarding this return. These notes are visible to other portal users with access to this record.

See these related resources to help you get the most out of Payabli.

  • Payment disputes - Understand ACH returns and how return codes map to resolution paths before reviewing records