Reversing returned or failed payments

ACH/EFT/Direct Debit/eCheck

ACH acceptance can take up to a week to finally reach your bank account and can be rejected by the User's bank any time before that. 

If this happens, follow these steps to make a correction to the account:

1. Select the User you need to reverse payment for

2. Click BILLING>POST PAYMENTS AND CHARGES

3. Click EDIT (pencil) next to the order you want to modify

4. Click ADD A REFUND. Under "Using", from the dropdown select "Reverse failed ACH/EFT/Direct Debit" and enter the amount to be refunded.

5. Click SUBMIT REFUND.

PLEASE NOTE:

• Refunds/reversals by ACH are processed outside Deskworks. Adding the refund in Deskworks simply notes that you have done this and keeps your books in order.
• Refunds by ACH DO NOT SEND an automated notification to the User.

Credit Card/Debit Card

Credit and Debit Card transactions are typically rejected instantly. In some cases, a payment that processed successfully in Deskworks is later returned as failed to your processor (ex.if the customer cancels or disputes a transaction with their bank or card issuer, the card/account is closed). This failure will not be reflected automatically in Deskworks.

If this happens, follow these steps to make a correction to the account:

1. Select the User you need to reverse payment for

2. Click BILLING > PAYMENTS/CHARGES

3. Click EDIT (pencil) next to the order you want to modify

4. Click ADD A REFUND. Under "Using", from the dropdown select "Other" and enter the amount to be refunded.

5. Click SUBMIT REFUND.