Manage ACH Returns and Chargebacks in the UI

Chargebacks and ACH returns are both kinds of payment disputes that result in a negative action, and can impact your bottom line and ability to accept certain payment methods.

This guide explains how to report on and manage ACH returns and credit card chargebacks in the Payabli UI.

To access the ACH returns and chargebacks screen, navigate to Reports > ACH Returns & Chargebacks. This action opens the ACH Returns & Chargebacks screen, where you can view all credit card chargebacks and returned ACH transactions.

For each record, you can:

• View chargeback details
• View ACH return details
• Respond to chargebacks
• Accept liability for chargebacks
• View original transaction details
• View customer payment history

To see all options for managing an individual record, click the three-dot menu in the Actions column.

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Chargebacks

Credit card chargebacks provide cardholders with a way to dispute a transaction with a merchant. Learn more about chargebacks in the Chargeback section of the Payment Disputes guide.

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View a chargeback

To view a chargeback from the UI, follow these steps:

1. From the ACH Returns & Chargebacks screen, locate the chargeback record.
2. Click the three-dot menu in the Actions column.
3. Select View chargeback from the menu.
4. The chargeback dashboard opens, where you can see:
   • Basic details about the rejected transaction
   • Options to take further actions

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Respond to a chargeback

You can respond to a chargeback by providing additional information and documentation to support your case. This can help you win the dispute and recover the funds. To respond to a chargeback from the UI, follow these steps:

1. Navigate to the chargeback record.
2. Click Respond to Chargeback.
3. In the modal that opens, provide comprehensive information as your response.
4. Upload any supporting documentation as needed.
5. Submit your response.

You can also respond to a chargeback by clicking Respond to Chargeback from the chargeback record.

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Accept liability for a chargeback

If the chargeback is valid and you don’t wish to defend it, you can accept liability. To accept liability for a chargeback from the UI, follow these steps:

1. Navigate to the chargeback record.
2. Click Accept Liability.
3. Follow the prompts in the modal to accept liability for the chargeback.

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ACH returns

ACH disputes happen when a customer’s bank reverses an ACH debit for reasons like unauthorized or duplicated transactions, and ACH returns are messages from the check writer’s bank indicating the ACH Network couldn’t process the transaction. Both disputes and returns are treated the same in Payabli, and are handled from the ACH Returns & Chargebacks screen.

Learn more about ACH returns and disputes in the Payment Disputes guide.

To view an ACH return from the UI, follow these steps:

1. From the ACH Returns & Chargebacks screen, locate the ACH return record.
2. Click the three-dot menu in the Actions column.
3. Select View ACH return from the menu.
4. The return record opens, where you can see:
   • Basic details about the rejected transaction
   • See the customer’s transaction history